Elizabeth McCauley
San Antonio,TX
Summary
Results-driven Operations Team Manager leading high-volume financial services contact center teams in regulated environments. Known for improving CSAT performance, strengthening compliance outcomes, and stabilizing operational performance through structured coaching systems and data-driven decision making. Trusted partner to senior leadership for performance recovery initiatives, workforce optimization, and customer experience improvement strategies.
Overview
22
22
years of professional experience
Work History
Team Manager
Alorica
San Antonio, TX
09.2021 - Current
- Managed team performance and compliance standards, ensuring alignment with regulatory requirements and enhancing customer satisfaction in financial services.
- Achieved operational excellence by streamlining processes and enhancing team productivity. Drove impactful business outcomes through effective project management and cross-functional collaboration. Delivered significant improvements in operational efficiency and team performance.
- Implemented structured coaching frameworks to consistently exceed client customer satisfaction goal of 87%, focusing on empathy, ownership, and building resolution confidence within the team.
- Strengthened compliance measures by addressing repeat audit failures with strategic coaching and reinforcement of best practices.
- Developed and applied targeted recovery strategies to maintain KPI stability during high-risk operational periods.
- Evaluated real-time staffing trends and workflow efficiency to uphold service standards amidst fluctuating demand.
- Analyzed performance data during weekly coaching sessions to create and implement actionable development strategies.
- Oversaw resolution of complex servicing and dispute cases, applying policy interpretation to effectively mitigate associated risks.
- Facilitated discussions with operations leadership to optimize performance reporting and implement staffing decisions for ongoing improvement efforts.
- Developed and executed performance transparency practices and recognition initiatives to strengthen team consistency and boost morale.
- Facilitated strategic leadership meetings to align team objectives with company goals.
- Achieved project milestones by effectively managing a team of 10–25 agents. Cultivated a high-performing team environment that encouraged innovation and collaboration. Drove initiatives that improved overall team efficiency and morale.
- Achieved compliance with financial regulations through effective management of operational processes. Enhanced regulatory adherence by implementing streamlined workflows. Drove improvements in compliance operations, resulting in increased efficiency and reduced risk.
- Achieved high customer satisfaction ratings through effective quality assurance practices. Improved operational efficiency by reducing average handling time. Enhanced team performance by implementing robust attendance compliance strategies.
Customer Service Representative
LoanMax Title Loans
Hudson, WI
12.2019 - 03.2020
- Achieved seamless loan servicing transactions and accurate customer account updates through strict adherence to regulatory compliance. Resolved account discrepancies effectively and informed customers about repayment expectations and financial responsibilities.
Manager
Pizza Hut
San Antonio, TX
05.2012 - 09.2013
- Achieved high operational efficiency by directing daily restaurant functions, optimizing staffing schedules, and implementing effective financial controls. Elevated customer service standards through comprehensive employee training and performance management.
Shift Supervisor / Receptionist
Ablaze Bodyworks
San Antonio, TX
04.2004 - 05.2012
- Supervised administrative operations, employee scheduling, and customer experience delivery while coordinating daily business workflow.
Shift Leader
Regal Entertainment Group
San Antonio, TX
05.2007 - 02.2009
- Supervised daily theater operations, addressing guest concerns and optimizing staff performance for seamless service delivery.
Education
High School Diploma -
Tom C. Clark High School
San Antonio, TX2009
Certificate of Completion - Office Occupations & Computer Skills
Chaffey College Employment Development
01-2015
Skills
- Key performance indicator accountability
- Turnaround strategy leadership
- Systems for talent development
- Intraday operations oversight
- Risk management strategies
- Escalation and client relations
- Operational reporting
- Process optimization
Timeline
Team Manager
Alorica
09.2021 - Current
Customer Service Representative
LoanMax Title Loans
12.2019 - 03.2020
Manager
Pizza Hut
05.2012 - 09.2013
Shift Leader
Regal Entertainment Group
05.2007 - 02.2009
Shift Supervisor / Receptionist
Ablaze Bodyworks
04.2004 - 05.2012
Certificate of Completion - Office Occupations & Computer Skills
Chaffey College Employment Development
High School Diploma -
Tom C. Clark High School