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Lisa Swaney

Lisa Swaney

Manager, Customer Response

Ariba

Pittsburgh, PA

Manager, Customer Response at Ariba

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Ariba

Manager, Customer Response

o While managing existing operations in North America, proceed with Phase II of the project to transition Customer Support for Quadrem Solutions from a third-party call center company in Curitiba, Brazil to in-house support in Rio de Janeiro, Brazil
o Coordinate weekly and monthly operations meetings to review each team’s performance and identify areas of success and opportunities for improvement
o Support team leaders in their efforts to manage daily team operations and cultivate professional development amongst their own direct reports
o Continuously reevaluate the strategic vision of the organization and coordinate projects to align with team goals

Career medium 03
Career
Career medium 01

Ariba

Team Lead, Customer Response

o Collaborated with a global project team to successfully transition Customer Support for Quadrem Solutions from a third-party call center company in Costa Rica to centralized, in-house support in Pittsburgh and Prague (Phase I)
o Recruited, hired and developed 10 Customer Support Specialists who provided inbound phone call and e-mail support to customers
o Consistently exceeded all service level and customer satisfaction targets each quarter since the team’s inception
o Professionally developed direct reports by regularly providing feedback and coaching, and by exhibiting the importance of quality customer service, professionalism, and teamwork

Career

Ariba

Quality Management Specialist

o Ensured the highest quality standards for customer service within the global Customer Assistance Team
o Conducted Go-Live calls with new customers to introduce them to the Ariba Customer Assistance Team
o Provided agent coaching and quality assurance for agents processing inbound phone calls and e-mail requests to help them reach their full potential
o Led continuous improvement and refresher training sessions to guarantee help desk agents possess the tools and training necessary to present an exceptional level of support

Career medium 03
Career
Career medium 04

Ariba

Product Specialist / Auction Administrator

o Proactively monitored live sourcing auctions to maintain market integrity and promote fair business practices among buyers and suppliers
o Researched and resolved complex cases to offer customers a timely and thorough resolution in non-technical, straightforward language
o Frequently led ad-hoc training sessions for new team members while also guiding them through a mentor program which encourages them to prosper in their new roles

Career

Ariba

Customer Support Assistant

o Provided valuable inbound application and functional support for multiple Ariba Spend Management applications
o Promptly resolved customer issues professionally and courteously while consistently meeting or exceeding all service level goals
o Regularly resolved more than 90% of customer cases without escalation

Career medium 02
Career
Career medium 06

US Steel

Business Planner

o Effectively monitored and controlled inventory accumulation at each production unit to minimize work-in-process inventory without depleting each unit’s necessary resources
o Continually diminished aged inventory by resolving abnormal holds, errors and other inaccuracies to accomplish improved flow between units
o Served as the liaison between sales departments and plant operations divisions to meet customers’ needs and supply quality products
o Aided in the implementation of a new bulletin system which resulted in more efficient shipments and greater ease-of-use for customer service representatives and warehouse personnel

Career

US Steel

International Logistics Intern

o Coordinated container shipments of hazardous material from China to a processing facility in Indiana
o Organized and planned weekly shipments with suppliers, customs brokers and freight forwarders

Career medium 01
Career

The Pennsylvania State University

Bachelor of Science, Supply Chain & Information Systems