Lisa’s career in customer service began in the early 2000s within the insurance sector, covering roles in call handling, complaints handling, quality assurance, customer relations and compliance. Additional roles in team management and coaching further honed her skills.
Lisa joined OpenContact in 2016, starting as a call centre agent, and as her skills in managing people and training came to the forefront, she was promoted to a team manager, dealing with day-to-day tasks such as call quality, agent productivity, and SLA management. Lisa then moved across to the training department, combining her training, coaching and people skills from her previous roles. As Training Manager, Lisa is responsible for training and coaching for all clients, helping to design, develop and deliver all in-house training, and manage the coaching and quality assurance programme, and nurturing the skills and talent of our team members to deliver.
