Customer Service Supervisor Manager in Boston MA Resume Lisa Friberg

LISA M. FRIBERG Newburyport, Massachusetts 01950 978-430-4455  [email protected] www.linkedin.com/in/lisafriberg1 CLIENT SERVICES SUPERVISOR MANAGER Highly effective business professional and customer service manager with 20+ years of experience providing expertise and extensive consulting knowledge to various client bases in the real estate and financial industries in capacities ranging from portfolio management to process improvement and growth development. Proven ability to develop essential client relationships and improve corporate presence, sales, and savings. Strong communication skills, staff training strategies, and team management, capable of boosting organizational efficacy. Comprehensive knowledge of commercial, retail and residential real estate holdings. Dedicated interest and demonstrated success in assisting first-time homebuyers and spearheading community volunteer opportunities. Core Competencies Project Management  Real Estate Management  Strategic Partnerships  5S Auditing Vendor Relationships  Process Improvement  Customer Service & Client Relations  Consulting Staff Management & Training  FDIC Compliance  Data Management & Analysis Workflow Enhancement PROFESSIONAL EXPERIENCE VALSPAR CORPORATION, Newburyport, Massachusetts Supervisor, Consumer Relations  2011 to Present Business Development Specialist  2010 to 2011 Technical Consultant  2008 to 2010 Direct multiple aspects of consumer relations and business development for an international manufacturing company. Supervise, coach and mentor customer service staff, spearheading training initiatives, leading bi-weekly team meetings, and overseeing performance. Coordinate complex quantitative data and metrics ensuring compliance. Manage inquiries and negotiate settlements when necessary, promoting client satisfaction. Demonstrate expertise on Six Sigma Green Belt Project Team and 5S Audit Committee and increase efficacy and ISO compliance of Customer Contact Center through instruction of best practices and development of ongoing training initiatives. Source and identify sales opportunities, developing strategic partnerships with key clients. Highlights & Achievements:  Improved workflow through co-development and implementation of a new Customer Contact Center tracking system in Salesforce with follow-up training of agents on the system.  Reduced customer grievances significantly through creation and implementation of consumer reimbursement process increasing customer satisfaction and reducing complaint resolution time. REAL ESTATE CONSULTANT|CUSTOMER SERVICE, Newburyport, Massachusetts  2006 to 2008 Real Estate Consultant Oversaw market research efforts, competitive analysis, and real estate sales strategies for a regional development company. Conceived of and led growth initiatives through communication and collaboration with sales team, promoting effective approaches for expansion and fiscal success. Highlights & Achievements:  Increased sales opportunities by employing strategic expertise in consulting.  Performed successfully under tight deadlines through utilization of creative techniques and knowledge of best practices.

Resume

LISA M. FRIBERG  Page 2  [email protected] GUARDHILL FINANCIAL, Boston, Massachusetts  2004 to 2006 Mortgage Consultant/Inside Sales Led sales and marketing efforts for a large mortgage banking and brokerage firm. Oversaw all marketing strategies and materials including authorship of targeted communications and content, and establishment of marketing database. Ensured compliance with industry standards and lender requirements. Highlights & Achievements:  Closed $50 million portfolio of luxury residential mortgage originations through collaboration with Sr. Vice President. FLEET FINANCIAL, INC. Boston, Massachusetts  1995 to 2004 V.P./Senior Transaction Manager, Corporate Real Estate Properties Oversaw portfolio management of commercial and retail holdings for a major financial corporation. Led effective negotiations and contract administration, promoting fiscal growth. Implemented department policy and best practices to comply with federal regulations. Fostered strategic partnerships with brokers, engineers, property managers, and attorneys, establishing new programs in lease auditing and tax abatement. Highlights & Achievements:  Positively impacted bottom line by adding over $100 million in sales, leasing, subleasing opportunities, tax abatements, and lease audit recovery.  Improved corporate image and community presence by leading TeamFleet Volunteer initiatives. RECOLL MANAGEMENT/FLEET FINANCIAL, INC., Boston, Massachusetts  1990 to 1995 V.P./Team Leader/Manager of ORE Portfolio Established strategic business plan to streamline operations. Implemented and maintained management reporting system. Streamlined communications through creation of corporate newsletter. Managed 300+ residential properties. Led marketing efforts for property sales and mortgage origination. Optimized compliance with environmental, governmental, and legal requirements. Developed First Time Home Buyers Program to increase home ownership opportunities. EDUCATION & CERTIFICATION BACHELOR OF SCIENCE, BUSINESS ADMINISTRATION Keene State College CERTIFICATE, PROJECT MANAGEMENT Kaplan University TECHNICAL SKILLS Microsoft Office (Word, Excel, Outlook), Salesforce.com, Avaya, Oracle, Lotus Notes PROFESSIONAL AFFILIATIONS MA Real Estate Commission, MA Real Estate Salesperson NH Real Estate Commission, NH Real Estate Salesperson Connect: Professional Women’s Network Corporate Real Estate Group

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