As Senior Director, Call Center Management, Lisa oversees outsource vendor management functions, including the development and implementation of program strategies, staffing plans, performance and delivery. Lisa is also responsible for overall vendor performance, reporting, legal, and invoice management. Lisa brings to her role extensive industry expertise in multiple verticals across numerous industries. She provides thought leadership and insights to help Cydcor establish best-in-class vendor practices and build partnerships with key business unit leaders.
Lisa joined Cydcor full-time in August of 2016 from American Customer Care, where she was, most recently, Vice President of Operations for the mid-west and Pacific coast. There she led the client services and project management teams for eight contact centers, located in six states. In that role, Lisa was instrumental in increasing the company’s multi-channel clients from zero to seventy, utilizing her experience in third party verification, outbound sales, inbound sales, customer service, and customer retention. Lisa also created an account management department responsible for new program implementation, multi-channel customer interactions and organic growth of existing customer revenue.
Lisa attended Atlantic Christian College and remains active in ongoing industry education.