Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Work Preference
Timeline
Generic
Lana Varner

Lana Varner

Senior Technical Support Manager
Janesville,WI

Summary

Seasoned business professional with 19 years of experience in Program Management, Customer Service and Support Technology Management. Proven track record as a Transformational Leadership consistently exceeding performance metrics. Adept at strategic planning, operational efficiency, and team development in high volume call center and technology support environments.

Overview

20
20
years of professional experience
4
4
Certification

Work History

Vendor Tier 2 IOS Team Manager

Kelly Connect
06.2016 - Current
  • Manage Tier 2 iOS support team to consistently achieve and exceed performance metrics.
  • Analyze employee performance data, implementing strategic coaching and corrective actions to improve productivity.
  • Designed and delivered training programs to enhance onboarding and ongoing employee development.
  • Utilized advanced de-escalation techniques to resolve complex customer issues while maintaining high customer satisfaction.
  • Collaborated with cross-functional teams to forecast business performance and present data-driven insights to upper management.
  • Created and implemented a Team Lead program to foster leadership growth within the team.

Beauty, Travel and Technical Content Creator

Self Employed Web
12.2019 - Current
  • Applied current editing and photography tools to tell great stories.
  • Boosted brand engagement by creating compelling social media posts and campaigns.
  • Strengthened content through proofreading and editing.
  • Cultivated a loyal following on social media platforms through consistent posting schedules and authentic community engagement strategies.

Vendor Senior Call Center Operations Manager

Servicom
01.2014 - 05.2016
  • Directed call center operations, achieving all metric goals during recruitment and operational transitions.
  • Successfully transitioned operations from an old call center to a new one ahead of schedule, ensuring continuity and productivity.
  • Led the training of Operations Program Managers across multiple shifts to standardize best practices.
  • Conducted business performance analysis, forecasting results to inform strategic decision-making.
  • Delivered exceptional client experiences through proactive leadership and operational management.
  • Prepare and present weekly business review with the client.

Vendor Operations Manager

The Connection
07.2010 - 01.2014
  • Managed end-to-end call center operations, optimizing workflow and service quality to meet business objectives.
  • Evaluated and enhanced building conditions and operational compliance.
  • Provided direct support for complex customer issues and escalations, driving resolution and satisfaction.
  • Present Call Center operation presentations to New Vendor Clients in cooperation with Sales Vice President.
  • Implement and Train client internal call center staff on reporting, software, and performance.

Education

Associate Of Applied Science - Information And Computer Systems

Highland Community College
Freeport, IL

Bachelor Of Computer Information Systems - Computer And Information Systems

Southern Illinois University, Carbondale
Carbondale, IL

Skills

  • Call Center Operations Management
  • Technical Support Leadership
  • Performance Metrics & Analysis
  • Customer Relationship Management (CRM)
  • Employee Development & Coaching
  • Strategic Planning & Business Analysis
  • Process Improvement & Innovation Management
  • Human Resource Management & Employee Relations
  • Conflict Resolution & Customer Escalation Handling
  • Cross-functional Team Leadership

Accomplishments

  • 2024 Top Technical Support Manager of the Year.
  • Two-time KAPLA Leadership Award recipient.

Certification

  • Leadership and Coaching Certification
  • Advanced Customer Service Strategy Training
  • Conflict Resolution and De-escalation Techniques
  • Certified Covid Tracer

Work Preference

Work Type

Full TimePart Time

Work Location

Remote

Timeline

Beauty, Travel and Technical Content Creator

Self Employed Web
12.2019 - Current

Vendor Tier 2 IOS Team Manager

Kelly Connect
06.2016 - Current

Vendor Senior Call Center Operations Manager

Servicom
01.2014 - 05.2016

Vendor Operations Manager

The Connection
07.2010 - 01.2014

Associate Of Applied Science - Information And Computer Systems

Highland Community College

Bachelor Of Computer Information Systems - Computer And Information Systems

Southern Illinois University, Carbondale

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Lana VarnerSenior Technical Support Manager