Lisa Wagner

Experience

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  PASADENA WORLD TRADING

  Feb 2011 - Jul 2011

  Fashion Design assistant

  Pasadena is a trader responsible for establishing business contacts between retail clothing stores, factories and suppliers in China, I had to perform the following tasks:- Creation of designs: making design proposals for collections for department stores - Development of technical specifications: data sheets for chinese factories (design,manufacture, size spec, labels, prints)- International relations: communication and negotation between chinese factories andsuppliers and chilean department stores- Quality check: review of garments, print and confection samples received from China onbehalf of the chilean department stores Show less

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  SKOUT

  May 2012 - Nov 2013

  Skout is a location-based social networking mobile app and a website. The tasks I performed were the following:- Developed and updated procedures, guidelines and strategies used by the Community team- Trained new Community Managers and Leads both in person and remotely - Quality assurance and constant feedback of the Community team- Managed the team’s schedules, payrolls and assignments across different countries- Worked along with NCMEC reporting suspicious content to the proper authorities- Customer service via ZenDesk- Assisted the engineering team in bug detection via app QA and community trends- Worked side-by-side with Community teams provided by vendors Show less

  • Lead Community Manager

    Aug 2012 - Nov 2013

  • Community Manager

    May 2012 - Jul 2012
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  Experian

  Oct 2014 - Feb 2017

  • Manage to and report out on KPIs around issue resolution time, adherence to SLAs and client satisfaction scores.• Process metrics to refine and improve work processes and metrics collections methods.• Work with clients on strategic planning initiatives, marketing program development, results analysis and campaign execution.• Assessing client's needs and determining Cross­Channel Marketing’s appropriate level of account management support.• Accountability for resolving client issues proposing solutions and escalating to the appropriate teams.• Dedicated resource to discuss high level topics, new initiatives/projects and best practice advice to nurture relationship.• Ability to scope, design and execute special or large projects Training of new team members• Manage a team that is setting up, testing, and deploying clients' cross­channel marketing.• Key role in building relationships with clients and serving as point of contact for escalations Show less Experian's principal lines of business are credit services, marketing services, decision analytics and consumer services. The company collects information on people, businesses, motor vehicles and insurance.• Setting up, testing, and deploying clients' HTML email marketing campaigns• Performing quality assurance and cross-checking the work of peers to ensure 100% accuracy• Creating audience segments for targeted e-mail campaigns• Creating and maintaining reports in order to give accurate feedback to the clients• Training of new Account Executives• Client support via data analysis and troubleshooting Show less

  • Manager, Client Services

    Apr 2016 - Feb 2017

  • Client Services Associate

    Oct 2014 - Mar 2016
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  Cheetah Digital

  Mar 2017 - Jun 2019

  - In charge of executing all necessary tasks to successfully complete the divestment from Experian over to Cheetah Digital and being the point of contact between Cheetah Digital's IT team and Experian's IT team- Handled the hiring process to create the local IT team- Coordinated the Cheetah Digital laptop rollout for all Costa Rica employees which included setting up large sessions to walk employees through the initial laptop set up- Assisted with the stand-up of the office network, badging system, security cameras, local phone system, AV set up for meeting rooms of the Costa Rica office- Continuously work together with the local Costa Rica Operations team to provide the necessary support and insight for projects of different teams like HR, Facilities, Recruiting, etc.- Implemented and continuously improved the local asset management process as well as creating local policies- Provide the necessary support and assistance to all employees as an SME in the new Cheetah Digital production tools- Oversee and manage the import process of all the necessary IT equipment following Free Trade Zone laws- Develop and document best practices, tools and tips, enhancing internal troubleshooting processes Show less - Ensure the Platform Team works both collaboratively and independently within the team setting as well as with other engineering teams - Participate on the Emergency Escalation Line during and after hours- Participate in any incident management required tasks such as joining incident bridges, help with testing and provide any information the incident team requires to troubleshoot the incident- Send RCAs both to internal and external stakeholders- Identify trends of recurring issues, escalate these issues to the respective teams and ensure these escalations get resolved in a timely manner providing regular updates to clients and affected internal teams- Direct point of contact for client accounts marked as risky to ensure these accounts would get a personalized, quick and efficient support- Define, manage and improve the operating procedures and standards for the team- Manage case volume distribution, daily productivity, escalation and knowledge base- Plan and conduct training in-line with opportunities and business needs both for the Platform Support team members as well as for other internal teams using the client platforms- Run regular team meeting events to discuss currents goals, results, volume drivers, department and organizational changes and updatesTrain, coach and mentor platform support team members. Show less

  • Supervisor, Costa Rica IT Operations

    Dec 2017 - Jun 2019

  • Manager, Platform Support

    Mar 2017 - Nov 2017
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  Meet Marigold

  Jul 2019 - Feb 2024

  Manager, Global IT Operations

  - Build relationships with key business stakeholders within the region to understand strategic direction, operational needs, trends, constraints, opportunities, etc. - Interact directly with all departments’ heads to identify needs.- Head and stimulate team to attain set standards and objectives.- Identify opportunities for IT to better support the business and promote IT as a trusted delivery partner.- Provide support during Global All Hands lead by the executive leadership team as well as Client Summits.- Managed and supervised office moves within the AMER region (US and Costa Rica) coordinating with different internal teams and local vendors- Worked closely with different vendors during contract renewal process and acting as an IT business partner for the regional and local IT operation needs.- Assist with the recruiting, interviewing and development process of the IT team.- Follow and propose updates to policy, standards and procedures for the Global IT team.- Manage and maintain the service compliance of all IT assets in line with business and regulation requirements.- Implemented efficient asset management process during COVID-19 lockdown.- Assist with budget process taking into consideration office headcount changes, office growth and special needs for various users/departments. Show less

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  SymphonyAI

  Feb 2024 - now

  Senior Manager, Global IT Operations

  - Collaborate directly with internal stakeholders from various departments (HR, R&D, Finance, etc.) to align IT initiatives with business goals.- Lead multiple internal IT projects utilizing PRINCE2, Kanban, and Scrum methodologies.- Facilitate the migration of multiple Microsoft 365 tenants into a single corporate tenant and manage the re-enrollment of company laptops into the corporate MDMs.- Collaborated with other R&D teams as a lighthouse customer to test in-house tools, providing valuable feedback and improvement suggestions for ITSM tools, GenAI tools, and more- Lead and inspire a global team of IT analysts across multiple regions to achieve set standards and objectives.- Assist in the recruiting, interviewing, and development process of the IT team.- Develop and propose updates to policies, equipment standards, procedures and internal documentation for the Global IT team. Show less