Lisa Rosenfeld
Customer experience advocate driving success through leadership. Expertise in Training & Development, Customer Experience, Call Center Management, Human Resources and business growth.
- Role
- Senior Director, Strategic Partnerships North America at MSX International
- Location
- Park Ridge, NJ, US
- LinkedIn followers
- 500 followers
About Lisa Rosenfeld
Executive/Senior Manager of Training, Customer Services and Human Resources with extensive experience in the automotive industry. Proficient in Digital Learning platforms, Customer Satisfaction, Customer Retention, Team Building, and all areas of Strategic Human Resources. I build winning teams and passionate cultures in every role I hold.Highlights that speak to my strengths and skills include: Spearheaded retail and technical training and development initiatives across dealership network including technician recruiting, and leadership development, as Head of MB Training Academy. Championed and secured multimillion dollar annual budget to overhaul dealer training offerings by innovating a unique funding model throughout network. Boosted call center KPIs 50% year-over-year while reducing call volume 15%, improving all call center operations and ensuring Customer Experience OKRs are met across customer-facing lines of business. Owned strategic human capital and employee engagement development initiatives as CHRO, including talent and leadership, employee relations, compensation, benefits, succession planning, and executive development to achieve and maintain ranking on Fortune Great Places to Work list. Innovated fully interconnected compensation, performance, succession, and bonus payout systems, improving overall team performance and morale while strictly controlling costs.Key Areas of Expertise: People Leadership | Process Improvement | Team Building & Development | Customer Services | Immersive Learning Talent Management | Communication | Call Center Management | Strategic Planning | Customer ExperienceHuman Resources | Digital Learning| Emotional Intelligence | Mediation | Compliance | Coaching & Mentoring
Experience
Senior Director, Strategic Partnerships North America
Sep 2024 — Present
Oversee strategic business development initiatives by evaluating market opportunities, forecasting sales, and monitoring customer needs. Relationship leader with responsibility for thought leadership, growth, design and innovation for luxury brand clients. Collaborate to develop custom solutions and advance ongoing programs ensuring alignment with customer requirements on both a business and technical level across the North American market.
Education
SUNY Albany
Bachelor of Science
University at Albany
Masters of Business Administration (MBA)
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