Lance Schley
St Charles
Summary
I am passionate about customer service. This includes vendor, consumer, partner, and especially internal customer service. I believe that a good leader starts with internal customer service. When good cultural and inter-departmental communication is available for everyone in the company, then production, optimization, and buy-in to the company all come easily. This is my number one goal and passion and driving force in my career.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Vice President of System and Contact Center
Veritas Global Protection Services
06.2024 - Current
- Redevelop the administrative contracting, claims, and accounting system.
- Worked to migrate system to Azure cloud and build out security firewall and permissions.
- Reconfigured the code base for stability and efficiency.
- Set up least privilege across the IT department.
- Built out the SOP, DRP, incident response process, password policy, and AUP for the company.
- In the contact center I implemented a claims procedure that was customer centric and reliant on employee engagement.
- Lowered the loss ratio while keeping retention of agent services high.
- Created a culture of ideas with customer service at the forefront.
Director of IT and Programming
Smart AutoCare
03.2022 - 06.2024
- Manage the IT and analytics departments
- Work with all digital and sales vendors to ensure the success of the Smart AutoCare product
- Project manage all of the upgrades to Profit Track (Smart AutoCare CRM/Accounting/ Contracting platform)
- Negotiate contracts with vendors and control IT budget
- Work with all departments for structural and procedural success
- Oversee the internal and external network infrastructure including 365, firewalls, malware software, servers, DNS, DHCP servers, backups, data flow, configurations, and integrations
- Manage and remediate all upgrades and patches to all technology at SAC
- Manage the Programming of Profit Track (SAC’s proprietary administrative software)
- This includes all the APIs, integrations, code changes, project management, and analytics
- Developed and maintain all the processes and policies for all software internal and external
- Evaluate all departmental needs for developing Profit Track for all new and existing programming needs
- Scheduling all projects so business objectives can be met
- Manage the day-to-day help desk
- Developed best practices, policies, and procedures for quick turnaround for user needs
- Developed a customer service orientated help desk department.
Director of Operations
Smart AutoCare
05.2021 - 05.2022
- Moved to the Director of Operations position to coordinate all departments for company needs
- Work closely with all staff in vendor management, process controls, and departmental functionality
- Worked closely with senior management on performance goals and to set strategic goals for SAC.
Director of Call Center Operations
Smart AutoCare
05.2019 - 05.2021
- Managed the entire workforce of 200 associates in automotive adjudication and worked with recruiting services and HR to find the correct candidates
- Manage the call center management team to develop processes and procedures for optimization and productivity
- Restructured the ShoreTel/Mitel telephony system to have easy call flow and efficiency, built a new Dialpad phone system and Playvox workforce management tool, developed the KPIs and enforcement of company standards and created a forecasting and scheduling program through excel and new Playvox WFM tool
- Monitor labor and system for excellent service within budget costs
- Managing telephony and IVR systems (ShoreTel/Mitel and Dialpad) through design and maintenance
- Controlled vendor management for all call center software, programs, and SaaS solutions.
Client Solutions Manager
CIS Group, LLC
11.2017 - 02.2019
- Managed a home insurance client solution center of 30-40 agents
- Managed the telephony system project for the client solutions center
- Set project goals and timeline for completing and installing the Nice/InContact IVR program
- Set KPIs for inbound and outbound call center
- QA phone calls and ensure compliance with KPIs
- Coached and trained associates
- Built processes for workforce management team
- Handled daily call center supervision and conflict resolution.
Call Center Project Manager
Inogen
09.2017 - 11.2017
- Managed a call center of 50 agents
- Built training courses for onboarding new agents
- Handled customer calls and needs related to healthcare industry, specifically oxygen condensers
- Ran day-to-day call center operations.
Contact Center Floor Supervisor
EFG Companies
03.2014 - 06.2017
- Managed the contact center with 40-50 agents for automotive claims
- Set processes and training for excellence in customer service
- Evaluated contact center queues and provided follow-up training
- Conducted coaching sessions and one-on-one meetings with agents
- Maintained excellent working relations with peers in all departments.
Account Manager
Priority One Medical Equipment Repair
02.2013 - 03.2014
- Opened a new division within the company repairing and cleaning autoclaves
- Set up training manual, inventory, term contacts, and scheduling
- Sold service to hospitals in the state of Texas
- Handled customer satisfaction.
Lead Server
Romano's Macaroni Grill
04.2012 - 07.2013
- Responsible for all guest services and relations
- Accurate and organized information entry
- Maintenance on a day-to-day equipment and pest control.
General Manager
Applebee's Neighborhood Grill + Bar
03.2008 - 04.2012
- Managed day-to-day operations
- Scheduled 40+ associates
- Controlled cost reduction and maximized profitability
- Handled outside catering services
- Managed hiring and training of new associates.
Account Manager
Bulter International
02.2005 - 01.2008
- Managed 20 accounts in the telecommunication field
- Handled payroll, training, and time management
- Organized account timelines
- Upgraded office filing system
- Handled official company correspondence.
Manager
Lion's Choice Restaurants
05.1999 - 02.2005
- Managed and trained a crew of up to 30 associates
- Scheduled 20+ associates
- Maintained building and appearance for a high-quality dining experience.
Education
Diploma, General Studies -
Fort Zumwalt South
01.1998
Skills
- Project Management
- Project Planning
- SQL Server Management Studio
- Jira
- Server management
- Team building
- Training and engagement
Current Title
Director of Systems and Contact Center
Certification
- Call Center Agent Certification
- CompTIA A+ CE
- CompTIA Network+ CE
- LPI Linux Essentials
- ITIL v4 Foundation
- Call Center Management
- Sales - The other side of service
Timeline
Vice President of System and Contact Center
Veritas Global Protection Services
06.2024 - Current
Director of IT and Programming
Smart AutoCare
03.2022 - 06.2024
Director of Operations
Smart AutoCare
05.2021 - 05.2022
Director of Call Center Operations
Smart AutoCare
05.2019 - 05.2021
Client Solutions Manager
CIS Group, LLC
11.2017 - 02.2019
Call Center Project Manager
Inogen
09.2017 - 11.2017
Contact Center Floor Supervisor
EFG Companies
03.2014 - 06.2017
Account Manager
Priority One Medical Equipment Repair
02.2013 - 03.2014
Lead Server
Romano's Macaroni Grill
04.2012 - 07.2013
General Manager
Applebee's Neighborhood Grill + Bar
03.2008 - 04.2012
Account Manager
Bulter International
02.2005 - 01.2008
Manager
Lion's Choice Restaurants
05.1999 - 02.2005
Diploma, General Studies -
Fort Zumwalt South
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