Lisa Cameron

Customer Experience Quality Assurance Specialist at Bosch Heating and Cooling, North America
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Contact Information
us****@****om
(386) 825-5501
Location
Londonderry, New Hampshire, United States, US
Skills

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Bio

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Credentials

  • The MAGIC of Customer Service Trainer/Facilitator
    Communico
    Sep, 2019
    - Nov, 2024

Experience

  • Bosch Home Comfort USA
    • United States
    • HVAC and Refrigeration Equipment Manufacturing
    • 1 - 100 Employee
    • Customer Experience Quality Assurance Specialist
      • Mar 2019 - Present

      Implementing, sustaining and growing a program to improve the quality of our customer's experience. Developing metrics for scoring, implementing standardized scoring of agent calls while providing all customer facing agents with coaching on a monthly basis. Identifying opportunities for improvement by analyzing data and monitoring interactions. Developing work instructions, best practices and training. Collaborating with external call center, supervisors and colleagues to ensure clear communications and support business goals and objectives.Deliver training to all agents via in person workshops, PowerPoint with live presentation as well as PowerPoint training with audio for review. Show less

    • Technical Support Supervisor
      • Aug 2014 - Feb 2019

      Supervised a team of eight HVAC technicians that provide telephone support for our tankless water heaters. I provided a team environment and opportunities for each agent's development.Implemented process improvements that enhance the customer's experience and provide value to the company.Accepted and resolved escalated calls using research, customer service skills, creative thinking and negotiation to ensure both the customer's satisfaction while keeping the company's interests in mind. Show less

    • Technical Support Specialist/Team Leader
      • Aug 2008 - Aug 2014

      I provided technical support for tankless water heaters in a call center environment for 2 years before being promoted to a lead position. from that point on I took over the responsibilities of scheduling, creating departmental procedures and policies, monitoring performance, and training new agents while keeping up my own technical troubleshooting skills to continue providing excellent phone support to our customers.

  • Vallen - Formerly Industrial Distribution Group (IDG)
    • United States
    • Truck Transportation
    • 400 - 500 Employee
    • Customer Service & Inside Sales Representative
      • Feb 2004 - Jan 2005

      Responsible for providing excellent customer service experience for select accounts. Achieving and exceeding planned profit margins and sales goals. Verifying stock and availability of product. Working with suppliers for custom items and expediting orders. Responsible for providing excellent customer service experience for select accounts. Achieving and exceeding planned profit margins and sales goals. Verifying stock and availability of product. Working with suppliers for custom items and expediting orders.

  • Brookstone
    • United States
    • Retail
    • 500 - 600 Employee
    • Computer Operations/POSHelpdesk Supervisor
      • Sep 1998 - Jan 2001

      Supervised 5 computer operators and Help Desk Support agents. Project team lead for computer operations in designing, planning and implementation of successful hot site project (restoring all systems at remote disaster recovery site). Scheduling, interviewing, project management, development of associates, assessment and upgrading hardware and software. Supervised 5 computer operators and Help Desk Support agents. Project team lead for computer operations in designing, planning and implementation of successful hot site project (restoring all systems at remote disaster recovery site). Scheduling, interviewing, project management, development of associates, assessment and upgrading hardware and software.

  • Brookstone
    • United States
    • Retail
    • 500 - 600 Employee
    • Computer Operator
      • Feb 1996 - Feb 1998

      Ensured daily production processing on AS/400 was complete, software upgrades, install and design of automated program processing software, working with other departments to define KPI's and participate in projects. Ensured daily production processing on AS/400 was complete, software upgrades, install and design of automated program processing software, working with other departments to define KPI's and participate in projects.

Education

  • Nashua Community College
    2003 - 2005
  • Manchester community college
    General Studies
    1994 - 1995

Community

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