Lisa Johnson
Customer Experience Manager at Ziva Inc- Claim this Profile
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English Native or bilingual proficiency
Topline Score
Bio
Credentials
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12 AA Graduate Program
Belinda Womack Spiritual TeacherMay, 2020- Nov, 2024 -
Content Strategy & Marketing Course
Julia Mccoy -
The 10K Success System
Lori Kennedy
Experience
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Ziva Inc
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United States
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Wellness and Fitness Services
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1 - 100 Employee
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Customer Experience Manager
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Aug 2022 - Present
★ Provide a global community of meditators with an exceptional customer experience by answering questions, helping them navigate their journey through our suite of courses, and solving technical issues. • Lead the response to Customer Service questions across our multiple platforms and communities, main communications software used is Help Scout. • Lead the organization of correspondence with part-time team members to ensure critical items are addressed as needed after hours and on weekends. • Lead sales tasks and initiatives to identify selling opportunities within CS interactions; to include social media Ad responses. • Identify customers’ needs and challenges and recommend solutions and next steps. • Oversee community management of online and/or social media communities and cultivate conversation and connection. • Oversee best practices within Help Scout software, and identify areas to increase efficiency with use of software features. • Test/troubleshoot new products, and technical improvements • Moderate live events in Zoom, social media live streams, & other virtual platforms as assigned.
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Healthy Content Solutions
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Saugatuck, Michigan, United States
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Customer Experience Consultant / Marketing Strategist
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2015 - Present
★ Apply customer experience and content marketing expertise to assist health and wellness professionals in successfully creating rewarding customer experiences, building their brands, and managing their online businesses. Provide elite, high-tech virtual assistance to clients in the health and wellness space. Current clients include PCOS Diva, Kris Carr, and Kia Miller Radiant Yoga, Rebecca Gordon, and The Period Yogi. • Partner with clients to conceptualize their ideal customer experiences, including policies, interactions, issue resolution, service, availability, and extra-mile aspirations. Formulate roadmaps and processes to lay the foundation for exceptional experiences and customer loyalty. • Support clients with branding, ideal client avatar creation, signature program design, sales, marketing, paid advertising, and copywriting. • Assist clients in creating and managing messaging across all platforms, including websites and social media. Employ creativity, marketing acumen, and writing skills, to help them tell the company story, engage current and prospective clients, and drive enterprise success and customer experiences. • Assist with the use of content management systems, including social media marketing, content strategy, blogging, newsletters, email campaigns, and affiliate marketing. • Consult on day-to-day operational efficiencies and instituting customer-centric cultures. • Assist clients with customer engagement, web design, webinar management, lead generation, sales funnel design and integration, launch coordination, Infusionsoft management, project management, and community support.
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Customer Experience Manager / Content Marketing Manager
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2016 - 2019
★ Promoted to provide leadership and governance to the customer engagement functions for a 7-figure online nutrition practice.• Drove a culture of continuous improvement within the Customer Experience team. Authored and developed business plans, identified root causes, and architected and implemented process improvements. Leveraged customer insights & intelligence that drove growth and customer loyalty. • Led all customer communications and content, ensuring a holistic approach to the customer experience journey, including social media and web content. • Worked with writers, designers, and recipe developers and managed the affiliate program. Delivered consistent messaging and Value Propositions, placing the customer experience at the center of all income and outgoing content.• Drove key internal initiatives and worked cross-functionally with leadership and internal stakeholders to establish consistent, scalable processes, and tools to drive customer experience outcomes and improve overall customer health scores.• Directed operations, provided leadership and oversight, tracked KPIs, supervised, trained, mentored, coached, and developed team members. Evaluated performance, skills, and created personal success plans.• Understood and articulated client needs and provided "Voice of Customer" feedback to develop effective cross-functional delivery roadmaps and generate plans for future product offerings. • Led multiple full-lifecycle client success and continuous improvement projects, from conception to delivery. • Edited and published weekly newsletters, managed multiple WordPress sites, and published weekly articles with SEO optimization. Responsible for all Infusionsoft email marketing campaigns and monthly maintenance.
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Customer Support Manager
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2015 - 2016
★ Transformed the customer relations function from a service-oriented approach to a mission-oriented approach. Instituted a customer-centric culture driven to provide legendary experiences and service.• Created an internal customer satisfaction initiative, empathizing with team members, inspiring and driving change, successfully navigating interpersonal communication, and maintaining a positive team environment. • Encouraged team input in conceptualizing and implementing the ideal customer experience, achieving team buy-in and mission engagement.• Served as a bridge between senior leadership cross-functional teams. Proactively addressed potential issues, ensuring alignment, customer success, and market leadership.• Used market intelligence and skills to tell the story of what was driving performance, making data-driven decisions and recommendations on growing customer engagement and lifetime value.• Managed Hormone Thrivers, a 6k members Facebook group.• Created all onboarding and offboarding processes, email support templates, KPIs, and SOPs.
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Customer Support Lead
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2015 - 2016
★ Served as the support lead for one of the team’s major long-standing clients. • Applied customer relationship building and problem resolution skills to engage client representatives and turn potential issues into customer success victories. ★ Served as the support lead for one of the team’s major long-standing clients. • Applied customer relationship building and problem resolution skills to engage client representatives and turn potential issues into customer success victories.
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Education
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Hope College
Bachelor of Arts - BA, English / Writing -
2015 - 2015
Super VA School (Sharon Broughton)
Certification in Various Technologies, All the latest technology and online marketing strategy
Community
