Lisa Censullo

Lisa Censullo

Greater Boston
4K followers 500+ connections

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About

Senior-level Operations Executive with 15+ years of experience in leading and scaling…

Articles by Lisa

  • A Sit Down with Bant Breen on Change Management
    May 22, 2024

    A Sit Down with Bant Breen on Change Management

    I recently sat down with Bant Breen on The UNCAGED Show to discuss my career as an Operations Executive. This is an…

    2 Comments
  • We are hiring
    Jun 4, 2018

    We are hiring

    We are hiring - Operations and Event Coordinator This is an entry level position to get your foot in the door at the…

  • We are expanding, come work with us!
    Oct 24, 2016

    We are expanding, come work with us!

    Best of Boston Events is expanding and is looking for good talent. Do you love planning events? Are you the type of…

    3 Comments

Activity

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Experience

  • City Wide Facility Solutions Boston Graphic

    City Wide Facility Solutions Boston

    Marlborough, Massachusetts, United States

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    Middleboro, Massachusetts, United States

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    Alexandria, VA

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    Greater Boston Area

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    Atlanta, Georgia, United States

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Education

Projects

  • ACQUISITION INTEGRATION

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    • The CEO charged me to integrate a business with much more significant revenues than Alexander Gallo Reporting within a strict 60-day timeline. So, I created an integration plan, won approval, led all due diligence, built/coached the integration team to facilitate problems/technology/people/clients, and navigated the complexities of layoffs and consolidation of responsibilities. The merger was completed on time, delivered $2M in synergies without business disruption, and this model was used…

    • The CEO charged me to integrate a business with much more significant revenues than Alexander Gallo Reporting within a strict 60-day timeline. So, I created an integration plan, won approval, led all due diligence, built/coached the integration team to facilitate problems/technology/people/clients, and navigated the complexities of layoffs and consolidation of responsibilities. The merger was completed on time, delivered $2M in synergies without business disruption, and this model was used for all subsequent integrations.

  • COVID-19 RESPONSE / SERVICES OPTIMIZATION / EXPANSION

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    • COVID-19 prevented in-person interactions and stopped business travel, eroding revenue and causing 50% of jobs to be lost or furloughed. The CEO charged me to pivot the business into a sustainable virtual model. This involved developing a plan and leading teams to execute, including securing sponsorships, an Industry Forum Series for industry CEOs, providing virtual events with relevant content, revamping social media, and enhancing logistics. These efforts drove membership engagement to 1M…

    • COVID-19 prevented in-person interactions and stopped business travel, eroding revenue and causing 50% of jobs to be lost or furloughed. The CEO charged me to pivot the business into a sustainable virtual model. This involved developing a plan and leading teams to execute, including securing sponsorships, an Industry Forum Series for industry CEOs, providing virtual events with relevant content, revamping social media, and enhancing logistics. These efforts drove membership engagement to 1M views over 60 days, sustained the brand, and competitors began to copy these tactics.

  • GLOBAL / INTERNATIONAL / NATIONAL EXPANSIONS

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    • When the company desired expansion into Asia and Australia, I was tasked by the CEO to lead the charge. Within 30 days, I managed technology installation and testing, led software development, trained resources, and met with clients to ensure expectations were met. We ended up restoring the confidence of a previously unsatisfied client by implementing new solutions (which saved a $5M contract). We assumed extra responsibilities after a project manager quit. This enabled expansion into…

    • When the company desired expansion into Asia and Australia, I was tasked by the CEO to lead the charge. Within 30 days, I managed technology installation and testing, led software development, trained resources, and met with clients to ensure expectations were met. We ended up restoring the confidence of a previously unsatisfied client by implementing new solutions (which saved a $5M contract). We assumed extra responsibilities after a project manager quit. This enabled expansion into Ireland, Bermuda, and the UK.

  • OPERATIONAL OPTIMIZATION

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    • Despite revenue growth, margins decreased with more costly transcript production. Thus, I partnered with the CEO and CFO to streamline production workflow. We eliminated redundancies, implemented automation, and cross-trained the production team to assist with backlogs. These improvements reduced the time to produce a transcript by 10 minutes, for a yearly value of $750K, and automation increased accuracy. These processes were used as SOP and Best Practice to open a second transcript…

    • Despite revenue growth, margins decreased with more costly transcript production. Thus, I partnered with the CEO and CFO to streamline production workflow. We eliminated redundancies, implemented automation, and cross-trained the production team to assist with backlogs. These improvements reduced the time to produce a transcript by 10 minutes, for a yearly value of $750K, and automation increased accuracy. These processes were used as SOP and Best Practice to open a second transcript production office.

  • REORGANIZATION

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    • Business methodologies and training were siloed for ~6 years, which led to inefficiencies. Together with my team, I developed a new plan, created workflow diagrams, facilitated cross-training, optimized individual responsibilities, and implemented a new organizational structure. This resulted in ~12 extra proposals a week for revenue growth of 10%, and client ratings jumped from 50%. These efforts secured an invite to join the ACCESS Destination Management Consortium.

  • RISK MANAGEMENT / MITIGATION

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    • When renewing event insurance in 2019, I spearheaded a communicable disease clause for all in-person events for 2020. Over 5 days with my team, I negotiated amounts for each event based on prior revenues and successfully persuaded a reluctant broker to add the clause. This would ensure that insurance money could be collected should an event be canceled for such reasons. Because of canceled events due to COVID-19, this will enable GBTA to survive as it has yielded monies from insurance claims.

  • TEAM LEADERSHIP / COACHING / MENTORING

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    • To complete the above integration within 60 days, the CEO called upon me to create and mentor a capable team. I exhibited servant leadership by ensuring each member was performing to their strengths, motivating them through extraneous overtime hours, focusing on small projects to attack to contribute to the bigger picture, and being there for every execution step. The employees on this team exceeded even their expectations, and their contributions were paramount in realizing the above $2M in…

    • To complete the above integration within 60 days, the CEO called upon me to create and mentor a capable team. I exhibited servant leadership by ensuring each member was performing to their strengths, motivating them through extraneous overtime hours, focusing on small projects to attack to contribute to the bigger picture, and being there for every execution step. The employees on this team exceeded even their expectations, and their contributions were paramount in realizing the above $2M in synergies in 60 days.

  • TECHNOLOGY RESTRUCTURING / CHANGE MANAGEMENT

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    • After IT costs hit an all-time high, I determined to reverse trends. I renegotiated contracts to streamline services, sourced an IT managed services firm to replace the Help Desk, and reduced staffing levels over 2 weeks without business disruption. This significantly reduced costs, delivered more effective service to customers and streamlined the tech stack with more integrated solutions.

  • TURNAROUND

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    • I was recruited to lead a business turnaround that had declining revenue, poor service, and unacceptable attrition rates. I analyzed issues, gathered client feedback, conducted competitive reconnaissance, and navigated change resistance to implement improvements. These efforts improved margins 10%, increased revenue by 25%, and delivered $100K in cost reductions. Over the next 4 years, revenue grew even further ($-confidential), which led to a marquee affiliate deal. As a result, I was…

    • I was recruited to lead a business turnaround that had declining revenue, poor service, and unacceptable attrition rates. I analyzed issues, gathered client feedback, conducted competitive reconnaissance, and navigated change resistance to implement improvements. These efforts improved margins 10%, increased revenue by 25%, and delivered $100K in cost reductions. Over the next 4 years, revenue grew even further ($-confidential), which led to a marquee affiliate deal. As a result, I was promoted to President & CEO of Access Boston.

  • VENDOR SELECTION / NEGOTIATIONS

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    • After 2 years of inconsistencies within the affiliate network regarding rates, service, negative margin impacts, and little to no new business, I championed an initiative to transform the network to partner rather than a vendor. I met with partners to identify issues and assess outcome potential. We developed a project plan, and despite some initial skepticism, issued new contracts with better rates and established KPI’s. This increased revenue/margins expanded the partner network, and I was…

    • After 2 years of inconsistencies within the affiliate network regarding rates, service, negative margin impacts, and little to no new business, I championed an initiative to transform the network to partner rather than a vendor. I met with partners to identify issues and assess outcome potential. We developed a project plan, and despite some initial skepticism, issued new contracts with better rates and established KPI’s. This increased revenue/margins expanded the partner network, and I was promoted to Chief Administrative Officer.

Organizations

  • SKAL International Boston

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    - Present

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