Lisa Schrier

About Lisa Schrier

Global Sales Enablement & Learning Expert - Driving Scalable Sales Growth Through Learning Innovation, Operational Excellence, and Strategic Enablement. Accomplished and forward-thinking leader with extensive experience building and scaling global sales enablement and learning programs across enterprise, SMB and channel partner organizations. Recognized for designing innovative learning strategies that elevate seller performance, accelerate onboarding, and align teams to business priorities. Expert in transforming complexity into clarity – integrating people, process, and technology to drive readiness, productivity, and revenue growth. Known for cultivating collaboration, empowering teams, and delivering impact across global sales and partner ecosystems.

Experience

1. Training Strategy & Agent Enablement Program Manager

   H&R Block

   Jan 2026 — Present

   Program Management* Lead the end-to-end planning and delivery of our highest priority and most complex programs by partnering with leadership and stakeholders to facilitate a needs assessment and strategy aimed at improving agent readiness and client outcomes.* Develop comprehensive program strategies, roadmaps and plans, expertly framing the need, scoping and road-mapping the work, owning governance and stakeholder engagement, defining KPIs, and reporting on results.* Present strategic recommendations and performance updates to senior leadership to inform decision-making and resource allocation.Training Strategy Development* Design and maintain a strategic framework for agent training and development.* Collaborate with the centralized training team to hand off strategy for curriculum development and execution.* Ensure training initiatives are aligned with operational goals and customer experience standards.* Track and report training KPI’s, such as graduation rate, nesting quality scores, time to proficiency, and recommend strategies to improve.* Stay informed on emerging technologies and trends in contact center learning and enablement.* Performance Monitoring & Gap Analysis* Analyze agent performance data to assess training effectiveness and success of Agent Enablement initiatives.* Identify skill gaps and recommend targeted training solutions.* Partner with Process Excellence, Training, and Agent Quality & Analytics teams to close performance gaps through strategic interventions.Cross-Functional Collaboration* Collaborate with stakeholders and drive alignment, owning program data-driven reporting, scope of impact, and communication, and partnering to iterate and improve outcomes for our agents and our customers.* Align enablement strategies with broader Customer Care and organizational initiatives.* Facilitate feedback loops between frontline teams and support functions to continuously improve agent experience.

Education

• Bellevue University

  Bachelor's degree, Marketing/Marketing Management, General

  1999 — 2001

Skills

• English
• Outlook
• Microsoft Office
• Strategy
• Program Management
• Salesforce.com
• Microsoft Word
• Powerpoint
• Microsoft Excel
• Vendor Management
• Research
• Account Management
• Relationship Building
• Management
• Team Building
• Customer Service
• Windows
• Leadership
• Lead Qualification