Lisa Smith, BA, BS, MA

Experience

• 

  CorVel Corporation

  Dec 2001 - Feb 2011

  EDI Coordinator
• 

  City of Richmond

  Aug 2007 - Dec 2012

  Customer Service Supervisor

  Customer Service Supervisor• Manage a team of call center agents• Be available to affect the entirety of the team’s operation• Motivate and encourage agents through positive communication and feedback• Monitor queue and track inbound calls• Disseminate new procedures and policies to the agents• Perform and provide monitoring evaluations• Keep track of attendance, adherence, daily statistics, and time off• Administer training for new hires and existing call center staffCRM (Customer Relationship Management) Team Member• Create knowledge articles for public information• Defining the system’s look and feel for citizen portal• Defining the system’s look and feel for City employees• Designing and building the interfaces to existing departmental systems• Determining information requirements, gathering, and reformatting releasable information• Determining the reporting strategy and designing reports• Determining service requests workflows, expected resolution times, Service Level Agreements (SLA’s) and escalation procedures• Performing Quality Assurance and Testing activities• Writing scripts to assist call center agents in assisting citizens• Serving as departmental and superusers• Configuring and developing existing and new processes Show less

• 

  City of Richmond, Virginia

  Feb 2020 - now

  Senior Training Specialist with supervisory background

  • Program and Operations Supervisor, Senior

    Apr 2024 - now

  • Interim Customer Service Manager, Senior

    Jul 2022 - Apr 2024

  • Senior Training Specialist

    Jan 2018 - Apr 2024

  • Acting Gas and Water Field Superintendent

    Feb 2020 - Jul 2022