Lisa M Houston
Gray
Summary
Accomplished leader at Quantum Fiber and CenturyLink, adept in inspiring team dynamics and effective multitasking. Spearheaded process improvements and training, significantly enhancing operational efficiency and agent performance. Excelled in developing collaborative partnerships and utilizing strong verbal skills to drive results, embodying professionalism and adaptability.
Overview
14
14
years of professional experience
Work History
Fallout Resolution Supervisor
Quantum Fiber
09.2023 - Current
- Being proactive in identifying potential problems and fallout, working cross functionally to find resolution and generate solutions
- Created and improved Fallout Resolution processes and procedures
- Developed training materials for Quantum Fiber agents, both O&O as well as SPC, including leadership
- Conducted training sessions for Quantum Fiber agents and leadership on Fallout Resolution processes that I developed
- Fostered relationships across various levels and departments within the company, ensuring effective communication and timely updates on key projects
- Produced and edited articles and bulletins for KIT, contributing to correct processes and procedures, as well as improving content
- Assisted in automation creation for Fallout Resolution work
- Created reporting and Dashboards in Salesforce for the Fallout Resolution work that are used by agents and leadership
- Managed up to 100 agents in fallout resolution work, provided process assistance, scheduled and managed offline time, coached and corrected behaviors, and motivated performance improvements
- Work with Legal to get processes approved
- Developed templates for Case Feed Emails and Mogli SMS, in order to ensure the communications are both professional and legally compliant
Success Team Supervisor
Quantum Fiber
01.2022 - 09.2023
- Managed and guided a team of 15 members to achieve set metrics
- Train new employees and provided ongoing development for existing agents
- Provided regular feedback and coaching sessions to help agents improve their performance and reach their full potential
- Conducted performance reviews, provided constructive feedback, and set individual goals
- Ensured team adhered to quality assurance standards and procedures
- Prepared and submitted reports on team performance, progress, and other key metrics
- Handled escalated customer issues and provided call assistance for agents
- Collaborate with other supervisors and coordinators to ensure a successful organization
- Encourage a culture of support, respect, and collaboration
Success Team Customer Advocate
Quantum Fiber
02.2021 - 01.2022
- Lead Legacy Disconnect with Programming team
- Responsible for disconnect and programming processes
- Point person for Legacy Disconnect for CAG/CARR processes
- Mentor teammates to ensure business needs are met
- Assist technicians with programming and provisioning
- Troubleshoot Repairs
- Review customer accounts
- Assist customers with our Quantum Fiber buy flow
- Provide best in world service
Sales & Customer Service Representative
CenturyLink
05.2018 - 02.2021
- Build and review customer accounts
- Provide excellent customer service
- Selling products and services
- Achieve monthly sales quota while maintaining a minimum churn rate
- Mentor and lead team mates to ensure business needs are met
- Assist technician with programming and facilities
- Troubleshoot Repairs
New Hire Training SME
CenturyLink
05.2018 - 03.2019
- Created and Orchestrated SME Training Guide to train future SMES, for all of VST
- Created laptop and application troubleshooting guide for Supervisors and TSCs
- Pioneered Greenhouse producing lowest new hire attrition rates to date
- Created TSC Training Guide for all new TSCs in VST
Special Project – SPC Audit
CenturyLink
02.2018 - 05.2018
- Perform comprehensive invoice audit line by line to ensure correct vendor billing
- Ensure vendors and company comply with the Statement of Work/Contract
- Correct Invoice billing errors
- Create extensive spreadsheet with invoice information and findings
- Work with Vendor Contacts and Channel Managers
- Report findings to management
Coordinator II (Virtual Sales Team)
CenturyLink
04.2017 - 02.2018
- Oversee Incentive programs for agents and leadership team
- Ensured correct sales results – created a report for system duplicates and poser sales which resulted in saving hundreds of incentive dollars per week
- Develop and manage Reporting for team results, incentives, etc.…
- Used Microsoft Excel to create pivot tables, VLOOKUP, and other Excel functions
- Wrote the VST Laptop/Applications Troubleshooting Guide
- Troubleshoot Outages/System Support/VPN Support
Senior Lead: Work at Home Division
CenturyLink
06.2011 - 04.2017
- Implemented a program called SME Time within the training classes in order to improve graduation rates
- Manage and maintain scheduling for Senior Leads
- Review and send out daily reports
- Create Coaching Development Plans for agents and SMEs
- Facilitate the Outage Bridge weekly in order to reduce agent outages
Interim Inbound Supervisor
CenturyLink
12.2016 - 02.2017
- Provided supervision and support to 15 inbound sales and care representatives
- Reviewed daily reports relating to the agents results
- Adherence, Average Handle Time, Sales, Quality Assurance, and etc.…
- Created development plans for agents based on report analysis and results in order to improve individual and team results
- Monitored performance on an ongoing basis
Education
BS - Psychology
East Tennessee State University
12.2019
High School -
University High School
01.1991
Skills
- Inspiring Team Dynamics
- De-escalation techniques
- Crisis Recognition
- Mediate disputes
- Effective Multitasking
- Informed Decision-Making
- Sensitive Information Protection
- Effective Team Collaboration
- Strong Verbal Skills
- Time management
- Adaptability
- Collaborative Partnership Development
- Problem-solving abilities
- Emotional intelligence
- Strong Interpersonal Skills
- Critical thinking
- Professionalism
Awards & Accomplishments
- Reduced Fallout Resolution Work by 75% - September 2023- February 2025
- Dare to Lead Certified - April 2024
- Completed Business Fundamentals Program, 12/23/21
- Team Player Award, 03/01/16
- Penned laptop and application troubleshooting guide, 02/01/16
- Completed call center conversion to laptops in one month, 02/01/16
- Had lowest new hire attrition rates to date in Greenhouse, 02/01/16
- Star Award Winner, 09/01/13
- Top Team in Weighted Sales Performance center level, 01/01/11
- Top Team in Weighted Sales Performance center level, 01/01/13
- Top Team in Weighted Sales Performance center level, 01/01/14
- Top Prism sales performance – company level, 01/01/13
- Graduated Top Flight Rep to SME, 01/01/14
- VMWare Moka Troubleshooting reduced center outage by at least 50%, 01/01/14
- Assisted in two of the most successful training classes for Work at Home, 07/01/12
- Assisted in two of the most successful training classes for Work at Home, 04/01/13
Affiliations And Community Involvement
- Pastor, Jubilee World Outreach
- Active board member, Benevolence Team at Jubilee World Outreach
- Coordinator, Adult Bible Classes at Jubilee World Outreach
Timeline
Fallout Resolution Supervisor
Quantum Fiber
09.2023 - Current
Success Team Supervisor
Quantum Fiber
01.2022 - 09.2023
Success Team Customer Advocate
Quantum Fiber
02.2021 - 01.2022
Sales & Customer Service Representative
CenturyLink
05.2018 - 02.2021
New Hire Training SME
CenturyLink
05.2018 - 03.2019
Special Project – SPC Audit
CenturyLink
02.2018 - 05.2018
Coordinator II (Virtual Sales Team)
CenturyLink
04.2017 - 02.2018
Interim Inbound Supervisor
CenturyLink
12.2016 - 02.2017
Senior Lead: Work at Home Division
CenturyLink
06.2011 - 04.2017
BS - Psychology
East Tennessee State University
High School -
University High School
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