Lisa Marshall

Background

About Lisa Marshall

In my current role as a Customer Service Team Manager at U-Haul International, I am responsible for managing a team of 40, assisting customers, communicating with our field locations, reviewing Profit and Loss statements, assisting with refunds, auditing calls for quality assurance, helping team members met their goals, coaching and mentoring, assisting with pilot programs, completing Qualtrics surveys, ensuring Unity of Direction in policy, procedure, and system programs. My key skills include delivering information and policies with empathy and clarity, excel spreadsheets, monitoring, measuring, and coaching with industry KPI standards, delivering effective demonstrations, communicating with all levels of management and customers. I use these skills to improve customer facing experiences, improve retention and satisfaction among team members, and build better business relations. Over the past 2 years, I have earned awards for the Most Friendly and Most Knowledgeable Customer Service Manager. My focus on improving quality care have resulted in an 18 percent increase in my Teams customer satisfaction rating, measured through Qualtrics. Employers in my field seek unified, diverse and empathetic leaders By pursuing self-growth opportunities, business training and paying attention to industry standards, I have consistently delivered results that align with business goals. I rely on my educational background and experience working with learners of all different styles and backgrounds to help me deliver effective and quality leadership and care. My ability to deliver quality and customer first leadership makes me a valuable asset to any organization aiming for customer and team member retention. Outside of work, I am passionate about sewing, overlanding, and weightlifting, which has taught me to how push my personal boundaries and to stay persistent. I am also dedicated to spending time with my family, which fuels my drive to continuously learn and contribute positively to both my field and community. Let’s connect! I’m always eager to meet new professionals and exchange ideas. Feel free to reach out to me on LinkedIn or email me at lisamarshall916@gmail.com. I look forward to connecting with you!