Lacey White
Cookeville,TN
Summary
Dynamic Performance Optimization Leader with a proven track record at Truist, excelling in strategic communication and continuous improvement. Expert in driving operational excellence and enhancing client experiences through effective leadership and data analysis. Successfully led workshops that resulted in significant performance enhancements across care center business units.
Overview
2027
2027
years of professional experience
Work History
Performance Optimization Leader
Truist
2025 - Current
- Led performance analysis and improvement workshops across care center business units to identify and implement effective strategies.
- Led cross-functional teams to enhance customer service initiatives.
- Developed and implemented strategic plans for operational efficiency.
- Fostered collaboration among departments to achieve shared goals.
Readiness and Enablement Consultant II
Truist
2021 - 2025
- Provided expertise in Digital Support and Client Messaging. Led deep dives and improvement initiatives across multiple workgroups, sharing information with discretion.
- Analyzed client needs and developed tailored solutions for financial services.
- Facilitated workshops to enhance team collaboration and strategic planning.
- Created detailed reports to support decision-making and project management.
Team Manager, Digital Support
Truist
2018 - 2021
- Directed a team of over 20 members, focusing on operational excellence and team development.
- Led team in implementing operational strategies to enhance service delivery.
- Managed daily activities to ensure alignment with company policies and standards.
- Coordinated training sessions to develop staff skills and improve performance.
Performance Monitoring Analyst
Truist
2013 - 2018
- Analyzed vendor performance, coached teams, and optimized performance efforts.
- Analyzed market trends to support business decisions and strategic planning.
- Developed reports to summarize data insights for leadership review.
- Collaborated with cross-functional teams to improve operational processes.
Digital Support Specialist
Truist
2010 - 2013
- Resolved escalated client issues and mentored new team members.
- Provided technical support to customers via phone and email.
- Resolved customer inquiries using internal knowledge base and resources.
- Conducted training sessions for new support team members.
Customer Service Specialist
Truist
2005 - 2010
- Resolved escalated client issues and mentored new team members.
- Provided exceptional customer support through multiple communication channels.
- Resolved customer inquiries and issues with empathy and efficiency.
- Collaborated with team members to enhance service delivery strategies.
Education
Associates Degree - Business Management
Volunteer State Community College
Cookeville, TN01.2007
Skills
Performance Optimization
Business Process Design
Business Strategy and Data Analysis
Continuous Improvement
Data Visualization
Change Management
Workshop Facilitation
Strategic Communication
Client Experience Enhancement
Leadership & Coaching
Timeline
Performance Optimization Leader
Truist
2025 - Current
Readiness and Enablement Consultant II
Truist
2021 - 2025
Team Manager, Digital Support
Truist
2018 - 2021
Performance Monitoring Analyst
Truist
2013 - 2018
Digital Support Specialist
Truist
2010 - 2013
Customer Service Specialist
Truist
2005 - 2010
Associates Degree - Business Management
Volunteer State Community College