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Lisa Martin (She/Her)

Lisa Martin (She/Her)

School teacher

Followers of Lisa Martin (She/Her)1000 followers
location of Lisa Martin (She/Her)Thornton, England, United Kingdom

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  • Timeline

  • About me

    Senior Customer Success Account Manager at Microsoft

  • Education

    • University of Leicester

      1990 - 1994
      B.Sc. Biological Sciences: Animal Physiology

      Activities and Societies: Leicester University Television Society (L.U.S.T.)

    • St Mary’s University, Twickenham

      1994 - 1995
      P.G.C.E. Primary

  • Experience

    • St. Ignatius Primary School

      Sept 1995 - Dec 1998
      School teacher

    • BP

      Jan 1999 - Jan 2002
      Service Manager

    • HP Enterprise Services

      Mar 2003 - Aug 2020

      Managing Cloud, ITIL and Global Service Desk services for high profile finance industry customers spanning BPO loan management services, mortgage services and outsourced IT support across multiple countries.

      • Account Delivery Executive

        Sept 2009 - Aug 2020

      • Service Desk Manager

        Mar 2006 - Sept 2009

      • Service Delivery Manager

        Mar 2003 - Mar 2006

    • DXC Technology

      Mar 2017 - Aug 2020

      Achievements• Active participation in bid and successful win of Global Service Desk contract for customer to whom we previously supplied service to only in the UK, TCV of $7.4million across first 2 years, 2 further years to be negotiated mid-Y2• Expanded existing service offering into global, multi-lingual model with added innovations around Chat/passive interactions with Global Service Desk, driving customer satisfaction to above 90% within first 6 months• Consolidated multiple English Language delivery locations into one single centre for excellence, reducing operating costs internally by approximately 25%, improving performance against contractual SLAs and providing greater continuity of serviceResponsibilities• Management of the delivery of the service against contractual committed SLAs (ASA, First Line Resolution, Average Handle Time etc.)• Ongoing management of the service and the relationship via performance reviews and regular senior management meetings• Constantly review the service and available innovations to identify potentials for improving that service in terms of both quality and cost improvements• Act as overarching owner of the service with senior management within DXC and customer organisation Show less

      • Global Account Run Lead

        Sept 2017 - Aug 2020

      • Account Service Delivery Manager

        Mar 2017 - Aug 2020

    • Microsoft

      May 2019 - now

      • Senior Customer Success Account Manager

        Aug 2020 - now

      • Technical Account Manager

        May 2019 - Aug 2020

  • Licenses & Certifications