Elishia Walsh

Oversaw and developed cross functional teams of 7 supervisors and 150 customer service representatives, driving performance across Key Performance Indicators (KPI’s).

• Strategic Leadership: Defined the vision, mission, and objectives for leadership and customer facing employees, ensuring alignment with corporate strategy and driving organizational structure improvements.
• Operational Excellence: Managed day-to-day operations, ensuring efficient function and consistent attainment of core company KPIs and service standards.
• Process Improvement & Strategy: Provided key insights and trends on sales and customer experience, resulting in recommended process improvements for the business. Led project management on various initiatives, including Marketing Insights, Churn Reduction, and Value Maximization (Sales).
• Performance Analysis: Delivered comprehensive monthly performance readouts to upper leadership, identifying performance gaps and presenting data-backed recommendations.
• Talent Management: Responsible for interviewing, hiring, training, and developing supervisors, ensuring a productive, high-performance culture.

Led and coached diverse Coordinator teams to deliver exceptional internal and external service, focusing on high-profile escalation containment and process optimization.

• Escalation Management: Led team supporting high-profile customer escalations; created a new escalation process for frontline teams to remove pain points and significantly reduce overall escalation volume.
• Process Improvement: Analyzed recurrent problem trends to identify and implement improvement processes and alternative solutions.
• Cross-Functional Collaboration: Partnered with cross-functional teams to improve results, tracking insights and feedback to build individualized Director team workshops that drove performance improvements.
• Resource Creation: Created a comprehensive Leader Playbook to standardize management best practices.

Executed Verizon Consumer Group organizational strategies and led the Promo Fallout Offline team to manage complex marketing campaign escalations and operational workflow.

• Analytics & Root Cause Analysis: Leveraged advanced analytics and reporting to understand performance, conduct root cause analysis, and recommend system, process, and policy improvements.
• Executive Reporting: Created and delivered monthly executive analysis providing detailed statistics and measured success of key initiatives.
• Project Coordination: Coordinated project implementation, ensuring collaboration with partners to address gaps, trends, and create unified processes and experiences.
• Risk Mitigation: Proactively created strategies for risk mitigation and contingency planning related to transition, change, and program management.

Managed end-to-end talent acquisition, training, and development for front-line employees.

• Recruitment: Managed recruitment and hiring in various markets for home-based customer service work, providing input to Talent Acquisition based on business needs and hiring trends.
• Training & Development: Evaluated training effectiveness and assisted with the restructure of training materials based on call results, performance, and feedback.

Spearheaded a major organizational transformation project to close a large call center and migrate operations to a work-from-home model.

• Large-Scale Project Management: Served as Jr. Project Manager for the closure of the center and the complex transition of 1,100 employees from a call center to a home-based work model.
• Change Management: Trained supervisors on the operational differences of the home-based model while maintaining focus on performance metrics.

• Led, motivated, and developed a front-line team of customer service call professionals, applying policies and setting the standard for work ethic and communication skills.
• Monitored employee-customer interactions and provided in-the-moment and scheduled coaching to improve quality and service delivery.