Lisette Ochoa
Kyle
Summary
Encouraging manager with 5 years of leadership experience. Analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training and morale-building abilities to enhance employee engagement and boost performance.
Overview
12
12
years of professional experience
Work History
Consumer Success Manager
Opcity/Realtor.com
10.2019 - Current
- Administrative tasks such as timesheet corrections/approvals, paycheck sign offs, disciplinary paperwork, weekly plans, end-of-day recaps, creating tools to help view performance and goals in a simpler way, building out content to coach the team accordingly, and scheduling 1:1s
- Leading a team to meet bi-weekly pay period goals and minimums
- Analyzing data in Tableau to identify areas of opportunity and patterns, and construct a plan for improvements, as well as identify strengths on both a team and individual level
- Facilitate weekly 1:1s with each representative to discuss performance in pay period metrics and quality assurance
- Crucial conversations around performance and disciplinary pathways
- (Delivering verbal, written, and final warnings, and termination in some cases) Facilitate morning and afternoon meetings to update, motivate/inspire, or coach the team as a whole
- Collaborate with senior managers and peer managers for new ideas, techniques, or approaches
- Leading peers in weekly projects.
Quality Specialist
Opcity/Realtor.com
01.2018 - 10.2019
- Meet with managers to discuss coaching opportunities for their CSRs
- Coached and developed CSRs and Trainees on processes and policies
- Ability to support and empathize with CSRs
- Analyzing data from multiple reports sent out daily
- Recognizing trends and finding solutions
- Monitoring CSR calls daily to ensure they follow process and provide the best consumer experience
- Acquired extensive knowledge of Opcity/Realtor.com quality policies, real estate industry laws and regulations, phone etiquette, and consumer experience.
Client Success Representative
Opcity/Realtor.com
05.2017 - 01.2018
- Connected potential home buyers to real estate agents and lenders
- Used a script to navigate through calls
- Maintain performance and goals.
Event Staff
Austin Convention Center and Palmer Events
10.2013 - 05.2017
- Crowd control
- Handling move ins/move outs for events held at both places
- Good communication skills needed to talk over radios to one another.
Enrollment Broker/Call Center Representative
Maximus
11.2014 - 04.2017
- Enrolling people approved for Medicaid and CHIP into health plans and with a doctor
- Enrolling people into dental plans
- Behavioral health services
- Educating clients on benefits and services offered through the programs provided
- Low level escalations/Helping resolve issues or concerns
- Good customer service and patience required in fast-paced environment.
Cahier/ Barista
Jo's Coffee
01.2013 - 07.2016
- Stocked/counted in inventory at the beginning and end of shift
- Counted bank at the beginning and end of shift
- Prepared drinks and food
- Customer facing.
Education
Austin Community College
Austin, TXCriminal Justice
Texas State University
San Marcos, TXCrockett High School
Austin, TX05.2012
Skills
- Proficient in Google Suits and Microsoft Office
- Experience analyzing data within Tableau
- Excellent communication skills and manners
- Ability to coach/provide constructive feedback in a positive and effective manner
- Ability to hold crucial and effective conversations
- Work well/patient with others
- Energetic, yet calm under pressure
- Experience with computers and computer programs and applications
- Ability to work in a fast-paced environment
- Ability to think creatively and think “outside the box”
- Quick learner
- Organization
- Multitasking
Timeline
Consumer Success Manager
Opcity/Realtor.com
10.2019 - Current
Quality Specialist
Opcity/Realtor.com
01.2018 - 10.2019
Client Success Representative
Opcity/Realtor.com
05.2017 - 01.2018
Enrollment Broker/Call Center Representative
Maximus
11.2014 - 04.2017
Event Staff
Austin Convention Center and Palmer Events
10.2013 - 05.2017
Cahier/ Barista
Jo's Coffee
01.2013 - 07.2016
Austin Community College
Criminal Justice
Texas State University
Crockett High School
Similar Profiles
Daniel MunsonDaniel Munson
Digital Sales Consultant at Realtor.comDigital Sales Consultant at Realtor.com
Ryan TesoroRyan Tesoro
Staff Technical Program Manager at Realtor.comStaff Technical Program Manager at Realtor.com
Filiz OzerFiliz Ozer
Senior Manager, Content Strategy & Partnerships at Realtor.comSenior Manager, Content Strategy & Partnerships at Realtor.com
Jennifer D. BooneJennifer D. Boone
Office Manager at Blue Compass RVOffice Manager at Blue Compass RV
Jonathan GonzalesJonathan Gonzales
Outdoor Services at Plum Creek Golf CourseOutdoor Services at Plum Creek Golf Course