Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Lisa Davila

Kent,WA

Summary

Goal-oriented and respected leader with extensive experience in the Financial Services industry and proven relationship building skills. Expert in increasing productivity and member satisfaction while driving revenue. Committed to streamlining processes while optimizing employee talent.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Client Experience Manager

Seattle Bank
05.2024 - Current
  • Cultivated strong relationships with key stakeholders, including customers, vendors, regulators, and community leaders to promote collaboration and long-term success.
  • Led cross-functional teams for the successful completion of major projects, resulting in increased efficiency and client satisfaction.
  • Demonstrated proficient leadership skills to motivate employees and build competent teams.
  • Collaborated with senior management to develop strategic initiatives and long term goals.
  • Oversaw the resolution of complex client issues, earning a reputation for going above and beyond to ensure satisfaction.
  • Boosted efficiency by developing standardized procedures for handling common client inquiries and concerns.
  • Built strong internal partnerships with sales, marketing, operations, and other departments to align on best practices for enhancing the overall client experience.
  • Championed a company culture focused on delivering exceptional service, fostering employee alignment and dedication towards meeting clients' expectations.
  • Took ownership of customer issues and followed problems through to resolution.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Collaborated with upper management to improve customer service processes and support structures company-wide.
  • Kept accurate records to document customer service actions and discussions.
  • Created and reviewed invoices to confirm accuracy.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Established team priorities, maintained schedules and monitored performance.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Streamlined and monitored quality programs to alleviate overdue compliance activities.
  • Launched quality assurance practices for each phase of development
  • Managed senior-level personnel working in marketing and sales capacities.
  • Spearheaded initiatives to improve overall client experience, including staff training and process improvements.

Senior Program Manager, Performance and Experience

BECU
07.2023 - 05.2024
  • Partner with internal and cross functional teams to design and implement programs that support employee engagement and member advocacy.
  • Leverage data and analytics to make informed decisions and drive business improvements.
  • Plan, create content and deliver Quarterly Town Hall meetings for over 450 employees to elevate department awareness, recognize accomplishments and foster leader and team connections.
  • Established Contact Center Engagement Committee Program with clearly defined objectives and initiatives to focus on boosting morale, retention, and offering professional development opportunities.
  • Created department recognition program focused on employee appreciation for demonstrating superior member service, improved call quality and modeling core values.
  • Assist with overseeing Contact Center formal employee escalation process from form intake to coordinating call reviews, calibrating on action, follow up and documentation.
  • Lead de-escalation training business initiative to improve employee proficiency and confidence in real time service recovery.
  • Cultivate positive rapport with colleagues across organization to maintain internal networks and gain greater understanding of department operations.

Director, Contact Center Operations

BECU
08.2021 - 06.2023
  • Determined and executed Contact Center operational strategies to include identifying and evaluating productivity, quality and member service standards.
  • Established ongoing operational review meetings with leadership to assess channel performance trends, workload forecasts and proactively recommended enhancements for Contact Center with answered calls exceeding 2M annually.
  • Assisted in leader recruiting, hiring, and onboarding.
  • Provided ongoing leader coaching, mentoring, recognition, and performance evaluations for twelve direct reports to ensure key performance metrics were achieved.
  • Encouraged culture of continuous improvement by fostering open communication and empowering employees to voice their ideas.
  • Effectively managed budgets to ensure optimal use of resources while maintaining financial stability.
  • Collaborated with Business Continuity and Risk Management leaders to review and revise operating plans ensuring requirements were met.

Director, District Retail Delivery

BECU
01.2008 - 08.2021
  • Opened several branches comprised of de novo and relocations.
  • Managed daily operations while overseeing eight branch locations.
  • Visited branches monthly to pulse check on center dynamics, connect with employees, observe member interactions, completed compliance reviews and shared feedback with leaders.
  • Monitored efficiency measures to ensure defined productivity expectations were met for all areas of responsibility.
  • Delivered ongoing coaching, mentoring, and training for leaders to drive performance culture.
  • Provided developmental opportunities for employees to promote career growth and empowerment.
  • Assisted in ongoing talent acquisition, pipeline management and tracked attrition within district.
  • Cultivated positive work environment that fostered employee engagement and increased retention.
  • Supported community outreach and team building by participating in events quarterly with branch teams.
  • Participated in cross functional project teams to identify and recommend workflow efficiencies, to improve member and team experiences.
  • Developed annual operating plan, budget and performed expense management for district.

Education

Associate of Arts - Marketing And Business Management

Art Institute of Seattle
Seattle, WA

Skills

  • Performance, Sales & Operational Management
  • Issue Resolution & Service Recovery
  • Employee Coaching & Development
  • Talent planning & retention
  • Teamwork & Collaboration
  • Interpersonal communication
  • Adaptability
  • MS Office

Certification

  • Certified Scrum Master, Scrum Alliance
  • Lean Six Sigma White Belt - University of WA

Timeline

Client Experience Manager

Seattle Bank
05.2024 - Current

Senior Program Manager, Performance and Experience

BECU
07.2023 - 05.2024

Director, Contact Center Operations

BECU
08.2021 - 06.2023

Director, District Retail Delivery

BECU
01.2008 - 08.2021

Associate of Arts - Marketing And Business Management

Art Institute of Seattle

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Lisa Davila