KRISTI MCALISTER
Jacksonville,Florida
Summary
Results-oriented professional with extensive experience in project management, CRM implementation, VOIP and WFM Implementation, vendor management, and training program development. I have a proven track record of successfully leading cross-functional teams and streamlining processes to enhance operational efficiency, boost productivity, and elevate customer experience.
Overview
23
23
years of professional experience
Work History
Senior Manager
Ovation Credit Services, LendingTree Company
Jacksonville, FL
06.2004 - Current
- As the first employee of Ovation Credit Services with a remarkable 19-year tenure, I played a vital role in the company’s growth and success
- Throughout my career, I had the privilege of overseeing every department, paving the way for the company’s acquisition by LendingTree in June 2018
- Played a crucial role in the smooth integration of Ovation Credit Services and LendingTree as a member of the executive transition team
- Successfully managed multiple projects from ideation to completion, including a million-dollar addition to the existing office building, while meeting budgets and timelines
- Worked closely with the IT Developers to design and develop the company’s proprietary CRM software and played a key role in integrating Salesforce CRM into the existing system
- Spearheaded the implementation and daily management of phone systems such as Five9 and Zipwire, as well as quality and workforce management tools like Verint and Virtual Observer
- Managed the chargeback process through BAMS and Cybersource, while implementing Sift to minimize expenses and enhance client satisfaction
- Leveraged expertise and leadership to streamline company processes, boost efficiency and productivity, and elevate the overall customer experience
- Lead the Work from Home Initiative in March 2019
- Within a week, we devised a plan to relocate 200 employees from the office to their homes with company equipment to ensure business continuity and the safety and well-being of our employees while providing essential service to our clients during the pandemic
- Oversaw the operations team responsible for managing the call center budget, including vendor management, department incentives, Call center activities, and holidays
- Fostered an environment of open communication between departments to facilitate collaboration and teamwork
- Created presentations and proposals for a diverse range of audiences, including executive management, vendors, and affiliates, for both internal and external purposes
- Established and monitored KPIs to optimize company performance
- Oversaw the monthly management of the Contact Center P-card and all expense reports
- Ensured compliance with all applicable laws, regulations, and policies across the organization
- Effectively managed vendor relationships, helping to reduce costs, improve operational efficiency, and ensure the consistent delivery of high-quality products and services to our organization
- Developed comprehensive training programs for Customer Service, Sales, Retention, Billing, Documents, and Quality Assurance teams
- Designed and implemented training curriculums for new hire onboarding, ongoing training, and professional development
- Utilized learning principles to create engaging, interactive, and effective training materials
- Developed and delivered train-the-trainer programs to ensure consistency and quality of training across the departments
- Collaborated with cross-functional teams to identify training gaps and develop solutions to address them.
Customer Service Manager
Lexington Law Firm
Salt Lake City, Utah
01.2000 - 05.2004
- Interacted with customers to quickly handle escalated queries and complaints
- Managed customer service staff by communicating expectations and monitoring and analyzing results
- Trained employees, fostering customer service mission and objectives
- Prepared and presented customer service reports to management
- Coached and provided feedback to staff to improve performance and achieve company objectives
- Maintained frequent interaction with senior management to measure goal achievement and determine areas of improvement
- Oversaw personnel to maintain adequate staffing and minimize overtime
- Conducted quality, timely performance feedback and performance appraisals
- Developed existing team into high productivity, results-oriented unit through creative initiatives.
Education
HIGH SCHOOL DIPLOMA -
Don Antonio Lugo High School
Chino, CA06.1996
Skills
- Five9 Administrator
- Verint Administrator
- Virtual Observer
- SalesForce
- Workday
- Microsoft Office
- Operations Management
- Process Development and Streamlining
- Vendor Management
Timeline
Senior Manager
Ovation Credit Services, LendingTree Company
06.2004 - Current
Customer Service Manager
Lexington Law Firm
01.2000 - 05.2004
HIGH SCHOOL DIPLOMA -
Don Antonio Lugo High School
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