Lisa M Wendling
Independence,IA
Summary
Innovative professional with a combination of interpersonal, leadership, analytical and creative skills. Hands-on and highly motivated individual with the ability to operate effectively in a variety of areas with a passion for Customer Service and Employee development.
Experienced with operational management, strategic planning, and team leadership. Utilizes comprehensive understanding of business processes to enhance efficiency and productivity. Track record of fostering collaborative environments and achieving organizational goals.
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
26
26
years of professional experience
Work History
Business Operations Manager
Tata Consulting Services/ Transamerica
01.2018 - Current
- Monitor and manage work volumes to meet and exceed SLAs
- Knowledge, understanding and implementation of vendor contracts
- Create and implement standardization of processes across multiple systems.
- Manage staffing needs on a daily basis and ongoing due to volume changes and attrition
- Business Analyst for TCS Commissions
- Assist and aide staff in personal growth and development
- Adhere to all state and government guidelines and regulations as well as segregation of duty guidelines
- Adhere to all State and Federal Regulations
- Streamlined operational processes to enhance efficiency across departments.
- Developed and implemented strategic initiatives to optimize resource allocation.
- Managed vendor relationships to ensure quality service delivery and cost-effectiveness.
- Conducted regular audits of operations, identifying areas for process improvements and compliance enhancements.
- Reviewed company's strategic plans and developed departmental goals and standards to support vision.
- Streamlined business processes by analyzing current procedures and implementing necessary improvements.
- Increased overall efficiency by automating repetitive tasks and optimizing workflow.
- Oversaw financial management, ensuring accurate forecasting, budgeting, and reporting to support informed decisionmaking.
- Spearheaded change management initiatives to successfully integrate new processes or technologies into existing operations.
- Established performance metrics to evaluate team effectiveness and identify opportunities for improvement.
- Recruited, hired, mentored and trained [Number] staff on business procedures, policies, duties and customer care methods.
- Promoted energetic atmosphere with purpose to drive improvements in customer care and experiences.
- Streamlined inventory management processes to reduce waste and increase profitability.
- Streamlined communication between departments, resulting in more efficient project collaboration and faster problem resolution.
- Oversaw risk management efforts, identifying potential operational risks and implementing preventative measures to mitigate impact.
- Enhanced operational efficiency by streamlining internal processes and eliminating redundant tasks.
- Interacted well with customers to build connections and nurture relationships.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
New Business Manager
AEGON USA Inc/Transamerica
01.2000 - 01.2018
- Monitor and manage work volumes to meet and exceed SLAs.
- Manage staffing needs on a daily basis and ongoing due to volume changes.
- Monitor agency sales volumes and premium.
- Manage payroll and staffing.
- Manage budget daily and set budget yearly.
- Calculate production for staff and review weekly (or daily) with staff.
- Address or handle any personnel conflicts & concerns.
- Interview, hire and train staff when needed.
- Identify and implement any changes in regards to efficiencies, cost savings and process improvements.
- A key player in the movement of processing from St Petersburg, Kansas City, Louisville & Baltimore to Cedar Rapids.
- Design and implement specific workflows to meet business area's procedures and processes.
- Specific responsibility to execute image and workflow technology for AFP departments and support onsite AWD implementation effort and issues.
- Departments included Claims, HOS, New Business, Contract and Licensing, Field Accounting and Customer Service.
- Lead analysis efforts to capture and translate AFP business needs into recommendations for effective process improvement and workflow design.
- Following SDLC guidelines.
- Identify management tracking standards and requirements, and implement a way to monitor.
- Develop and execute training and testing plans working closely with integration management.
- Assisted Agents and Clients with policy maintenance, escalations and training.
- Monitored and addressed daily processing questions from team on the AWD system
Education
Certificate of Completion - Medical Assistant Program
Kirkwood Community College
Skills
- System Development
- Project Management
- Self-Management
- Personal Leadership
- Customer Relations
- Organizational skills
- Documentation skills
- Written communication
- Oral communication
- Process Improvement
- Implementations
- Decision making
- Multi-tasking
- Operations management
- Staff management
- Effective communication
- Workforce planning
- Business development
- Business workflows
- Motivational leadership
- Process change & implementation
Timeline
Business Operations Manager
Tata Consulting Services/ Transamerica
01.2018 - Current
New Business Manager
AEGON USA Inc/Transamerica
01.2000 - 01.2018
Certificate of Completion - Medical Assistant Program
Kirkwood Community College