Lisa Carney
Wichita,KS
Summary
Dynamic people manager with over five years of experience in a fast-paced call center environment, consistently driving key performance metrics such as digital adoption, product sales, efficiency, and debt resolution. Established strong relationships across teams and business lines to foster collaboration and enhance operational effectiveness. Proven ability to balance profit and loss while leading high-performing teams, identifying challenges, and assembling cross-functional teams to implement solutions from inception to completion. Skilled in motivational techniques, interpersonal communication, and strategic planning, employing a tailored approach to cultivate individual and team development for sustained performance improvement.
Overview
10
10
years of professional experience
Work History
Coach, Total Experience
T-Mobile
Wichita, KS
05.2017 - 01.2026
- Provide coaching and feedback to frontline experts to drive performance while focused on the measurable behaviors.
- Make business decisions based on a Profit and Loss structure balancing the customer, expert, and business.
- Leverage partnerships with other departments both in the CEC and outside the CEC to get results and learn the whys.
- Took customer complaints from experts related to customer experience in store to research and deliver to the appropriate leadership with suggested resolution.
- Build relationships quickly with experts and partners to better understand and motivate.
- Utilize performance improvement plans as needed to drive results while maintaining effective documentation.
- Develop and deliver trainings to the front line as well as leaders.
- Develop future leaders as well as mentoring current leaders.
Onboarding Senior Rep
T-Mobile
Wichita, KS
02.2016 - 05.2017
- Assist coach with development of measurable and attainable behavior based action plans.
- Maintain documentation of representatives' performance.
- Leverage relationships to drive performance.
- Established time management skills to be able to work with others within the unit in addition to my own team.
- Partner with peers to drive unit and site performance.
Education
Bachelor's degree - Psychology
Ashford University
San Diego, CA01.2019
Associates - Business Administration
Butler County Community College
El Dorado, KS01.2015
Skills
- Microsoft Office Suite
- ChatGPT
- Effective communication
- Team development
- Verbal and written communication
- Data evaluation
Accomplishments
- 5+ years experience as a people manager in a fast paced call center environment
- Proven results in moving metrics such as digital adoption, product sales discussions, efficiency metrics, debt collection and resolution metrics.
- Established relationships within my team, my site, and additional lines of business within the nation.
Timeline
Coach, Total Experience
T-Mobile
05.2017 - 01.2026
Onboarding Senior Rep
T-Mobile
02.2016 - 05.2017
Associates - Business Administration
Butler County Community College
Bachelor's degree - Psychology
Ashford University