Lesley Warren
Jonesville,NC
Summary
Key Expertise Leadership Project Management Coaching / Collaboration Employee Engagement Problem-solving / Analysis Training, Developing, Motivation Effective Communication Enterprising Manager successful in leading every facet of new and ongoing business operations. Strategic thinker and tactical decision-maker with passion for serving customers and exceeding expectations. Creative problem solver skilled at de-escalating situations and driving positive change.
Overview
14
14
years of professional experience
Work History
Central Quoting Manager
Lowe's Companies Inc
05.2022 - Current
- Support business strategy to differentiate our services program while enhancing our Omni-Channel experience for customers
- Monitors Supervisor team performance (real-time and historical) to identify and address team performance needs; provides regular feedback and development opportunities to direct reports; conducting performance management for direct reports
- Conducts forecasting and analysis of day to day operations by Central Quoting Team to establish recruiting and hiring needs for long term production levels
- Manages own work stream to meet customer and business needs by translating business plans into tactical action items; communicating goals and objectives; overseeing work assignments; aligning team efforts
- Accountable for measuring progress in achieving results; identifying and addressing improvement opportunities: assuming responsibility for decision making
- Effectively motivates and engages employees while creating an environment that celebrates team success, seeking feedback and creating recognition programs
- Provides feedback to Central Quoting Director regarding process, department opportunities with recommendations to solve
- Leads implementation strategies for new capabilities as assigned by the Director
- Establishes feedback loops for Central Quoting, Stores and Provider Leadership Teams
- Works cross functionally with key stakeholders to deliver Central Quoting/Selling departmental objectives
Assistant Manager
Lowe's Companies Inc
08.2019 - 05.2022
- Implement and ensure execution of new programs to support business strategies by managing Direct reports and collaborating with cross-functional groups including managing relationships and service level agreements with other Lowe’s business areas and external business partners
- Analyzes business and process execution for the purpose of developing CPO Teams in delivering on internal and external SLA’s
- Monitors achievement of defined business and operational objectives by evaluating team performance (real-time and historical) and holding them accountable to defined performance levels
- Hires, trains and develops the talent necessary to achieve stated objectives providing meaningful development opportunities for individuals in preparation for succession planning
- Leads a Team in delivering a Quality Customer Experience on Service related Installations across a defined geographic area
- Ensures compliance with Permit, Lead Safe processes and regulatory requirements are executed
- Ensures effective CPO integration with Stores developing a “One Lowes” relationship keeping the Customer at the forefront
- Service production mananger
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Set and enforced policies focused on increasing team productivity and strengthening operational efficiency.
Service Production Manager
Lowe's Companies Inc
03.2017 - 08.2019
- Direct a team of Supervisors and associates ensuring the successful completion of installation (4 direct Supervisor reports and 60 indirect agent reports) jobs/projects and related work/service orders as well as resolving real time escalated issues
- This includes oversight to maintain consistent execution, service quality levels and delivering key operational metrics
- Primary responsibility for managing internal and external relationships which directly impacts the outcome of service delivery
- Managing and providing results that support selling channels across a broad geographic area regardless of sale origination ($23 + Million)
- Reviewed work for quality and compliance with company standards and design specifications.
- Managed continuous improvement initiatives to drive gains in quality, flow and output.
- Resolved issues quickly to maintain productivity goals.
Service Production Supervisor
Lowe's Companies Inc
03.2014 - 03.2017
- Program Execution through collaboration across all business channels by driving team performance regardless of obstacles
- Supported business strategies by developing team performance, providing regular feedback regarding program needs along with recommendations for correction
- Collaborated with vendors on product related areas of opportunities and recommendations
- Measured and monitored each direct report’s performance both historically and real-time to quantify daily performance and identify trends /training needs (Teams ranged in size from 15-21 direct reports)
- Motivated / Engaged direct reports while creating an environment of inclusiveness
- Established and maintained strong business relationships both internally and externally Developed direct reports through timely and effective feedback sessions along with hands on training - (11 promotions)
- Evaluated team member performance regularly to identify and resolve productivity concerns.
- Resolved issues quickly to maintain productivity goals.
Business Solutions Analyst
Lowe's Companies Inc
05.2015 - 10.2015
- Developed moderately complex requirements for process or system solutions within assigned business domain by working closely with stakeholders and appropriate IT teams
- Leveraging multiple business requirements gathering methodologies; documenting requirements throughout each stage of the project or initiative to ensure traceability; documenting comprehensive business cases
- Supported the evolution of applications, systems, and/or processes to a desired future state by maintaining a comprehensive understanding of how current processes impact business operations for assigned domain; identifying value gaps and opportunities for process enhancements or efficiencies; defining the impact of requirements on upstream and downstream solution components
- Providing recommendations to management on how to integrate requirements with current systems and business processes
- Supported solution design by providing insight to help translate requirements into workable business solutions
- Supported solution integration and acceptance testing and provides post implementation support to business domain stakeholders and end-users by defining user acceptance criteria
- Performing functionality tests to identify solution defects or shortcomings; escalating user problems as appropriate
- Supported continuous process improvement for assigned business domain by maintaining a thorough understanding of current business processes and how they functionally align with other business areas; researching competitors and industry best practices
- Recommending process improvements that align with sustainable best practices and the tactical goals of the business
- Completed work assignments by applying up-to-date expertise in subject area; leveraging an understanding of policies, data, and resources to support projects or initiatives; collaborating cross-functionally to solve business problems; identifying and monitoring priorities, deadlines, and expectations; communicating progress and information; identifying, recommending, and implementing ways to address improvement opportunities.
- Developed and maintained long-term relationships with clients, fostering strong service bonds and encouraging return patronage.
Materials Coordinator
Lowe's Companies Inc
06.2013 - 03.2014
- Responsible for creating and maintaining relationship with Installers, Vendors, and Sales team, while maintaining accuracy rate of 99% when entering orders for sale to customer
- Coordinated measures with installers, the return of the 2 measures and entering in details correctly for sales team to finalize with customer
- Maintained accuracy rate of 99% when entering all measures
- Evaluated installer’s detail for proper amounts keeping within guidelines of Lowe’s pricing policies
- Investigated any discrepancies on installer invoicing and sales contracts
- Contact Vendors for custom quotes
- Maintained accurate reports of all jobs sent, received and entered to ensure proper delivery of Lowe’s timelines and services
- Maintained open line of communication with Market Sales Managers and Field Service Managers to improve workmanship of installer and sales team.
- Worked with project managers to determine schedule and volume requirements in order to effectively coordinate deliveries and maintain supply levels.
Project Coordinator
Lowe's Companies Inc
02.2010 - 06.2013
- Coordinated materials ordered in conjunction with the installation dates $$
- Investigated, evaluated and resolved all Work orders- including damages reported by homeowner
- Used independent judgment to authorize and negotiate fees with installers and compensation requests with consumers
- Sort invoices to prepare them for payment
- Assisted with the training of new employees
- Negotiated outside fees with installers while maintaining the companies’ objectives and values
- Ran attendance reporting by collecting all attendance data and keeping daily updated log
- Innovative thinking to Improve policies and procedures within the production office through collaboration with colleagues
- Met with regional managers and directors to provide feedback and ideas to focus on improving procedures, training, and IT programs
- Trained on Lowe’s process regarding installed sales, and customer complaint resolution
- Lowe’s store process and Lowe’s corporate process with regards to handling all escalated complaints and install issues, skilled and able to negotiate with consumers while maintaining positive outlook and representing Lowe’s values
- Voice Team Captain for CPO- Responsible for driving results based on Employee Opinion Survey (EOS) scores
- Utilizing innovative thinking, collaboration, and work cross-functionally with other departments to execute the highest level of service.
- Liaised between departments to facilitate communication and keep appropriate parties updated on project developments.
Customer Service Agent
Lowe's Companies Inc
06.2009 - 02.2010
- Obtained important information in a timely and efficient manner while maintaining adequate production levels and fulfilling reasonable customer service expectations in a high volume, fast paced environment.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
Education
Associate of Arts -
Wilkes Community College
Wilkesboro, NC05.2023
Skills
- Leadership Essentials
- Situational Leadership
- Microsoft Office Suite
- Siebel
- Project Tool
- IMS
- R7
Timeline
Central Quoting Manager
Lowe's Companies Inc
05.2022 - Current
Assistant Manager
Lowe's Companies Inc
08.2019 - 05.2022
Service Production Manager
Lowe's Companies Inc
03.2017 - 08.2019
Business Solutions Analyst
Lowe's Companies Inc
05.2015 - 10.2015
Service Production Supervisor
Lowe's Companies Inc
03.2014 - 03.2017
Materials Coordinator
Lowe's Companies Inc
06.2013 - 03.2014
Project Coordinator
Lowe's Companies Inc
02.2010 - 06.2013
Customer Service Agent
Lowe's Companies Inc
06.2009 - 02.2010
Associate of Arts -
Wilkes Community College