Lisa W Funnye
Jacksonville,NC
Summary
Results-focused management professional offering 10 years of progressive leadership experience. Transforms high-potential staff into outstanding leaders who demonstrate the creativity and savvy that is critical to financial and operational success. Results-driven Sales Team Leader with proven expertise in building strong teams and motivating exceptional sales results. Ambitious in pursuing opportunities to expand client base and increase group revenue. Expert in building connections and servicing accounts.
Overview
26
26
years of professional experience
Work History
Customer Service Representative
Concentrix-Humana
03.2017 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Managed over 50 customer calls per day with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Sales Team Leader
Convergys-DIRECTV
06.2015 - 12.2016
- Managed a team of 20-plus associates
- Owned team productivity metrics
- Improved service quality and increased sales by developing a strong knowledge of the company's products and services
- Effectively communicated with team members to maintain clearly defined expectations
- Developed, implemented, and monitored programs to maximize customer satisfaction and manage on-site customer service representatives.
- Set ambitious sales goals and motivated strong performance to keep the team growing effectively.
- Led regular team meetings to keep sales personnel motivated with tips, techniques, and relevant information.
Operations Manager Intern
Convergys
08.2013 - 04.2016
- Developed effective relationships with all call center departments through clear communication
- Worked with upper management to ensure appropriate changes were made to improve customer satisfaction
- Formulated and enforced Service Center policies, procedures, and quality assurance measures
- Provided cross-training to 10 plus management staff members
- Assisted with thedevelopment of the call center's operations, quality and training processes
- Developed process improvements to enhance the efficiency and effectiveness of inter-department call center operations
- Facilitated information flow between customer service, account management operations, quality assurance, training and payroll departments to guarantee call center objectives were met.
- Studied with senior staff to develop deep understanding of team processes and full operational activities.
- Helped define architectures, designs and schemas for operations team.
Senior Advisor Team Leader
Convergys-Charter
03.2013 - 06.2015
- Successfully managed the activities of 20-plus team members in the escalation department
- Owned team productivity metrics
- Addressed negative customer feedback immediately
- Effectively communicated with team members to maintain clearly defined expectations
- Resolved customer questions, issues, and complaints
- Developed rapport with the customer base by handling difficult issues with professionalism.
- Set clear team goals and delegated tasks and set deadlines.
- Discovered training needs and provided coaching.
Technical Support Team Leader
Convergys-Charter
08.2010 - 03.2013
- Managed a team of 20-plus associates
- Owned team productivity metrics
- Improved service quality and increased customer satisfaction by coaching to
- Effectively communicated with team members to maintain clearly defined expectations with a strong knowledge of company's products and services.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
Customer Service Representative
Convergys-Comcast
08.2007 - 09.2010
- Provided accurate and appropriate information in response to customer inquiries
- Demonstrated mastery of customer service call script within specified timeframes
- Addressed customer service inquiries in a timely and accurate fashion.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Deli Manager
Food Lion
01.1997 - 01.2006
- Directed and supervised employees engaged in sales, inventory-taking, and reconciling cash receipts
- Determined staff promotions and demotions, and terminated employees when necessary
- Completed weekly schedules according to payroll policies
- Wrote order supply requests to replenish merchandise
- Maintained daily records of all transactions
- Trained staff to deliver outstanding customer service
- Contributed to merchandising ideas at team sale meetings.
- Set schedules for 20 staff by planning and designating shifts and hours.
- Controlled inventory costs by carefully managing portion control and reducing waste.
Education
Associate of Applied Science - Computer Information Systems-Programming
Cedars
2012
Skills
- Complex problem-solving Strategic planning
- Sound judgment Procedure development
- Skilled negotiator Analytical
- Staff training Team building
- CORE ACCOMPLISHMENTS
- Served as a key contributing member to the Leadership team
- Spearheaded employee engagement program, resulting in a 1% decrease in annual employee turnover
- Created critical KPIs to track and improve on-time delivery, customer issues, and safety statistics
- Exceeded corporate target for customer satisfaction for 6 months in a row
- Client Relationship-Building
- Employee Performance Reviews
- Client Relationship Management
Additional Information
- AWARDS , Convergys Corporation Greatest Impact Team Leader: Winter 2013 Convergys Corporation Team Leader of the Year: Winter 2013
Timeline
Customer Service Representative
Concentrix-Humana
03.2017 - Current
Sales Team Leader
Convergys-DIRECTV
06.2015 - 12.2016
Operations Manager Intern
Convergys
08.2013 - 04.2016
Senior Advisor Team Leader
Convergys-Charter
03.2013 - 06.2015
Technical Support Team Leader
Convergys-Charter
08.2010 - 03.2013
Customer Service Representative
Convergys-Comcast
08.2007 - 09.2010
Deli Manager
Food Lion
01.1997 - 01.2006
Associate of Applied Science - Computer Information Systems-Programming
Cedars
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