Lisa Barnes in

Lisa Barnes

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Head of Customer Care and Returns at Gap
📍 Columbus, Ohio, United States

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.

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Experience
22 Years
Current Role
Head of Customer Care and Returns
Job Level
Mid-senior
Location
Columbus, Ohio, United States
Personality Overview

How Lisa shows up

Communication Style
Decision Approach
Work Preference

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Priorities

Topics Lisa cares 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.
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Career

Work history

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

Media appearances

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Education
Master of Business Administration - MBA
Franklin University
BA
Ohio Wesleyan University
Social presence
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Behavioral profile

DISC profile (public)

DISC behavioral profile

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