Lisanne Hewel
Elizabeth,CO
Summary
I am a highly accomplished and results-driven professional with an impressive 30-year track record in customer service and call center operations. My approach to problem solving, leadership development and team management are unique when compared to 'industry standards' and separate me from similar individuals in the same position.
Overview
29
29
years of professional experience
Work History
Senior VP Call Center Operations
Empereon Constar, LLC
12.1997 - Current
- Established a successful partnership with key industry players, resulting in increased market share for the organization.
- Revised corporate policies and procedures to ensure compliance with evolving industry regulations, mitigating potential risks.
- Enhanced employee engagement and satisfaction through the implementation of comprehensive training programs and performance management systems.
- Cultivated a high-performance culture within the organization by setting clear expectations for employees at all levels, providing regular feedback, and recognizing achievement.
- Introduced process improvements that reduced operational costs while maintaining high-quality standards across all departments.
- Expanded international presence by establishing new branches nearshore, creating new opportunities for growth and market penetration.
- Collaborated closely with various department heads on strategic planning initiatives to ensure alignment between corporate goals.
- Launched successful recruitment campaigns targeting top-tier talent, resulting in improved workforce quality.
- Managed multi-million dollar budgets responsibly, achieving cost savings and ensuring resources were allocated effectively.
- Played a pivotal role in the development of corporate social responsibility programs, enhancing company reputation and fostering positive relationships within our communities.
- Championed change management initiatives within the organization to ensure smooth transitions during periods of growth or restructuring.
- Hired and managed employees to maximize productivity while training staff on best practices and protocols.
- Resolved issues and recommended actions based on production and compliance reports.
- Developed and implemented new strategies and policies to establish long-term business objectives and provide strong and sustainable organizational leadership.
- Developed and implemented new strategies and policies in collaboration with executive partners to establish and achieve long-term business objectives, providing company with strong and sustainable organizational leadership.
- Streamlined operations to maximize business efficiency and profits.
- Shaped solutions and approaches by leveraging trends in customer marketplaces and industries.
- Established and directed successful programs focused on improved retention of call center staff.
- Developed program to promote new managers from within, building and maintaining cohesive leadership structure.
- Established and maintained strong relationships with customers, vendors and strategic partners.
- Represented organization at industry conferences and events.
- Collaborated with legal, accounting and other professional teams to review and maintain compliance with regulations.
- Analyzed industry trends and tracked competitor activities to inform decision making.
- Founded performance- and merit-based evaluation system to assess staff performance.
Managing Partner / Sales and Marketing
Nations Net
07.1995 - 09.1997
- Developed comprehensive business plans that led to significant revenue growth and expansion opportunities.
- Spearheaded successful client engagements resulting in repeat business and positive referrals from satisfied clients.
- Evaluated market trends to identify new business opportunities and develop targeted growth strategies accordingly.
- Established clear communication channels within the organization, fostering collaboration among team members towards shared goals.
- Established and implemented business procedures and process improvements.
- Formulated and executed strategic initiatives to improve product offerings.
- Developed innovative sales and marketing strategies to facilitate business expansion.
Education
Bachelor of Science - Agricultural Business And Management
Oklahoma State University
Stillwater, OKSkills
- Organizational Development
- Operations Management
- Process Improvement
- Budgeting and Forecasting
- Customer Relationship Management
- Leadership and People Development
- Employee Motivation and Performance
- Relationship and Team Building
- Regulatory Compliance
- Conflict Resolution
Accomplishments
Instrumental in achieving the Directv Diamond award for call center excellence for our company.
Developed the "We Share Because We Care" program with the Denver Rescue Mission encouraging employee participation in community welfare.
Developed and designed my own S.A.L.E training program (Scientific Approach to Learning Excellence). This program concentrated on changing our internal approach to customer interactions and improving overall customer satisfaction.
Affiliations
- Drag Race: I pilot one of the fastest alcohol injected race cars in Colorado.
- I train and ride competitively in cross country equestrian events.
Timeline
Senior VP Call Center Operations
Empereon Constar, LLC
12.1997 - Current
Managing Partner / Sales and Marketing
Nations Net
07.1995 - 09.1997
Bachelor of Science - Agricultural Business And Management
Oklahoma State University
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