Lisa M. Roldan
TTEC Holdings, Inc.
Palm Coast,FL
Bilingual Management Professional experienced in enhancing employee engagement and performance through effective training and morale-building techniques. Delivered positive organizational change by leveraging strong customer service skills and a collaborative team player attitude. Committed to continuous learning and contributing to company growth in dynamic environments.
13
years of professional experience
Work History
Team Lead Service Delivery
1 Year 7 Months
TTEC Holdings, Inc. | 03.2025 - Current
- Coached associates to achieve company and client goals while addressing employee issues.
- Managed multiple complex tasks and projects with strong time management and organizational skills while monitoring team absence and attendance.
- Motivated and developed team through open, honest communication and integrity, providing feedback and acknowledging accomplishments and goal attainment.
- Worked remotely to complete tasks and projects
Quality Assurance Specialist
4 Years
TTEC Holdings, Inc. | 03.2021 - 03.2025
- Monitored associate calls to ensure customer satisfaction aligned with company and client policies and procedures.
- Supported the overall quality assurance workflow by conducting customer call evaluations and providing feedback directly to associates and Team Leads in a meaningful and constructive manner.
- Collected and evaluated call data for associates, delivering coaching and feedback to Team Leads to enhance performance.
- Participated in both internal and client calibration sessions, prepared and completed reports to meet contractual requirements.
- Supported a culture of coaching to meet or exceed quality customer experience satisfaction scores.
- Executed job responsibilities remotely
Licensed Insurance Agent
3 Years 7 Months
TTEC Holdings, Inc. - Daytona Beach, FL | 08.2017 - 03.2021
- Assisted individuals aged 65 years and older with enrollment into Medicare Advantage Plans, ensuring compliance with FL state 215 Life and Var. Annuities including Health.
- Facilitated quoting and purchasing of property and casualty insurance policies for Auto, Motorcycle, Boat/Watercraft, and Travel Trailer/Mobile Home, adhering to FL state 2044 Personal Lines.
- Managed inbound calls for TTEC insurance customers with policy and coverage questions.
- Advised callers on licensed insurance options, enrollments, and plan changes.
- Reviewed client needs to match suitable products and service solutions.
Receiving Clerk
3 Months
EG Industries - Ormond Beach, FL | 05.2017 - 08.2017
- Unloaded trailers of raw materials from suppliers, ensuring timely availability for production.
- Unloaded raw materials from suppliers' trailers to prepare for production.
- Obtained forklift operations certification, efficiently organized and stored products in designated warehouse areas.
Quality Coordinator
1 Year 8 Months
EG Industries - Ormond Beach, FL | 09.2015 - 05.2017
- Monitored and updated customer portals, addressing issues and convening meetings to initiate corrective actions.
- Monitored customer supplier scorecards and managed databases to inform facility on impact of defective parts per PPM and customer sales; created and issued supplier returns and RMAs, assisting shipping and accounting departments in acquiring appropriate credits or debits.
- Created quality alerts to notify management teams and operators of customer-reported issues, posting alerts within ERP system.
- Obtained certification to create entries within IMDS (International Materials Data Systems) that report basic information relating to the general composition of products in MDS (Material Data Sheets) in spreadsheets and send them to customers, along with the entire supply chain up to the automotive firm.
- Monitored and updated customer portals, resolved issues, and convened meetings to implement corrective actions.
- Performed weekly inventory cycle counts to ensure accuracy of stock levels. on inventory and reported any discrepancies to the management teams.
Data Entry Clerk
8 Months
Randstad USA - Ormond Beach, FL | 01.2015 - 09.2015
- Populated manufacturing ERP system PLEX and assisted with implementation by entering part names, part numbers, descriptions, and uploading identifying documents.
- Verified client records for accuracy and completeness, ensuring data integrity for Randstad USA.
- Verified client records for Randstad USA to ensure accuracy and completeness.
- Updated employee files following Randstad USA document tracking procedures to maintain organized and accessible records.
Front Desk Receptionist
1 Year 1 Month
Affordable Health Center - Palm Coast, FL | 08.2013 - 09.2014
- Greeted patients and collected demographic, insurance, and health history data to ensure accurate patient records.
- Collected copays and payments for services rendered.
- Facilitated patient referrals to appropriate physicians, and scheduled appointments for three departments consisting of eight providers.
- Managed phone system, took detailed messages, and promptly delivered them to intended recipients or departments to enhance communication.
Education
Bachelor of Arts - Business Administration
University of Phoenix
(not completed)
Health Information Management
Daytona State College
(not completed)
Skills
Performance management
Performance Metrics
Organization
Problem-solving
Team Development
Customer Engagement
Communication
Workforce management
Timeline
Team Lead Service Delivery
TTEC Holdings, Inc.
03.2025 - CurrentRead more
Quality Assurance Specialist
TTEC Holdings, Inc.
03.2021 - 03.2025Read more
Licensed Insurance Agent
TTEC Holdings, Inc.
08.2017 - 03.2021Read more
Receiving Clerk
EG Industries
05.2017 - 08.2017Read more
Quality Coordinator
EG Industries
09.2015 - 05.2017Read more
Data Entry Clerk
Randstad USA
01.2015 - 09.2015Read more
Front Desk Receptionist
Affordable Health Center
08.2013 - 09.2014Read more
University of Phoenix - Bachelor of Arts, Business Administration
Read more
Daytona State College - , Health Information Management
Read more