Lisa Dass
Atlanta,United States
Summary
Experienced operations and client support leader with a proven track record of managing teams in fast-paced environments. Skilled in coordinating staff schedules, adjusting assignments during busy periods, and ensuring compliance with policies and regulations. Proficient in conducting quality assurance assessments and fostering positive relationships between management and staff.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Operations Focal Point Flight Manager
IOM
02.2024 - Current
- Led daily flight operations for IOM by coordinating teams to manage transit, ground transportation, ticket validation, and CBP procedures for up to 225 passengers. Provided clear guidance and adjusted workflows to ensure timely, efficient, and seamless flight management operations.
- Team Scheduling & Workflow Management: Directed daily scheduling and task assignments for operational teams supporting up to 25 personnel. Adapted assignments to cover peak periods, staff leave, and unexpected leave of absences — ensuring uninterrupted service delivery and management of ROI functions.
- Liaison & Communication: Acted as the primary liaison between management and on-site teams, ensuring that all operational processes met established protocols and regulatory standards.
- Quality Assurance & Performance Monitoring: Conducted regular quality assurance audits and performance reviews and evaluations, to maintain high standards. Provided immediate backup coverage in instances of backlog, illness, or vacation, demonstrating flexibility and proactive management.
- Travel Coordination: Coordinated on-site support and travel logistics, proving an ability to manage operations across multiple locations.
Order Management Coordinator - Clorox
Magnit Global
01.2024 - 02.2024
- Managed corporate online orders using an order management tool (SAP) to ensure data accuracy and timely processing. Coordinated with supply chain, logistics, and customer teams, serving as a liaison to maintain smooth communication and operational efficiency for multiple Fortune 500 clients and small business entities.
- Interdepartmental Liaison: Served as a conduit between supply chain, logistics, and customer support teams, emphasizing clarity and timeliness in task execution and compliance with operational standards.
- Operational Coordination: Managed the creation and processing of corporate orders through a centralized interface, ensuring that workflow and scheduling were optimized across departments.
Federal Revenue Cycle Consultant
Oracle USA
01.2023 - 06.2023
- Consulted for the Department of Defense on revenue cycle management and regulatory compliance, enhancing patient accounting and ledger processing through data analysis and process optimization, for multiple sites, with a focus on MRO and customer needs assessment. Utilization of Cerner Millennium Platform.
- Regulatory & Compliance Oversight: Collaborated with the Department of Defense on revenue cycle management initiatives, focusing on patient accounting and adherence to federal/state regulations, policies and procedures—including HIPAA privacy standards for privacy of patient medical record.
- Process Improvement & Performance Reviews: Led process assessments and implemented performance review measures that optimized data flow, workflow efficiency and productivity —critical assets for ensuring compliance in health information management.
- Analyzed existing workflow processes and proposed optimizations to improve efficiency and effectiveness.
- Cross-Functional Coordination: Partnered with internal teams to streamline operations, reinforcing effective communication and robust regulatory compliance.
Operations Assistant
DELTA AIR LINES
01.2021 - 01.2023
- Assisted in daily flight operations by advising customers on accommodations, managing reservations, handling inquiries, and coordinating communications to ensure smooth, efficient travel services
- Provided tailored accommodation options to meet individual and group travel needs.
- Managed reservations and resolved customer inquiries, concerns, and complaints.
- Demonstrated strong communication skills while handling approximately 60 daily calls and emails.
Logistics Trainer
Amazon
01.2020 - 01.2022
- Delivered comprehensive onboarding and ongoing training for up to 25 employees through in-person and virtual sessions. Audited performance and revamped processes to enhance efficiency and reduce turnover.
- Conducted new hire onboarding and provided quality assurance through auditing and tracking accuracy.
- Designed and delivered targeted training for up to 25 employees through in-person and virtual sessions.
- Developed and implemented training modules to improve operational workflow efficiency.
- Revamped training strategies to reduce turnover and enhance performance.
- Audited performance and tracked accuracy to ensure quality standards were met.
Global Enterprise Consultant / Analyst
Verizon
01.2014 - 01.2019
- Managed B2B billing, account recommendations, and achieved customer savings of over $100,000/year.
- Performance & Client Management: Oversaw team performance and coordinated project strategies, ensuring quality standards and regulatory policies and procedures were consistently met 90-95% contract renewals and bill savings of 8 to 10% year over year.
- Operational Leadership: Managed and adjusted workflow assignments across cross-functional teams, garnering high customer satisfaction ratings through meticulous attention to quality and team productivity. Maintained Customer Loyalty Index at 98%.
Business Solutions Specialist
Verizon
- Provided exceptional customer service and sales support by educating clients on business products, driving upsell initiatives and fostering strong relationships to enhance customer loyalty.
- Customer service, sales and problem-solving.
- Suggestive selling, educating and upselling of Verizon Business products for customer business need alignment.
- Relationship building and retaining customer loyalty of 98%.
Customer Engagement Manager / Trainer
Verizon
- Led customer engagement by coordinating cross-functional teams to analyze interactions and implement training programs, driving significant improvements in satisfaction, loyalty, and overall customer experience.
- Cross-functional team collaboration Analyzed customer interactions and trends to improve customer engagement to 97% year over year.
- Managed teams of up to 25 people.
- Conducted onboarding training and integration into the Verizon culture.
- Promoted and elevated Net Promoter score as a team from 89% to 97%.
Education
Bachelor of Science - Information Technology, Information Systems Security, Homeland Security - Minor
Strayer University
01.2018
Skills
- Technical Skills: Tableau, Microsoft Office, Cerner Millenium Platform Suite
- Management Skills: Organizational, time and people management skills, Problem solving, Interpersonal Skills, Supervisory Management
- Corporate communication expertise
- Attention to Detail: Attention to details
- Language Proficiency: Fluent in English, Proficient in Spanish
Certification
Lean Six Sigma - Green Belt, Verizon Sep 2018
Languages
Spanish
Limited Working
English
Native or Bilingual
Work Preference
Work Type
Full TimePart TimeContract WorkWork Location
RemoteHybridImportant To Me
Career advancementCompany Culture401k matchStock Options / Equity / Profit Sharing4-day work weekPaid sick leavePersonal development programsFlexible work hoursWork from home optionPaid time offWork-life balanceHealthcare benefitsTeam Building / Company RetreatsAccomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 25 staff members.
- Collaborated with team of 5in the development of SOPs "At a glance" Template.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Affiliations
- Hosea Helps
- Red Cross
Software
Tableau
Oracle, Cerner Platform
Interests
Reading
Swimming
Traveling
Cultural Exchanges
Timeline
Operations Focal Point Flight Manager
IOM
02.2024 - Current
Order Management Coordinator - Clorox
Magnit Global
01.2024 - 02.2024
Federal Revenue Cycle Consultant
Oracle USA
01.2023 - 06.2023
Operations Assistant
DELTA AIR LINES
01.2021 - 01.2023
Logistics Trainer
Amazon
01.2020 - 01.2022
Global Enterprise Consultant / Analyst
Verizon
01.2014 - 01.2019
Business Solutions Specialist
Verizon
Customer Engagement Manager / Trainer
Verizon
Bachelor of Science - Information Technology, Information Systems Security, Homeland Security - Minor
Strayer University
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