Liz Ogle
Client Success And Operations Professional
Summerland Key,United States
Summary
Results-driven Vice President Operations with forward-thinking approach centered on company success and competitive growth. Demonstrated record of success in building successful teams and managing profitable operations. Over 20 years of experience in Communication and Compliance/Background Screening. Excellent reputation for resolving problems and improving customer satisfaction.
Overview
19
19
years of professional experience
4
4
years of post-secondary education
Work History
Vice President Operations
Driver IQ
Remote, Remote
09.2020 - Current
- Coordinated operations according to objectives and capabilities, effectively allocating resources to meet demands
- Drove Account Management team engagement to achieve aggressive company targets of $250K annual upsells.
- Identified issues with production, workforce and material sourcing and implemented successful solutions
- Increased division profits through performance optimization strategies and efficiency improvement. Resulting in over $750K new product revenue
- Worked with President to create long-term tactical plan to grow business.
- Managed business and operational strategies of division
Sr. Director
Driver IQ
Tulsa, OK
01.2013 - 01.2020
- Prioritized and allocated valuable resources to meet business targets.
- Instituted formal operating procedures and enforced adherence to policies and regulations that impacted bottom-line.
- Set strategic plans and Account Manager goals to strengthen operations and drive growth.
- Improved customer experiences to increase renewal rates, reduced churn and enhanced support services. Increased customer engagement via chat option 20% year over year
- Revamped operational plans to refocus staff and align processes with business objectives.
- Drove strategic improvements to enhance operational and organizational efficiencies.
Manager of Investigations
Cisive
Tulsa, OK
01.2012 - 01.2013
- Launched new location including hiring, training of research and data entry agents within timeframes and budget guidelines
- KPI tracking to ensure attainment of production goals as well as quarterly reviews ensuring attainment of strategic goals
- Collaborated with multiple locations ensuring proper staffing and employee training
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Defined clear targets and objectives and communicated to other team members.
Verifications Supervisor
HireRight
Tulsa, OK
01.2011 - 01.2012
- Implemented daily, weekly and monthly tracking and communication of all key metrics for research and data entry teams
- Responsible for performance management, training and meetings, daily coaching and counseling and planning with employees to ensure individual growth and development
- Implemented best practices program to ensure feedback on performance and processes was distributed consistently to all departments.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Conducted employee evaluations to provide feedback and set expectations for future job performance.
- Worked with management team to implement proper division of responsibilities.
Operations Manager
IQor
Charleston, SC
01.2005 - 01.2006
- Reduced quality score variances, streamlined processes and increased customer satisfaction and company profitability
- Created monthly contests and incentives targeting different customer segments to increase revenue collected, exceed performance and quality goals as well as improve employee retention and increase customer satisfaction
- Analyzed, prepared and presented weekly key metrics using the data to quickly address and resolve inefficiencies and procedural issues
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
- Developed systems to track and log work issues.
- Directed initiatives to improve work environment, company culture or overall business strategy.
Business Operations & Fraud Compliance Manager
AirGate PCS
01.2001 - 01.2005
- Supported the retail, indirect and business sales channels in the Southeast region as well as an in- house team of sales support representatives
- Audited retail stores in 3 state area to Identify areas of internal fraud
- Implemented fraud prevention policies and guidelines to control expenses and reduce company losses
- Led Sarbanes Oxley location compliance efforts and troubleshooting of customer number porting among carriers when porting option first launched.
Collections Manager/Business Ops Mgr/Trainer
Sprint
01.1998 - 01.2001
- Successfully managed a collection team of 10-15 front line supervisors and over 200 agents responsible for budget, team, cost and service quality
- Collaborated with workforce planning to ensure the meeting and exceeding of customer service goals and collection targets as well as to ensure proper staffing and scheduling
- Supported area marketing, sales, retail, finance as well as regional customer care, logistics, network services, training, and construction management on an ongoing basis to ensure a successful launch of
- Sprint's Houston market as well as ongoing growth
Education
Bachelor of Arts - English
Texas Christian University
Fort Worth, TX 08.1986 - 05.1990
Licenses & Certifications Expert Insights on Talent Management - Skillsoft - undefined
Skills
Business Process Improvement
Timeline
Vice President Operations
Driver IQ
09.2020 - Current
Sr. Director
Driver IQ
01.2013 - 01.2020
Manager of Investigations
Cisive
01.2012 - 01.2013
Verifications Supervisor
HireRight
01.2011 - 01.2012
Operations Manager
IQor
01.2005 - 01.2006
Business Operations & Fraud Compliance Manager
AirGate PCS
01.2001 - 01.2005
Collections Manager/Business Ops Mgr/Trainer
Sprint
01.1998 - 01.2001
Bachelor of Arts - English
Texas Christian University
08.1986 - 05.1990