Lisa Ruggiero is a strategic and passionate customer-centric professional with over 20 years of experience in project management, customer service, and relationship building. She has a proven track record of managing complex projects on time and within budget while achieving high levels of customer satisfaction and retention. Her background includes roles as a consultant, program manager, service delivery manager, and customer care director where she consistently delivered results through strong communication, leadership, and a focus on client needs.

1. Lisa Ruggiero
Phoenix, AZ
lruggiero77@cox.net h: 480-460-2344 c: 480-688-6522
Strategic Passionate Customer Centric Professional
CAREER SUMMARY
Strong focus on building and improving client relationships driving high levels of satisfaction resulting in
a 98.9% retention rate. Results-oriented and highly organized with proven success managing 5 to 7
simultaneous complex projects / programs from requirements gathering through launch. Consistently
achieve project delivery milestones and deadlines with exceptional communication and follow through.
KEY STRENGTHS
Relationship Building; Leadership; Requirements Definition; Contingency Planning; Delivery Management;
Training and Development; PMI Standards; SAP Methodology; Agile Methodology; Call Center Technology
PROFESSIONAL EXPERIENCE
CONSTULTANT, OCT 2010 TO PRESENT
ERP STAFFING SOLUTIONS, INC.
90 day contract for a large ERP Hosting company in Phoenix, AZ to manage a new SAP
implementation project.
PROGRAM MANAGER, JULY 2007 to FEB 2010
MontaVista Software (acquired by Cavium) – Tempe, AZ
Embedded Linux Software Company
 Increased customer satisfaction by 45.5% within 2 months after assuming responsibility for high
revenue key customers as a result of exceptional ability to advocate for client needs.
 Ensured strict adherence to Project Management Institute (PMI) guidelines while utilizing the
Agile Software Development methodologies resulting in on-time in-scope delivery of a new
software product.
 Achieved a 1.2% increase in training revenue in 2009 compared to lost revenues throughout the
industry during the same time period by creating and managing new Web-based training courses.
Managed relationships with training vendors, as well as created training schedules.
SERVICE DELIVERY MANAGER, JUNE 2000 to JULY 2007
ACS AMS – Phoenix, AZ
ERP Hosting Company
 Achieved 90% client retention, grew revenue by 35%, and increased overall satisfaction by 80%
within 10 months through exceptional communication and improved service delivery for key SAP
hosted accounts.
 Managed 5 to 7 simultaneous complex projects and programs from requirements gathering
through launch and then on-going account maintenance. Developed and updated project plans,
coordinated project meetings, managed requirements, and tracked progress.
 Drafted Statements of Work (SOWs) and maintained 100% current account receivables.
 Monitored client database disk utilization and delivered timely reports to facilitate client planning,
budgeting, and forecasting.
 Chosen as key member of three process groups working to obtain BS15000 certification.
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2. CUSTOMER CARE DIRECTOR, 1999
Dobson Communications / Cellular One – Richmond, KY
Cellular Phone Company
 Managed day-to-day operations of customer care center. Supervised, trained, and evaluated over
45 team members.
 Orchestrated complete restructuring of the customer care center; introduced workflow efficiencies
resulting in 20% increase in client satisfaction within 6 months.
 Enhanced team satisfaction by 40% with implementation of clearly defined responsibilities,
performance standards and incentives.
CUSTOMER CARE MANAGER, 1990 to 1999
AirTouch Cellular (acquired by Verizon Wireless) – Phoenix, AZ
Cellular Phone Company
• Developed and coached a management staff of 10 supervisors.
• Implemented job requirements and performance standards for customer service representatives
and supervisors to achieve world class call center goals.
• Focused on results for the Call Center, which contributed to 78% increase in the Average
Speed of Answer, 48% decrease in Average Handle Time and 42% increase in Service Level.
• Developed contingency plans with the Network Director to ensure minimum customer impact.
Collaborated with Cellular Network Engineers, Telecom Manager, and LEC to resolve customer
call routing issues worldwide.
• Assigned to the corporate team to implement new products and practices to combat cellular
fraud and maintain customer satisfaction and loyalty. Decreased fraud losses from 1.5M to .4M
in 8 months.
• Selected best practices and procedures for new fraud prevention technologies on the network,
and decreased fraud by 60% in the Atlanta market compared to gains in other markets.
Additional experience: Paralegal with Household Finance, and Bankruptcy Supervisor with Citicorp.
EDUCATION / CREDENTIALS / AFFILIATIONS
Bachelor of Science in Information Technology, Systems Analysis University of Phoenix
Training: Project Management Certification Training (PMP Exam – in process)
Professional Affiliations: Project Management Institute, National Association for Female Executives
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