Lakeisha Stancil
Summary
Experienced Director of Operations and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.
Overview
16
16
years of professional experience
Work History
Director of Contact Center Operations
Bolton Valley Group
09.2013 - 05.2023
- Motivated, engaged and developed high-performing leaders and created highly desirable working environment.
- Verified fulfillment of contract requirements, developed internal relationships with various teams and coordinated performance.
- Established and monitored team members' performance against established goals.
- Analyzed trends and performance data and delivered superior customer service to clients.
- Led people and organized and managed multiple projects.
- Organized and updated databases, records and other information resources.
- Cultivated strong relationships with vendors and partners supporting administrative operations.
- Identified opportunities to streamline processes and improve office operations and efficiency.
- Created reports, presentations and other materials for executive staff.
- Built and managed processes for tracking and monitoring department performance.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Negotiated and executed contracts on behalf of department.
- Implemented project management techniques to overcome obstacles and increase team productivity.
- Analyzed and solved multi-faceted problems that effected executive leaders and business initiatives.
- Completed bi-weekly payroll for [Number] employees.
- Developed internal requirements and standards to minimize regulatory risks and liability across programs.
Contact Center Director
Clear Purpose LLC
03.2009 - 08.2013
- Set strategic plans and staffing goals to strengthen operations and drive growth.
- Directed design and execution of business transformation initiatives to drive performance, profit optimization and growth opportunities.
- Drove strategic improvements to enhance operational and organizational efficiencies.
- Fostered work culture of collaboration and inclusion to increase morale and reduce turnover.
- Led development of business operation processes and policies.
- Prioritized and allocated valuable resources to meet business targets.
- Revamped operational plans to refocus staff and align processes with business objectives.
- Met with department supervisors and provided staff support to attain organizational goals.
- Executed business plans and developed Communication tools to facilitate project initiatives, trainings and administrative activities.
- Performed continuous evaluations of business facility, teams and policies to keep operations efficient and consistent.
- Planned and integrated project and program schedules.
- Monitored office workflow and administrative processes to keep operations running smoothly.
Contact Center Supervisor
Kaiser Permanente
01.2007 - 05.2012
- Demonstrated professional and polished demeanor with positive, upbeat and friendly personality and supported calling work during times of peak contact volume.
- Supervised and tracked phone and email activity using various contact center applications and software tools.
- Developed and executed contact strategies and improved end-to-end processes and client satisfaction ratings.
- Managed daily activities that impacted targeted service levels and tracked adherence to schedules and average handle times.
- Directed, guided, coached and mentored team of up to 25 agents and surpassed individual and corporate goals.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Led daily team meetings to review performance, set targets and motivate staff.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
- Recruited, trained and onboarded new agents, maintaining exceptional service standards.
- Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
- Improved average hold times, resolution rates and satisfaction scores through staff development.
- Determined quality assurance benchmarks and set standards for improvement.
- Established and oversaw performance targets for call center associates.
- Developed quality employees within call center to take over leadership positions.
- Evaluated data to identify trends and determine customer service needs.
- Scheduled call center staff to meet operational needs whilst remaining under budget.
- Analyzed customer feedback to identify improvement opportunities and develop action plans.
Education
Ph.D. - Health Administration
University of Phoenix
Tempe, AZ05.2024
Master of Science - Health Administration
University of Phoenix
Tempe, AZ05.2017
Skills
- Human Resources Management Software
- Service Quality Standards
- Business Needs Identification
- Improvement Strategies
- Hiring and Terminations
- Train Staff
- Operational Requirements
- Operational Standard Development
- Planning and Prioritization
- Department Leadership
- Microsoft Office
- Operational Improvements
- Assignment Delegation
- Equipment Purchase Planning
- Employee Performance Reviews
Affiliations
- Toastmasters
The National Society of Leadership and Success
The NSLS is an organization that provides a life-changing leadership program that helps students achieve personal growth, career success, and empowers them to have a positive impact in their communities. With 770 chapters, the NSLS currently has 1,862,908 members nationwide. This organization is invitation only based on your academic achievements.
Timeline
Director of Contact Center Operations
Bolton Valley Group
09.2013 - 05.2023
Contact Center Director
Clear Purpose LLC
03.2009 - 08.2013
Contact Center Supervisor
Kaiser Permanente
01.2007 - 05.2012
Ph.D. - Health Administration
University of Phoenix
Master of Science - Health Administration
University of Phoenix
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