Lisa Royer
Huntington Beach,CA
Summary
Dynamic Manager with over twenty years experience thriving in high pressure, team atmospheres. Extensively trained in Employee Development. Strong team leader with clear record of success meeting revenue and staff retention goals.
Overview
15
15
years of professional experience
Work History
Global Customer Support Supervisor
Western Digital
08.2022 - Current
- Assisted team members in resolving customer satisfaction issues.
- Enforced adherence to legal and company policies and procedures and reported to management related gaps in training or compliance.
- Empowered and motivated employees via regular feedback to team members.
- Monitored employees' productivity, accuracy and adherence to defined processes by using dashboards and other reporting tools to enable proactive action on delays compromising customer care.
- Verified accurate data entry and maintenance of information in SAP CRM system.
- Managed customer service effectiveness by monitoring performance and assessing metrics.
- Built strong relationships with field operations team to support business development opportunities and improve service.
- Created customer support strategies to increase customer retention.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Devised recommendations to streamline and simplify customer support system and improve response time.
- Utilized crisis management techniques to offer corrective solutions and maximize customer satisfaction.
- Audited customer support procedures and collaborated regionally to promote standardization across offices.
- Employed comprehensive benchmarks to establish and monitor customer service standards.
- Reviewed overdue tickets and followed-up with customer support personnel to resolve root cause of delay.
- Completed performance evaluations and rectified issues to service clients and more effectively meet KPIs.
- Handled complex and sensitive client relations and quality control issues to minimize negative impact to business direction.
- Collaborated with cross-functional departments to update teams on current products, services and troubleshooting techniques.
- Generated status and performance reports to facilitate continuous improvement.
- Led and executed customer support team strategy to reach company support goals.
- Directed intelligence gathered from customer support channels to product and data science teams to improve products and user experience.
- Discovered and resolved complex customer issues to reduce negative impact to business outcomes.
- Assessed reports, monitored calls and analyzed vendor relationships to identify process improvement opportunities.
- Implemented process improvements to automate document management systems, call logs and invoicing data to enhance department efficiency.
- Drove change and improvement for customer support team by identifying enhancements and forwarding suggestions to senior leadership.
- Completed complex project management tasks on time and under budget to meet department goals.
- Liaised with IT department to report technical issues and formulate trouble-shooting procedures.
- Conducted progress and development meetings with support staff to enforce updates to company goals and policies.
- Motivated and developed employees to overcome challenges and achieve goals to boost efficiency and performance.
- Identified call trends to improve efficiency, reduce problem calls and suggest solutions to upper management.
- Analyzed reports, surveys and vendor relations and completed support assessments to improve first call resolution.
- Collaborated with cross-functional departments to formulate product and process improvements based on customer feedback.
- Coached employees to develop strong customer support skills to minimize process issues and meet customer expectations.
- Identified process enhancements to reduce inconsistencies and drive improvements to support ongoing company success.
Assistant Manager Front End Collections
SchoolsFirst FCU
07.2021 - 08.2022
- Trained and mentored new employees on collection methods, documentation requirements and performance strategies.
- Processed payments and applied to customer balances.
- Supervised staff of collectors, monitoring phone calls and letters.
- Established procedures for collection of past due amounts.
- Worked with legal resources and recovery teams to manage default issues.
- Reviewed, researched and corrected discrepancies and customer concerns.
- Researched accounts and completed due diligence to resolve collection problems.
- Conducted investigations of customer accounts and payment histories.
- Documented interactions in computer database and updated information.
- Accessed credit records to evaluate customer credit histories.
- Filed and addressed employee complaints in accordance with company policies and government regulations.
- Performed administrative tasks such as recordkeeping, writing correspondence and gathering materials.
- Completed training in credit management and civil court practices to maintain up-to-date legal knowledge involving collection practices.
- Successfully implemented new technologies and process automations to encourage continuous improvement.
- Facilitated successful internal and external audits through sound and thorough documentation.
- Posted receipts to appropriate general ledger accounts.
- Balanced monthly general ledger accounts to accurately record cost and month end accruals.
- Managed Supervisors in collection environment
Loan Adjuster to Research and Remediation Manager
Wells Fargo Auto
01.2009 - 07.2021
- 13 year career starting as entry level Loan Adjuster to Collections Specialist and Skip Tracer to Collections Skip Trace Supervisor, and finally as Research and Remediation Manager. Duties Included but not limited to:
- Handled customer complaints quickly by researching, listening carefully, and taking appropriate action.
- Assisted clients with improving financial health by counseling excessive spending and borrowing.
- Assessed aging accounts and initiated collection strategies based on conditions.
- Performed duties per applicable standards, policies, and regulatory guidelines to promote safe working environment.
- Supervised and coordinated activities of collections employees attempting to gather monies owed from consumers.
- Interviewed and assisted in selecting candidates for collections positions on team of 80+.
- ·Worked with customers and collections representatives to monitor documentation, reduce customer disputes by 80% and collect invoices promptly.
- Scheduled employees to provide complete coverage of incoming and outgoing calls.
- Recommended and implemented techniques to improve productivity and cut costs for company.
- Prepared and delivered performance reviews of collections agents to support continuous department improvement.
- Trained collections agents and reviewed work to reach compliance with legal requirements and company policies.
- Achieved performance goals consistently.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Monitored accounts for compliance with established payment plans and flagged non-compliances.
- Used skip tracing and other techniques to locate debtors.
- ·Worked with global cross-functional teams to gain alignment and move initiatives from product ideas to commercialization.
- Leveraged data and insights to inform conclusions and support decision-making.
- Created process recipes and conducted statistical analysis to define specifications and determine capabilities.
- Reviewed staff competencies to build employee skill sets based on future requirements.
- Used multiple sources of information and broader stakeholder views to develop solutions and recommendations.
- Supported collaborative projects and worked closely with technical partners to deliver against portfolio roadmaps.
- Continually maintained and improved company's reputation and positive image in markets served.
- Established, initiated, and optimized business development strategies based on company targets, product specifications, market data, and budget factors.
- Met deadlines, exceeding expectations and effectively rolling out Cease and Desist campaign.
- Leveraged industry trends and competitive analysis to improve customer relationship building.
- Recruited and hired experienced contractors to complete projects on time and within budget requirements.
- Managed team of 80+
Education
Associate of Arts - Law, Public Policy, And Society
Chaffey College
Rancho Cucamonga, CA05.2024
High School Diploma -
West Covina High School
West Covina, CA06.2003
Skills
- Staff Recruitment and Hiring
- Compliance Assessments
- Problem Anticipation and Resolution
- Operational Reporting
- Quarterly Reviews
- Business Relationship Management
- Adaptable to Changing Conditions
- Production Goals
- Employee Training Oversight
- Performance Strategies
- Knowledge of FDCPA
- Expense Reports
- Credit and Collections
- Human Intelligence
- Microsoft Excel
- Customer Satisfaction
- Violations Handling
- Office Organization
- Corrective Actions
- Word Processing
- Customer Relationship Management (CRM) Software
Timeline
Global Customer Support Supervisor
Western Digital
08.2022 - Current
Assistant Manager Front End Collections
SchoolsFirst FCU
07.2021 - 08.2022
Loan Adjuster to Research and Remediation Manager
Wells Fargo Auto
01.2009 - 07.2021
Associate of Arts - Law, Public Policy, And Society
Chaffey College
High School Diploma -
West Covina High School