Lana Lane
Customer Service Manager| Call Center Operations Leader
Tyler,TX
Summary
Results-driven Manager with 20+ years of experience in enhancing customer satisfaction and operational performance. Expertise in relationship management, risk mitigation, and reducing churn through data analysis to boost retention and revenue. Proven ability to collaborate across teams to improve service delivery and efficiency. Proficient in Salesforce, HIPAA compliance, Dialpad, and Genesys, ensuring secure customer service operations.
Overview
20
20
years of professional experience
Work History
Customer Service Manager
Vexus Fiber
Tyler, TX
02.2022 - 02.2025
- Boosted Customer Retention: Spearheaded loyalty programs and established satisfaction benchmarks, driving a significant increase in customer retention.
- Churn Reduction Strategies: Designed and executed data-driven strategies to streamline retention efforts, reducing churn while enhancing customer satisfaction.
- Operational Excellence: Directed office operations and strengthened vendor relationships, achieving seamless workflow optimization across multiple locations.
- Store Launch Success: Oversaw successful store launches by coordinating logistics, maintaining service quality, and adhering to operational standards.
- Customer Engagement Improvements: Introduced a robust churn analysis framework, leading to enhanced engagement strategies and measurable gains in retention metrics.
Executive Administrative Assistant
NET RMA
Tyler, TX
08.2021 - 03.2022
- Streamlined Administrative Operations: Oversaw end-to-end administrative functions, including board book assembly, meeting coordination, and website updates, while implementing workflow improvements.
- Enhanced Documentation Processes: Transitioned to a paperless board book system, revolutionizing workflows and ensuring precise record-keeping.
- Website Management: Maintained and updated the company website, delivering timely and accurate information for stakeholders.
- Digital Modernization: Introduced digital solutions for board materials, improving documentation accuracy and stakeholder engagement.
- Meeting Efficiency: Accurately documented and published Board meeting minutes, fostering transparency and supporting effective decision-making.
Contact Center Supervisor
TEKsystems
Remote, TX
05.2020 - 07.2021
- Team Coaching and Development: Provided personalized coaching to team members, fostering professional growth, skill enhancement, and high morale.
- Operational Efficiency: Streamlined contact tracing operations by implementing performance tracking systems and targeted training programs, boosting efficiency and case resolution outcomes.
- Compliance Leadership: Proactively ensured full HIPAA compliance, safeguarded sensitive information and maintained strict privacy standards.
- Data-Driven Performance Improvement: Conducted in-depth daily call metrics and case-handling data analysis, driving team performance improvements and enhancing service delivery.
- Remote Team Management: Supervised a remote team of 28 agents, instituting performance monitoring systems and optimizing workflows using TWILIO for improved service delivery.
Dispatch Supervisor
Altice USA
Tyler, TX
11.2012 - 03.2020
- Leadership and Team Management: Led a team of 30 agents, driving improvements in call center efficiency and delivering exceptional service quality.
- Operational Efficiency: Streamlined dispatch operations by consolidating regional centers, enhancing resource optimization, and improving overall efficiency.
- Scheduling Optimization: Optimized technician scheduling processes, significantly improving support response times and operational reliability.
- Escalation Resolution: Effectively resolved escalations, ensuring positive customer experiences and bolstering overall satisfaction.
- Training and Development: Conducted comprehensive training programs for new hires on ICOMS, TOA, and Genesys platforms, fostering technical proficiency and superior customer service delivery.
Education
Some College (No Degree) - Business Management
Tyler Junior College
TylerCurrent
High School Diploma -
Chapel Hill High School
Tyler, Tx 06-1989
Skills
- Customer relationship management
- Excellent verbal and written communication
- Conflict resolution
- Performance management
- Data analysis
- Escalation handling
- Time management
- Process improvement
- Organizational skills
- Training and development
- Client retention strategies
- CRM software
- Call center operations
- Scheduling coordination
Accomplishments
- Streamlined Customer Resolution Processes: Optimized the customer resolution ticket procedure, successfully eliminating service delays and enhancing overall response efficiency.
- Project Management Excellence: Directed the successful launch of four new store locations within three years, overseeing construction, vendor partnerships, and procurement operations. Achieved seamless openings while reducing costs by 20% under the allocated budget.
- Workflow Optimization: Implemented strategic process improvements that reduced the total damage claim volume from 600 to fewer than 30 claims within a year, significantly improving operational efficiency and customer satisfaction.
- Data-Driven Decision Making: Designed and implemented an employee retention program, resulting in a measurable reduction in turnover within the dispatch department and fostering greater team stability.
References
References available upon request.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeContract WorkWork Location
On-SiteRemoteHybridImportant To Me
Career advancementHealthcare benefitsWork from home optionPaid time offCompany CultureTimeline
Customer Service Manager
Vexus Fiber
02.2022 - 02.2025
Executive Administrative Assistant
NET RMA
08.2021 - 03.2022
Contact Center Supervisor
TEKsystems
05.2020 - 07.2021
Dispatch Supervisor
Altice USA
11.2012 - 03.2020
Some College (No Degree) - Business Management
Tyler Junior College
High School Diploma -
Chapel Hill High School
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