Iris Lampley
Dallas,TX
Summary
Results-driven Call Center Team Lead with experience coaching frontline agents, managing daily operations, and ensuring consistent performance against service and quality metrics. Known for a collaborative leadership style, effective problem resolution, and a strong commitment to customer satisfaction. Seeking advancement into a supervisory role to support operational excellence and team development.
Overview
13
13
years of professional experience
Work History
Team Leader Manager
Moxie Pest Control
06.2024 - Current
- Provided day-to-day leadership and operational oversight for a team of call center agents, ensuring consistent performance, accountability, and service excellence
- Acted as primary escalation point for complex customer issues, resolving concerns efficiently while protecting customer retention and brand reputation
- Drive team performance through coaching, one-on-one feedback sessions, and performance improvement plans aligned with KPIs
- Partnered with management to monitor (conversion rates and quality scores), translating insights into actionable improvements
- Led onboarding and continuous training initiatives, strengthening agent knowledge of pest control services, compliance requirements, and customer communication standards
- Coordinated closely with dispatch, field technicians, and operations leadership to improve scheduling efficiency and reduce service disruptions
- Identified process gaps and recommended workflow improvements that increased productivity and reduced repeat customer contacts
- Fostered a positive, high-accountability team culture by recognizing top performers and addressing performance issues promptly and professionally
- Ensured accurate documentation and integrity to support reporting, follow-ups, and management decision-making
- Served as acting supervisor during absences, managing shift coverage, real-time queue monitoring, and performance escalations
Director of Community Engagement
The Villages Of Lake Highlands
12.2017 - 08.2022
- Led resident engagement and life enrichment programs designed to enhance quality of life, emotional well-being, and community connection
- Directed interdisciplinary engagement teams, collaborating closely with nursing, social services, therapy, and operations to support holistic resident care
- Developed and implemented engagement strategies aligned with person-centered care models and organizational mission
- Oversaw planning and execution of therapeutic, recreational, and social programming tailored to resident abilities, interests, and care plans
- Utilized resident satisfaction surveys, family feedback, and participation data to improve engagement outcomes and regulatory readiness
- Ensured compliance with state and federal regulations, accreditation standards, and best practices related to resident engagement and activities
- Managed departmental budgets, staffing levels, and scheduling to ensure consistent program delivery across shifts and care levels
- Trained, coached, and evaluated engagement staff to promote compassionate care, accountability, and professional growth
- Served as a key point of contact for residents and families, addressing concerns and strengthening trust and communication
- Partnered with leadership to support census growth, resident retention, and positive community reputation
Activity Assistant Coordinator/Receptionist
The Villages Of Lake Highlands
08.2015 - 12.2017
- Conducted daily room visits with residents who did not wish to or were not able to participate in group functions.
- Assessed individual resident capabilities to develop relevant and helpful programs.
- Organized and scheduled exercise programs and recreational activities to facilitate physical and emotional health of participants.
- Planned therapeutic and recreation activities aligned with abilities, interests and therapy objectives.
- Created documentation of patient treatment plans, change in treatment, progress and outcome evaluations to facilitate record keeping objectives.
- Participated in community Outreach program in accordance with company policy and state regulations.
- Conducted monthly Resident Council meetings, training and organized activity calendar to engage residents and advance quality of life.
- Verified and entered necessary information such as insurance, basic and appointment information into the patient management system.
- Maximized efficiency, reduced delinquency and increased accuracy of billing department by developing and implementing system and process improvements.
- Developed and supervised staff by providing orientation, training, support and direction.
- Evaluated accuracy and compliance of all documentation and reports.
- Charted resident responses, progress to approaches used and reported abnormal signs and symptoms to medical care professionals on staff.
- Cooperated with other health related agencies and organizations in community activities.
- Set and managed patient appointment schedules using Microsoft Office.
- Greeted visitors and established purpose of visit to complete check-in procedure quickly.
- Supervised and evaluated major festive activities of medical, nursing, technical, clerical, service, maintenance and other personnel.
Certified Nursing Assistant
The Villages Of Lake Highlands
07.2012 - 08.2015
- Provided personal nursing assistance in pre- and post-operative situations.
- Examined and addressed lacerations, contusions and other physical symptoms in need of further attention.
- Assisted patients with shaving, bathing and oral hygiene to promote healthy habits and overall wellness.
- Facilitated activities of daily living, including personal hygiene management, feeding and ambulation.
- Fostered relationships with patients, caregivers and healthcare teams to achieve individual care plan targets.
- Exhibited compassionate care and communication regarding issues surrounding death and dying.
- Documented patient intake and dietary requirements and assisted with feeding.
- Maintained accurate, timely flow of information by completing thorough patient records and updating healthcare team on patient status.
- Collected specimens, monitored vitals and maximized patient comfort.
- Cleaned and sanitized rooms and equipment using aseptic technique to prevent infection and cross-contamination.
- Consulted with nurses to develop patient care plans and evaluate treatment options.
- Monitored and replenished medical supply inventory, facilitating optimal availability for patient care.
- Conducted routine checks on standard patient vitals, including blood pressure, blood sugar and heart rate.
Education
Certified Activity Professional - Activity Professional
Activity Directors Network
Dallas, TX9 2018
Nursing Assistance Certification - Nursing Assistance
Hearts in Training
Garland, TX6 2008
No Degree - Journalism And Mass Communication
Texas Southern University
Houston, TX05-2007
Skills
- Organizing event logistics
- Project management
- Proficient in conveying information clearly
- Strong focus on accuracy
- Skilled in using MS Office tools
- Comprehensive documentation skills
- Managing operations and efficiency
- Effective task delegation
- Comprehensive project management
- Customer service expertise
- Analytical problem solving
- Inspiring leadership abilities
- Performance coaching
- Customer engagement
- Collaborative teamwork
- Personnel oversight
- Conflict resolution
- Employee development coaching
Timeline
Team Leader Manager
Moxie Pest Control
06.2024 - Current
Director of Community Engagement
The Villages Of Lake Highlands
12.2017 - 08.2022
Activity Assistant Coordinator/Receptionist
The Villages Of Lake Highlands
08.2015 - 12.2017
Certified Nursing Assistant
The Villages Of Lake Highlands
07.2012 - 08.2015
Nursing Assistance Certification - Nursing Assistance
Hearts in Training
Certified Activity Professional - Activity Professional
Activity Directors Network
No Degree - Journalism And Mass Communication
Texas Southern University