Lisa Taylor

Experience

• 

  DHL Express

  Jan 2000 - Jan 2007

  Import Supervisor

  • Effectively led group of 15 customs brokers and 25 frontline associates that answered questions and helped customers clear shipments through US Customs, FDA, USDA and other government agencies. • Effectively and efficiently cut processing time by 50% through implementation of a new software program (EMA – Event Management Application) to process import paperwork before shipments arrived in the US. • Streamlined import process by creating a training program for new associates to quickly and efficiently learn and pass customs brokerage tests in order to become licensed brokerage agents. • Recruited new employees; processed paperwork and facilitated orientation and training.• Proficiently created forecasting and budgetary requirements to support FTE based on workload.• Successfully created and implemented a peer-led rewards and recognition program for the leadership team in the call center; promoted cross-functional partnerships and learning opportunities for all leadership.• Repeatedly recognized for top performance through three fast-track promotions in an 18-month period. Show less

• 

  HD Supply

  Mar 2007 - now

  • Led and managed team of 14 associates supporting accounts across the US.• Responsible for managing accounts, directing sales teams, creating and implementing sales strategies.• Successfully developed and executed strategic operations in target markets.• Displayed superior leadership in training and educating national team on product lines, sales tools and product implementation strategies.• Met and exceeded area departmental goals through coaching and managing sales team staff.• Provided leadership and coaching to team members on selling skills, performance management and career development.Notable Accomplishment: • Developed new accounts while managing given territories with $10M-$15M in annual sales. Show less • Responsible for recruiting, training and motivating Customer Service staff in order to increase loyalty and customer retention and improve business performance. • Revamped specialized training program for Hospitality CSR’s by collaborating with Training Department to update SOP’s and resources. Allowed associates to quickly meet to customer needs . Notable Accomplishments: • Co-led multiple successful projects within customer service to increase average order size; Add/Madness Sale program and Quote initiative resulting in $4M in additional revenue thru P8 FY ’17.• Achieved TOP sales across all of customer service department for two years in a row with regards to Add/Madness Sales promotions – FY ’16 & ’17; $380K thru P8 FY’17. Show less • Recruited and trained top notch sales representatives to excel in customer service and sales. • Spearheaded new training program for Inside Sales Associates to promote company growth goals and initiatives.• Created and implemented new reporting structure to track and account for sales calls, department metrics and sales initiatives.• Successfully implemented vendor training programs for ISR’s to promote solution selling techniques and company initiatives.Notable Accomplishments: • Led team to over $100M in sales during two-year time period with 20%YoY growth.• Captured 30% sales growth and 25% profit margin growth in portfolio during two-year period. Show less • Supported customer service activities by directing and overseeing team members, resolving customer questions/complaints and developing programs and procedures to enhance productivity and performance.• Successfully helped launch Hospitality Customer Service Team through implementation of vertical specific SOPs and training. • Created Hospitality SharePoint page to centralize resources and promote consistency and efficiency in assisting customers.Notable Accomplishment: • Selected for Team Leader promotion after demonstrating ability to learn quickly and master complex concepts within first 90 days. Show less

  • Manager - Customer Experience at HD Supply

    Jul 2023 - now

  • Supervisor - Customer Solutions Experts HD Supply Facilities Maintenance

    Sept 2019 - now

  • Supervisor - Team Selling at HD Supply Facilities Maintenance

    Mar 2018 - Sept 2019

  • Supervisor - Hospitality Customer Service

    Jan 2015 - Sept 2019

  • Renovations Project Specialist

    Feb 2014 - Dec 2014

  • Team Lead Inside Sales

    May 2011 - Jan 2014

  • Team Lead Customer Service

    Mar 2007 - Apr 2011