Lisa Smith
Green Lane,PA
Summary
With a proven track record at Prudential Financial, I excel in strategic planning and customer research, enhancing operational efficiency and client satisfaction. My leadership in infrastructure administration and operations support, combined with expertise in Mainframe and communications management, has consistently driven project success and team collaboration. Innovative Engineer known for high productivity and efficient task completion. Specialize in project management, process improvement, and technical troubleshooting. Possess strong problem-solving, critical thinking, and teamwork skills, enabling successful collaboration and innovative solutions. Excel in fast-paced environments requiring attention to detail and adherence to deadlines.
Overview
11
11
years of professional experience
Work History
Lead, Infrastructure Administration Engineer
Prudential Financial
Fort Washington, PA
01.2019 - Current
- Conducted analyses addressing failure, reliability or yield improvement.
- Communicated with clients and coworkers about analysis results.
- Avoided data loss by creating back-ups of programs.
- Advised customers on use of products or services.
- Documented all engineering activities according to established procedures.
- Conferred with technical personnel to prepare designs or operational plans.
- Coordinated activities with suppliers, contractors or other departments.
- Provided support during the installation, maintenance, repair, and calibration of equipment.
- Assisted in troubleshooting issues related to product design or manufacturing processes.
- Participated in team meetings to discuss project progress updates.
- Finished projects on time and within budget.
- Worked with cross-functional teams to achieve goals.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Completed day-to-day duties accurately and efficiently.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Identified needs of customers promptly and efficiently.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Utilized various software and tools to streamline processes and optimize performance.
Manager, Operations Support
Prudential Financial
Fort Washington, PA
01.2014 - 01.2019
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Resolved customer complaints and issues promptly, maintaining a positive brand image.
- Assigned tasks to associates to fit skill levels and maximize team performance.
- Monitored staff performance and addressed issues.
- Produced thorough, accurate and timely reports of project activities.
- Managed inventory levels to meet demand without overstocking, reducing waste.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Managed vendor relationships by negotiating contracts and ensuring timely delivery of goods and services.
- Conducted performance reviews for team members.
- Proposed or approved modifications to project plans.
- Coached, mentored and trained team members in order to improve their job performance.
- Analyzed customer feedback data to develop action plans for improving services offered.
- Assigned work and monitored performance of project personnel.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Implemented process improvements, resultingin an increase in operational efficiency.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Coordinated cross-departmental projects to ensure timely and successful completion.
- Facilitated team meetings and workshops to foster collaboration and share best practices.
- Led team meetings and one-on-one coaching sessions to continuously improve performance.
- Delegated work to staff, setting priorities and goals.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Oversaw daily operations, maintaining efficiency and quality standards.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Completed day-to-day duties accurately and efficiently.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Assisted with customer requests and answered questions to improve satisfaction.
Education
MBA - Business Administration
Delaware Valley University
700 E. Butler Ave Doylestown, PA 1890105-2014
Skills
- Customer segmentation
- Customer research
- Communications management
- Scheduling
- Business administration
- Client needs assessment
- Expert in [CICS]
- Project planning
- Proficient in [Mainframe, Changeman, Jobtrac, Omegamon CICS, Xpediter, JIRA, Service Now, RACF]
- Project management
- Customer demographics understanding
- Time management
- Vendor relations
- Strategic planning
Affiliations
- Travel, exercise, family
Accomplishments
- Rock Solid Award, Business Value Award
Languages
English
Professional
Spanish
Limited
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Lead, Infrastructure Administration Engineer
Prudential Financial
01.2019 - Current
Manager, Operations Support
Prudential Financial
01.2014 - 01.2019
MBA - Business Administration
Delaware Valley University
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