John Lambert
Jacksonville,FL
Summary
Site Leader with extensive experience in operational excellence and team development. Proven ability to enhance client experience through strategic initiative execution and relationship building. Demonstrated success in risk mitigation and operational oversight, leading to improved project timelines and team performance. Strong skills in communication and problem-solving, ensuring efficient site operations and successful project outcomes. A strong leader, known for guiding diverse teams, and ensuring alignment with organizational goals.
Skilled in operational oversight and cross-functional collaboration, contributing to high-performance cultures and successful project execution. Innovative leader with strong skills in team management and performance evaluation. Focused on risk mitigation and enhancing operational processes, ready to drive key initiatives for improved client outcomes and organizational success.
Results-oriented, known for high productivity, and efficient task completion. Skilled in project management, operational optimization, and team leadership. Excel at communication, problem-solving, and adaptability, ensuring smooth site operations and successful project outcomes.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Site Leader
EverBank
Jacksonville, Florida
11.2001 - Current
- Oversee daily operations and performance of Contact Center to guarantee best-in-class client experience and operational excellence.
- Guide a diverse management team, ensuring alignment with the bank's culture and vision.
- Facilitate daily touch points and weekly meetings to ensure alignment among leaders and associates in meeting performance expectations and delivering on strategic priorities.
- Facilitate monthly, quarterly, and year-end reviews.
- Foster and harness relationships with internal business partners to drive execution of key initiatives, projects, and strategic objectives.
- Continuously reviews established bank processes and procedures to confirm adherence of contact center to risk and regulatory standards.
- Trains and strengthens teams in leadership, operational excellence, and risk mitigation.
- Implemented process improvements to streamline workflows and communication.
- Participated in recruitment efforts by interviewing potential candidates for open positions.
- Created reports detailing daily activities for management review purposes.
- Tracked key metrics such as average handling time and first call resolution.
- Monitored team performance and provided coaching to ensure adherence to company guidelines and quality standards.
Education
Capella University
Skills
- Performance management
- Regulatory compliance
- Contact center operations
- Team leadership
- Customer relationship management
- Strategic planning
- Effective communication
- Conflict resolution
- Relationship building
- Staff training and development
- Cross-functional team coordination
- Goal setting
- Complex Problem-solving
- Decision-making
- Recruiting and interviewing
- Coaching and mentoring
- Policy implementation
- Salesforce management
- Key performance indicators
- Performance evaluations
- Risk management
Certification
- LinkedIn- Succeeding as a Senior Manager Professional Certificate
- LEAP -100-300 Graduate
Timeline
Site Leader
EverBank
11.2001 - Current
Capella University
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