Lisa Lebrun

Director, Customer Success Operations

Isolocity QMS

Mar 2024 - Current (2 years 6 months)

-Owning the strategic direction of the Customer Success Department -Continuous Improvement of processes and client experience -Determine and own the KPIs for Onboarding, Support and Customer Success -Implemented the support Chabot & SS Onboarding path -Increase MRR lifetime/HR by improving efficiency & improving customer satisfaction. -Mentor and coach the CS Team

Director of Customer Success

Amilia

Apr 2023 - Nov 2023 (8 months)

eCommerce Platform (Recreation & Registration) In April of this year after having a very productive 2022 growing and Implementing new processes within the PS Team, and working to optimize in Customer Care, I was invited to take on a new opportunity at Amilia & also lead a large business transition, taking over the Leadership of the Customer Success Team. The invitation included: -Bringing on & ramping up new Team members -Planning the expansion of the new CSM portfolio -Revisiting processes & re-evaluating how we presented value to clients -Rebuilding compensation plans and KPI Targets -Planning transition of accounts to a more vertical focused structure. Create experts in specific areas, & better service our clients. -Implemented & r

Director Of Client Services

Amilia

Mar 2022 - Apr 2023 (1 year 2 months)

eCommerce Platform (Recreation & Registration) Leading up the Client Services division of CX. My Department is made up of 2 amazingly dedicated Teams of Amilians, Customer Care & Professional Services. We are focused on providing high levels of Client Satisfaction, delivering exceptional on-boarding’s & ensuring we and the clients have fun, while we do it all!!! Grow, set up to scale, & measure are key focuses as Amilia continues to expand. Main accomplishments/ initiatives driven in 2022: -Power Bi Dashboard tracking Sales to Go Live metrics -Established R&R between CSM & Customer Care Teams -Establish R&R between Implementation Consultants & Project Coordinator roles to clarify ownership & streamline responsibilities -Drove Roll out of

Director Managed Services

Upland Software

Jun 2020 - Mar 2022 (1 year 10 months)

Telecom Expense Management Software (TEM SaaS Platform) After the acquisition of Cimpl and reporting to the VP of professional services, my leadership became more focused on the Managed services side of the business. In a short period of time I took on the only other managed service dept in the company, and expanded my knowledge and skills to also lead the Invoice loading team. At this point my team had to grown to approx 40 managed service specialists, with 3 Team leads. Supporting clients within our portfolio having MRRs of 60K and more, for our services. My main focus was making sure clients signing up for managed services were well set up after the onboarding process, and had the daily support they required to accommodate their bus

Director Client Engagement at Upland Cimpl

Upland Cimpl

Sep 2019 - Jun 2020 (10 months)

Director- Client Engagement Cimpl

Upland Cimpl

Mar 2018 - Jun 2020 (2 years 4 months)

Telecom Expense Management Software (TEM SaaS Platform) Reporting directly to the President of Cimpl, I brought on board a US team and we expanded our services into the US Market. Managing a team of 20 plus employees with 2 Team leads assisting me, my role became more strategic. Driving KI’s and KPIs within my dept, my focus was on creating initiates within my team to increase client engagement, CSAT and NPS, while at the same time creating a process to monitor work effort vs client MRR, to ensure my dept was profitable. I Implemented a process to monitor deals coming to closure in the funnel, in order to scope well the work effort required to support them, and ensure contracts have the correct scope language pertaining to Managed servi

Team Lead-Client Support

Upland Cimpl

Oct 2012 - Mar 2018 (5 years 6 months)

Telecom Expense Management Software (TEM SaaS Platform) Core Value Award in 2013 for Growth Reporting to the Director of Operations and starting with a team of 5 Client Engagement Managers in 2012 and 1 Managed Services client, I was hired at Etelesolv (later changing its name to Cimpl) to build a solid foundation for the Support Dept who serviced approx 35 clients at the time , and to expand and structure of our Managed Service offerings. Over my 6 years as a lead I increased the scope of our Managed service offerings, provided clear metrics to report monthly on each of the services being delivered and increased the size of the team from 5 to 20.

Operations Manager/ Corporate Division

Worldlynx Wireless

Feb 2011 - Sep 2012 (1 year 8 months)

Corporate Dealer- Bell Mobility Worldlynx Achievement award in 2011 for outstanding performance Reporting to the VP of Operations and overseeing the Operations teams for the Eastern Region of Canada, including both customer Support and Services Teams for Bell Mobility’s largest dealer. Managing the transition of the Operations teams and Corporate customer base over to multiple new software platforms after an acquisition. Managing a cross training program and roll out dates to ensure all Support staff was adequately trained, and all transitions happened with minimal customer impact. Overseeing daily operations including order placement for all Corp Hardware, special client requirements, repair and warranty replacement services and large P

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Assistant Manager-Customer Service

Worldlynx Wireless CBCI Telecom

May 2004 - Feb 2011 (6 years 10 months)

Honoured with Presidents Club award 4 out of 5 years eligible. Reporting to the Customer service Director and Overseeing a team of 20 plus employees both local and remote across Canada. Managing training, day to day staff support, customer escalations & Delivery timelines for large client hardware deployments. Owning the “Red Flag” process to ensure any clients flagged as sensitive had their orders signed off on for quality assurance.

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Customer Service Representative

CBCI Telecom Canada Inc

May 2002 - May 2004 (2 years 1 month)

Reporting to the Customer Service Director, I was a Customer service Representative responsible for the day to day ordering, support of prestige list of Corporate clients. Ensure orders were placed on time and meeting all quality assurance standards. Maintained a 99.5% quality assurance rate.

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