Lisa-Ann Walters
Killeen, Texas, United States,Texas
Summary
Results-driven Management professional with 10 years of experience in call center operations, production management, organizational development and team building within diverse industries. Highly adept in planning, coordinating and executing successful production strategies. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
10
10
years of professional experience
Work History
OPERATIONS MANAGER
Everise / Alight
Remote
04.2020 - 12.2023
- People Management and developed of a cross functional team of Leaders, Proficient in medical terminology and healthcare systems/software.
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
- Implemented innovative strategies that reduced operating costs to achieve consistent, accurate, and exceptional customer outcomes
- Ability to drive client facing initiatives, collaborate with multiple teams to ensure expected operational outcomes with a focus on data-driven decision-making
- Investigated, analyzed, and applied critical thinking to influence departmental output, quality, and efficiency while maintaining standardization.
- Delivered strategic suggestions for senior leadership, ensuring end-to-end awareness, comprehensive alignment among diverse cross-functional teams
- Trained and facilitated a strong operational team emphasizing standardization to meet customer needs and departmental goals.
- Collaborated with management team on long-term strategic planning initiatives for the organization.
- Implemented policies and standard operating procedures and managed quality, customer service and logistics.
- Measured and reviewed performance via KPIs and metrics.
ASSISTANT CALL CENTER MANAGER
Teleperformance / Humana
Remote
06.2018 - 04.2020
- Assisted in managing a team of call center representatives, ensuring they meet all Key Performance Indicators
- Supported the training and development of call center staff, including onboarding of new team members and ongoing coaching to enhance their skills and product knowledge.
- Developed customer service policies and procedures to ensure quality assurance standards were met.
- Collaborated with cross-functional team to define features and build powerful and easy-to-use products and customer-facing workflow tools.
- Analyzed call center metrics and KPIs to develop strategies for improvement, providing recommendations for team development, operational efficiency, and customer service.
- Handled escalated customer issues and complex inquiries, working to resolve them efficiently and to the customer’s satisfaction
- Applied critical thinking to identify opportunities for process improvement, quality enhancements, and implementing changes as needed to optimize operations.
LEAD SUPERVISOR
Teleperformance / Humana
10.2013 - 06.2018
- Ability to lead multiple projects, cultivating teams and mentoring and training staff to foster excellence in customer service
- Effectively oversaw and enhanced workforce capacities to drive expansion within a sizable operations team
- Implemented solutions to systems to ensure operational excellence and exceptional customer outcomes
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Maintained operating schedules to provide effective coverage for key areas and achieve objectives.
- Focused on fostering a culture of engagement, empowering team members to put customers first and develop their careers within the organization.
Education
CENTRAL TEXAS COLLEGE
Skills
- Cross-Functional Communication
- Strong Written & Verbal Communication
- Business and Operations Management
- Operations Monitoring
- Performance Monitoring & Reporting
- Project & Performance Management
- Process Improvement Strategies
- Adaptability
- Time Management
- Conflict Resolution
- Problem-Solving
- Team Leadership
- Microsoft Office Expertise
- Analytics Tools
- Proficient in Excel
- G-Suites
- Salesforce
- CRM
- IVR /Telephony Systems
- Goal Setting
- Budgeting and Forecasting
- Maintaining Compliance
- Employee Motivation
- Decision-Making
- Customer Retention
Accomplishments
- Recognized as Operations Manager of the quarter meeting client KPI's.
Timeline
OPERATIONS MANAGER
Everise / Alight
04.2020 - 12.2023
ASSISTANT CALL CENTER MANAGER
Teleperformance / Humana
06.2018 - 04.2020
LEAD SUPERVISOR
Teleperformance / Humana
10.2013 - 06.2018
CENTRAL TEXAS COLLEGE
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