Kristan Lugo
Winchester,CA
Summary
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
14
14
years of professional experience
Work History
Senior Manager, Business Delivery
Neovance
01.2021 - Current
- Accountable for the development and implementation of initiatives that help to enhance employee morale, promote positive employee relations, and create a positive culture.
- Establishing and enforcing standards for performance management and employee engagement policies and processes across the business.
- Overseeing the tracking, measurement, and analysis of employee performance and engagement.
- Analyzing the overall performance management process to identify opportunities for improvement and working with appropriate individuals to implement improvements.
- Working collaboratively with other business unit leaders to ensure that the business meets financial and other targets.
- Identified performance gaps by analyzing operational workflows and employee feedback.
- Improved team performance by providing comprehensive training and fostering a collaborative work environment.
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
- Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
Program Manager, Service Delivery
Fortrea
07.2018 - 01.2021
- Led account review and strategic planning sessions with leadership.
- Addressed stakeholder concerns with tailored solutions to enhance satisfaction.
- Managed and supervised administrative and daily program operations, complying with policies and regulations.
- Established strong relationships with key stakeholders, ensuring support for program initiatives.
- Managed cross-functional teams for successful project completion within deadlines and budgets.
- Developed strategic plans, setting clear objectives and achievable milestones for the team.
- Coached team members on professional development opportunities, contributing to improved overall performance.
- Optimized resource allocation, effectively balancing priorities and managing competing demands.
- Delivered high-quality results by setting performance metrics and monitoring progress against targets.
- Collaborated with business leadership to set priorities based on business needs, resource capacity and risk exposure.
Contact Center Manager
Labcorp
09.2015 - 07.2018
- Coached supervisors to improve their skills in people management, operational strategy, and issue resolution.
- Evaluated escalation and remediation procedures to meet performance standards.
- Analyzed key performance metrics to identify areas of improvement and implement targeted action plans.
- Drove process improvements through regular review sessions, incorporating valuable feedback from both staff members and customers.
- Reached target KPIs consistently by closely monitoring agent performance, providing ongoing coaching, and addressing any gaps in knowledge or skill sets.
- Established a positive work environment by promoting open communication, teamwork, and employee recognition initiatives.
- Collaborated with other departments for seamless coordination of shared objectives and priorities within the organization.
- Mitigated escalated issues successfully by fostering strong relationships with internal stakeholders across various departments.
- Reduced operational risks while organizing data to forecast performance trends.
Operations Supervisor
Covance
04.2011 - 09.2015
- Conducted regular performance evaluations for direct reports, identifying areas for improvement and setting development goals accordingly.
- Participated in interviewing, onboarding, and mentoring new hires to ensure they became effective team members for the business and program teams.
- Led proficiency gap assessments for staff and developed plans to address performance issues.
- Regularly monitored and reviewed training sessions to determine their effectiveness, providing feedback and recommendations for improvement.
- Monitored volume, identified fluctuations, and recommended staffing changes to address needs.
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
- Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
- Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
- Ensured compliance with company policies, safety standards, and local laws during daily operations.
Education
Some College (No Degree) - Humanities
Suny Orange
New YorkSkills
- Interpersonal relations
- Adaptability
- Team leadership
- Problem-solving
- Cross-functional collaboration
- Operations management
- Talent development
- Business performance management
- Strategic planning
Work Preference
Work Type
Full TimeWork Location
RemoteImportant To Me
Work-life balanceCompany CultureHealthcare benefitsPersonal development programs401k matchPaid time offLanguages
English
Native or Bilingual
Websites
Timeline
Senior Manager, Business Delivery
Neovance
01.2021 - Current
Program Manager, Service Delivery
Fortrea
07.2018 - 01.2021
Contact Center Manager
Labcorp
09.2015 - 07.2018
Operations Supervisor
Covance
04.2011 - 09.2015
Some College (No Degree) - Humanities
Suny Orange
Similar Profiles
Erin Randolph-PupursErin Randolph-Pupurs
Executive Director at NeovanceExecutive Director at Neovance
Nagbe DixonNagbe Dixon
Program Specialist at NeovanceProgram Specialist at Neovance
Jo-Jena L. EverageJo-Jena L. Everage
Program Specialist at NeovanceProgram Specialist at Neovance