Marisa Liscano: Director of Customer Operations and Inside Sales in Fullerton, CA

Strategic Leadership: Develop and execute strategies to enhance customer satisfaction, optimize sales processes, and improve operational efficiency. Provide visionary leadership to align customer service and inside sales initiatives with overall company goals and objectives. Team Management and Development: Lead, mentor, and motivate a team of customer service representatives, inside sales professionals, and operational staff. Foster a culture of high performance, continuous improvement, and customer-centricity within the departments. Customer Experience Enhancement: Oversee the design and implementation of customer service policies, standards, and procedures to ensure exceptional customer experiences. Monitor customer feedback and metrics to identify areas for improvement and drive initiatives to enhance customer satisfaction and loyalty. Sales Strategy and Execution: Develop inside sales strategies to drive revenue growth and achieve sales targets. Collaborate with sales and marketing teams to align inside sales efforts with marketing campaigns and product launches. Operational Efficiency and Process Improvement: Optimize operational processes to streamline workflows and maximize efficiency across customer service and inside sales operations. Implement metrics and KPIs to measure performance, identify bottlenecks, and implement continuous improvement initiatives. Cross-functional Collaboration: Work closely with other departments such as marketing, product development, and logistics to ensure seamless coordination and communication. Collaborate with senior management to report on departmental performance, key metrics, and strategic initiatives. Technology and Tools Utilization: Evaluate and implement technology solutions and tools to enhance customer service delivery, inside sales effectiveness, and operational productivity. Ensure team proficiency in CRM systems, sales automation tools, and other relevant technologies. Compliance and Quality Assurance: Ensure compliance with industry regulations, company policies, and standards of service quality. Conduct regular audits and quality assurance reviews to maintain high standards of service delivery and operational integrity.