Laura Hanna
Customer Journey Manager
Chesterfield,VA
Summary
Experienced Manager providing leadership and serving as escalation point for clients and internal departments. Provide senior leadership and internal stakeholders with updates and status reports. Delivers excellent client services while building and maintaining client relationships. Strong people management skills coach, lead and develop employees.
Overview
21
21
years of professional experience
Work History
Head Bartender
The Resturant Company
Richmond, VA
07.2014 - Current
- Designed special drink and cocktail offerings on monthly basis as part of seasonal offerings.
- Implemented effective inventory control systems to reduce food spoilage and waste.
- Kept alcoholic beverages well-stocked and organized to meet expected demands.
- Maximized customer service by training staff, overseeing operations, and resolving issues.
- Strategized plans to increase bar revenue through innovative promotional concepts, specialty drinks, and customer-focused events, drove bar sale up by 15% with specialty drinks created.
- Adhered to state laws regarding alcoholic beverage services and customer regulations.
- Boosted bar profitability, mentoring team members on routine procedures and productivity strategies.
- Handled simultaneous customer, team, and business needs while avoiding unnecessary delays or errors.
Customer Journey Manager
Mission Lane
12.2022 - 02.2023
- Elevated customer journey by monitoring experience health and collaborating across company to deliver data-driven, customer-centric improvements
- Streamlined touchpoints, business rules, and operational processes
- Created process artifacts: user flows, service blueprints, and risk assessments
- Coordinated cross-functional incident remediation to resolve experience gaps
- Voice of the customer gathered insights shared cross functionally to drive company wide improvements
- Met with agents to gain insights on customer issues and implemented changes that reduced 45% of customer login issues
Escalations/Quality Assurance Manager
Mission Lane
11.2020 - 12.2022
- Managed team of 12 Quality Assurance and Escalations agents who addressed complaints from Regulators (BBB FDIC and customers) monitored call center agents calls for quality
- 95% dissatisfied customer relationships recovered by developing innovative process that targets customers who have shared negative feedback via complaint or survey
- Performed performance reviews, and general administrative task such as approving time cards and weekly development meetings with agents
- Hired and develop talent while maintaining collaborative, results-oriented culture with 30% Agent promotion rate
- Created and program managed employee recognition program celebrating top 10% of agents each quarter
- Analyzed bottlenecks in service deliveries and negotiated SLAS to to improve client service delivery by 1.5 days on average
- Scheduled and chaired quality review meetings to review effectiveness of performance mitigating risk, improving throughput and achieving customer satisfaction.
- Determined quality department standards, practices, and procedures.
- Implemented new quality assurance and customer service standards.
- Assessed product quality by monitoring quality assurance metrics, reports and dashboards.
- Performed root cause analysis to identify and resolve quality issues and defects.
- Recorded, analyzed, and distributed statistical information.
- Applied coaching techniques and tools to support managers and team members in improving performance.
- Collaborated with cross-functional teams to develop and implement process and system improvements.
- Established and tracked quality department goals and objectives.
Principal Operations Specialist
Mission Lane
06.2019 - 11.2020
- Supervised 10 agents managing training, workflow and day to day assignments, monitoring productivity and providing coaching when needed
- Elevated change and risk management through scrum methodologies, leading operational change management forums, and address critical risks
- Built agent wiki from scratch to solidify operational processes and ensure agent adherence to business intent decreased agent AHT by 40%
- Led incident remediation and tactical fixes, partnering across company
- Managed vendor relationships resulting in cost savings of 47% year
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Self-motivated, with strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Speciality Investigations Supervior
Capital One
02.2013 - 02.2019
- Supervised team of 15 agents, performed QA, monitored metrics and coached agents
- Key member of regional task force focused on combating fraud threats, facilitating external trainings, analyzing industry trends, and automating defenses
- Investigated complex cases of identity fraud, identity theft, counterfeit cards, data breaches, bust-out and synthetic financial crimes, and trained others in these areas
Entry Level Positions
Capital One
11.2001 - 02.2013
- Back office team sent letters performed bulk maintenance on accounts in back end systems
- Call center account manager took escalated calls from customers
- Collections representative- Made collections calls from dialer set up promise to pays and collected cures for delinquent customers, was top collector 4+times
Education
High School Diploma -
Richmond Christian School
Richmond06.2000
Certificate -
Coursera
Online03.2023
Skills
- Confluence, Jira, Lucid Chart, Tableau
- Microsoft Office (Excell, Power Point)
- SQL
- Zendesk
- Strong communication skills
- Problem solving skills
- Workflow Monitoring
- Strategic thinking
- Customer surveys and NPS improvement strategies
- Handling Complaints
- Key Performance Indicators (KPI)
- Issue Resolution
Languages
- English
Timeline
Customer Journey Manager
Mission Lane
12.2022 - 02.2023
Escalations/Quality Assurance Manager
Mission Lane
11.2020 - 12.2022
Principal Operations Specialist
Mission Lane
06.2019 - 11.2020
Head Bartender
The Resturant Company
07.2014 - Current
Speciality Investigations Supervior
Capital One
02.2013 - 02.2019
Entry Level Positions
Capital One
11.2001 - 02.2013
High School Diploma -
Richmond Christian School
Certificate -
Coursera