Lisa Barnes

Visionary
DISC Type : Ds

Head of Customer Care and Returns at Gap

Columbus, Ohio, United States

Overview

Lisa Barnes is an accomplished customer service executive with extensive experience at major retailers like Gap, J. Crew, and Tempur Sealy. Specializing in strategic planning and process improvement, she excels at elevating the customer experience. Colleagues describe her as a passionate, collaborative, and operationally focused leader. She holds an MBA from Franklin University.

Outside of her executive roles, Lisa has a demonstrated interest in community engagement and governance. Her professional interests extend to major consumer-focused companies like Google and The Home Depot, reflecting her focus on large-scale customer operations and experiences.

She holds a Nonprofit Board Leadership Certification, indicating a commitment to community and organizational governance.

Personality Overview

Risk Tolerant

Fast But Thoughtful

Direct & Assertive

They exhibit a rare combination of being result-oriented but patient at the same time.  They are very professional in their approach and can weigh multiple perspectives together. They might take some time to make their mind up but once they do, they don't change it easily.

Topics They Care About

Customer Experience
Her entire career is dedicated to building and improving customer service environments for major retail brands, earning her a spot on the CX 100 list in 2024.
Operational Turnaround
She has a demonstrated history of reengineering operations, reducing team attrition by over 50% in a previous role, and improving overall efficiency.
Team Engagement
She focuses on creating strong team cultures and implementing strategies like work-at-home programs to boost associate engagement and retention.

Media Appearances

Lisa has no verified media appearances

Work History

1-2021
Head of Customer Care and Returns at Gap
5-2015 - 8-2020
Head of Service Excellence Center at Tempur Sealy International
2-2008 - 3-2015
VP Customer Care at Cornerstone Brands, Inc (HSNi)
4-2005 - 2-2008
Director | Service Excellence Center at J.Crew
3-2003 - 4-2005
Director | Customer Care at Cheryl & Co.

Education

Master of Business Administration - MBA from Franklin University
BA from Ohio Wesleyan University

More Information

Social Presence :

Prographics :

Exp : 22 Location : Columbus, Ohio, United States Job Level : Mid-senior Designation : Head of Customer Care and Returns at Gap
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Insights For Selling To Lisa

During A Call Or A Meeting

DO's

  • Let them know of potential risks but suggest mitigation methods alongside
  • Ask them at the end if they see a strong value prop in your product; expect an honest answer
  • You can spend time on BANT (or other qualification methodology) but keep it to the point

DONT's

  • Don't take their patience for granted, avoid long-winding sermons
  • Don't focus too much on mutual contacts or bother about other stakeholders, focus on them
  • Don't go over them unless you are left with no other option

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Lisa is

  • Strong proof of impact and their conviction will matter the most, but they wouldn't want to act unilaterally either
  • Will you ever get a clear answer from Lisa

  • They will say no if they are not convinced but you will have to prompt them.

Insights For Deal Planning

    How fast (or slow) will Lisa move?

  • They will want to understand things well but can move fast once they have a clear picture.
  • Can Lisa take some risk or not?

  • They have good risk tolerance but are likely to think it through once or twice.

You And Lisa

Personality Compatibility


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