Lisa Rizza
Palos Hills
Summary
Dynamic Customer Service professional with expertise in process improvement and conflict resolution. Led successful ERP implementations, boosting operational efficiency and achieving annual loss reductions exceeding $130K. Proficient in training development and ISO compliance, effectively building high-performing teams that enhance customer satisfaction and retention. Skilled in data analysis and agile methodologies to drive continuous improvement.
Overview
11
11
years of professional experience
Work History
Customer Service Supervisor
Givaudan/Vegetable Juices Inc
Bedford Park
02.2022 - 04.2024
- Adhered to worldwide protocols while deploying customer care strategies.
- Led various projects for process improvement.
- Manage everyday operations of a customer support team at the VJI site.
- Delivered superior experiences by fostering customer engagement strategies.
- Resolved conflicts and addressed inquiries across internal and external channels.
- Engaged in routine communication with customers, operations teams, sales departments, supply chain managers, procurement officers and GBS.
- Facilitated problem resolution escalation for customer care representatives.
- Directed the rollout of innovative workflows in customer/product operations.
- Generate debit and credit notes, handle notifications, resolve customer returns collaboratively with the team.
- Collaborate with planning for demand forecasts and stocking agreements.
- Oversaw required ISO documentation.
- Mitigated disputes to achieve peaceful outcome for parties involved.
- Managed order management activities through performance monitoring.
- Enhanced visual performance management in collaboration with various departments to drive improvements.
- Pinpointed process inefficiencies, proposed strategies for optimization.
- Partnered with cross-functional teams to address customer requirements.
- Assessed customer metrics and managed necessary reporting.
- Integrated customer projections in the system and facilitated communication regarding inventory status.
- Enabled smooth onboarding of new procedures for clients and merchandise.
- Safeguard integrity of customer data records.
- Facilitated on-site visits with effective communication strategies.
- Develop training programs for improving competencies of Customer Care Representatives and Sample Technicians.
- Facilitated hiring of high-performing Customer Support personnel.
Operational Liaison
Focal Point LLC
Chicago
05.2013 - 04.2021
- Collaborated with more than 80 internal employees across various roles including sales, service, and finance.
- Managed ERP and CPQ execution, training sessions, reporting activities and data analysis.
- Acted as a key initiative member, ensuring the successful implementation of a companywide ERP rollout for JDE in 2016.
- Implemented a new onboarding and offboarding process via SharePoint that involved building a tool to measure retention of product and standard operating procedures among new and current employees, allowing management to assess training needs and the advancement of individuals to the next stage in their training
- Facilitated quarterly lunch and learn training sessions for up to 45 employees, including executive management; provided coaching, mentoring, and training to ensure higher customer retention and lower turnover rates, resulting in a decreased overhead for external placement assistance and onboarding budgets
- Created a master online library database of relevant customer service documentation to meet International Organization for Standardization (ISO) compliance standards and pass ISO audits, including a company-wide corrective action plan for two departments to unify their operating procedures
- Created a mitigation strategy for product reallocation, reducing losses by $90K to $130K annually.
Education
Certified Change Management Professional -
Prosci
Bachelor of Science -
Northern Illinois University
DeKalb, ILSkills
- Agile methodologies
- Process improvement
- Conflict resolution
- Project management
- Data analysis
- Training development
- Customer service
- Performance monitoring
- ISO compliance
- Onboarding processes
- Document management
- Productivity improvement
- ERP implementation
- Process optimization
- Proficient in Microsoft Office, JD Edwards, SAP, Oracle, Reports Now, Google Analytics, configure, price, and quote (CPQ)
Interests
COMMUNITY INVOLVEMENT , Volunteer, Northern Illinois Food Banks, Chicago and Geneva Volunteer, Animal Shelters Volunteer, Life Source
Timeline
Customer Service Supervisor
Givaudan/Vegetable Juices Inc
02.2022 - 04.2024
Operational Liaison
Focal Point LLC
05.2013 - 04.2021
Certified Change Management Professional -
Prosci
Bachelor of Science -
Northern Illinois University
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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