Lance S. Lipkus
Englewood,NJ
Summary
Experienced Operations Leader in Customer Care and Operations in Contact Centers and WFM for Verticals. Experienced with leading large-scale transformation initiatives to enhance organizational performance. Utilizes strategic thinking and change management techniques to drive successful outcomes. Track record of fostering collaboration and ensuring alignment with business objectives.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Transformation Leader
TZP Private Equity
03.2021 - Current
- Servicing transformation driving improved metrics and quality models
- Deploy, RPA, ML for contact center optimization inclusive in back-office
- Manage complex problems and understand root causes for implementing solutions
- Contact Centers forecasting using deep methodologies for accuracy
- Interact with financial teams to bring the highest level of expertise and cost to serve
- Optimize business processes and workflows via WFM /Contact Center utilizing Six Sigma tools
- Created detailed project plans, including timelines, milestones, resource requirements, and risk assessments, ensuring timely delivery of results.
VP Service
Carlson Wagonlit
06.2016 - 02.2021
- Lead teams in launching high priority strategic initiatives, working directly with the business leadership, sales executives, and stakeholders to improve revenue cycles
- Internal engagement with data intelligence, consumer impacts and evaluation of channel analytics
- Leverage CRM tools to maximize channel operations and maintain clients
- Implement forecasting for KPI’s to ensure client retention
- Partner with commercial /sales teams to ensure retention viewing early KPI’s
- Design and execute technology roadmaps for Contact Center and WFM
- Leverage six sigma models to have high quality metrics
- Align customers internal and external data to improve CX aligned to retention
- Introduced mathematical Regression Analysis forecasting models aligned to variation in business verticals and risk assessment for changes in global impacts
- Led cross-functional teams for the successful completion of major projects, resulting in increased efficiency and client satisfaction.
VP Contact Centers Efficiency
American Express
10.2014 - 06.2016
- Redesign WFM on all verticals with Six Sigma workflows and deploy new tools/technology for CX metrics and for contact centers
- Manage transformation activities aligned to operational success for clients
- Champion and manage the development and use of contact center staffing models for ongoing workforce optimization based in clients’ models
- Participate with customers to improve KPIs’ aligned to external requirements and resolutions
- Partner with commercial /sales teams to maintain and improve revenue capture
- Define and deliver optimized business processes aligned to client requirements
- Design/Deploy KPI's/CX metrics via WFM staffing models to improve client metrics
- Designed retention correlations models for client contracts retention
- Design forecasting with multiple linear regression for contact centers
- Created new QA measurements/KPI’s aligned to WFM performance that drives optimization of people alignment shifts, attrition, lost time, ranking performance impact for complex clients
VP Service Care
ADP
03.2012 - 10.2014
- Develop Client/ Associate tools to drive NPS and overall, client retention models
- Deliver Technology Roadmap and implementation solutions that extract and maximize business value from Customer support tools to include portal self -service
- Drive expectations, SLA definition, KPI's and data mining using intense analytics for client turnover while driving NPS and Retention / LTV
- Analyze future cognitive learning tools for client self-service models and IVR applications, leverage Virtual Hold, Voice/Speech recognition, caller utterance with AI/CHAT
- Design WFM strategies to improve CX via correlation analysis CSAT/DSAT/NPS and CES/Retention
- Improved all customer metrics for seasonal fluctuation
Education
Bachelor of Science - Industrial Engineering
Columbia University
NYCSkills
- Customer focus
- Organizational development
- Data analytics
- Digital transformation
Accomplishments
- Collaborated with team of [Number] in the development of [Project name].
- Achieved [Result] by introducing [Software] for [Type] tasks.
- Documented and resolved [Issue] which led to [Results].
- Supervised team of [Number] staff members.
Awards
- ADP - Presidents Award for Service
- American Airlines – Engineering Award
- NCR (National Cash Register) – Innovation Award
Certification
- Licensed [Job Title] - [Timeframe]
Timeline
Transformation Leader
TZP Private Equity
03.2021 - Current
VP Service
Carlson Wagonlit
06.2016 - 02.2021
VP Contact Centers Efficiency
American Express
10.2014 - 06.2016
VP Service Care
ADP
03.2012 - 10.2014
Bachelor of Science - Industrial Engineering
Columbia University
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