Lillian Varner
Lutz,FL
Summary
Experienced Senior Manager Customer Care bringing 20 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
31
31
years of professional experience
Work History
Senior Manager Customer Care
Impressive Document Processing (IDP)
Tampa, Florida
03.2013 - Current
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
Director of Operations
The Student Loan Help Center
Tampa, Florida
07.2010 - 03.2013
- Oversaw day-to-day production activities in accordance with business objectives.
- Worked collaboratively with functional leaders to implement new procedures and corrective actions to improve quality.
- Defined, implemented and revised operational policies and guidelines.
- Monitored office workflow and administrative processes to keep operations running smoothly.
Senior Project Manager
MCI Telecommunications
Atlanta, Georgia
02.1990 - 09.2008
- Closely collaborated with project members to identify and quickly address problems.
- Oversaw large portfolio of projects to support teams, report progress and influence positive outcomes for key stakeholders.
- Maintained schedules to meet key milestones at every project phase.
- Communicated project plans and progress to key stakeholders and project contributors.
- Kept project on schedule and within budget while serving as project leader.
- Recorded all project costs and expenses and aligned with project budget.
- Executed projects and acted as senior project manager for multiple commercial, office, residential and public works projects.
Education
Graduate Certificate in Project Management
George Washington University Online
Washington, DC05.1992
High School Diploma -
St Mary's Visitation
Providence Rhode Island05.1982
Skills
- Sales Strategies
- Database Systems
- Scheduling and Coordinating
- Administration and Reporting
- Information Services
- Customer Accounts Management
- Problem Resolution
- Client Interactions
Timeline
Senior Manager Customer Care
Impressive Document Processing (IDP)
03.2013 - Current
Director of Operations
The Student Loan Help Center
07.2010 - 03.2013
Senior Project Manager
MCI Telecommunications
02.1990 - 09.2008
Graduate Certificate in Project Management
George Washington University Online
High School Diploma -
St Mary's Visitation
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