Lemy Blair, MBA
Elkhorn,NE
Summary
Customer centric professional focused on business development, problem solving, customer retention and generating revenue .
Overview
5
5
years of professional experience
Work History
HR Business Partner (Bilingual)
McDonald's (LMI)
02.2023 - Current
Seasonal Talent Acquisition Associate (Bilingual)
Berkshire Hathaway (OTC)
07.2022 - 12.2022
Site Manager (Bilingual)
GS Labs
08.2021 - 05.2022
Customer Experience Manager (Bilingual)
TJX Companies
09.2019 - 10.2021
Academic Counselor
University of Phoenix
2005 - 2008
Operations Manager
Sears Holdings
2000 - 2005
Quality Assurance Manager
Sitel
1995 - 2000
- Streamlined call center operations for increased efficiency through optimizing scheduling, staffing, and performance tracking processes.
- Increased sales conversion rates by implementing targeted cross-selling and upselling techniques for agents to utilize during calls.
- Reduced average handling time with the development of comprehensive agent scripts and troubleshooting guides.
- Oversaw the successful implementation of new technology platforms that enhanced agent efficiency.
- Improved workforce planning capabilities by analyzing historical call volume patterns to accurately predict future staffing needs.
- Enhanced team performance, providing regular coaching sessions and constructive feedback for continuous improvement.
- Collaborated with other departments to develop solutions for resolving recurring customer issues, improving overall satisfaction levels.
- Boosted first-call resolution rates by equipping agents with comprehensive product knowledge and troubleshooting skills through ongoing training workshops.
- Implemented quality assurance measures to monitor agent performance, ensuring adherence to company policies and procedures.
- Improved customer satisfaction ratings by implementing effective call center strategies and employee training programs.
- Managed budgetary responsibilities while maintaining adequate staffing levels, securing necessary resources without compromising operational efficiency.
- Adhered to quality assurance benchmarks, state compliance and set standards for improvement.
- Developed quality employees within call center to take over leadership positions.
- Collected and analyzed call center statistics, sales rates, costs, and customer service metrics.
- Established and oversaw performance targets for call center associates.
- Led daily team meetings to review performance, set targets and motivate staff.
- Improved average hold times, resolution rates and satisfaction scores through staff development.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Recruited, trained and onboarded new agents, maintaining exceptional service standards.
- Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
- Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
- Executed Monthly Performance Plans with representatives to identify production gaps.
- Recognized as a top performer among peers, consistently achieving high rankings in key performance metrics such as customer satisfaction scores and revenue generation.
Education
Master Of Business Administration - Business Administration
University Of Phoenix
Tempe, AZ12.2006
Bachelor Of Science - Criminal Justice Administration
Bellevue University
Bellevue, NE01.2003
Skills
- Bilingual/Spanish
- Employee Relations
- Onboarding
- Compliance
- HRIS
- Employee Engagement
- HR Policies
- Performance Appraisals
- Workforce Planning
- Benefits Administration
- Talent management
- Employee Surveys
- Background Checks
- Career Development
- Diversity and Inclusion
- Compliance Management
- Onboarding Processes
- HRIS Systems
- Coaching leadership
- Policy Implementation
- Operations Management
- Recruitment
- Employee Development
- Corrective Action Planning
- Multitasking Abilities
- Analytical Skills
- Onboarding, Training, and Development
- Problem-Solving
- Adaptability
- Administering Disciplinary Procedures
- Recruitment and hiring
- Self Motivation
- Performance Management Systems
- Team Collaboration
- Decision-Making
- Time management abilities
- Continuous Improvement
- Effective Communication
Timeline
HR Business Partner (Bilingual)
McDonald's (LMI)
02.2023 - Current
Seasonal Talent Acquisition Associate (Bilingual)
Berkshire Hathaway (OTC)
07.2022 - 12.2022
Site Manager (Bilingual)
GS Labs
08.2021 - 05.2022
Customer Experience Manager (Bilingual)
TJX Companies
09.2019 - 10.2021
Academic Counselor
University of Phoenix
2005 - 2008
Operations Manager
Sears Holdings
2000 - 2005
Quality Assurance Manager
Sitel
1995 - 2000
Master Of Business Administration - Business Administration
University Of Phoenix
Bachelor Of Science - Criminal Justice Administration
Bellevue University