Lon Judd
Saint David,United States
Summary
Results-driven manager with over 20 years of experience leading customer service, quality assurance, and operational teams. Demonstrated expertise in enhancing efficiency, developing robust QA programs, and revitalizing critical plans to achieve organizational goals. Proficient in JIRA administration, team coaching, and implementing innovative applications that elevate service delivery standards. Committed to driving operational excellence and fostering a culture of continuous improvement while ensuring client satisfaction through strong performance metrics and analytical insights.
Overview
15
15
years of professional experience
Work History
Manager
Tucson Unified School District
United States
07.2023 - Current
- Spearheaded a cross-functional customer service team, ensuring efficient support for technology, facilities, and transportation services.
- Managed JIRA administration and telecom responsibilities, which streamlined team communication.
- Revitalized and updated the district's emergency response plan, focusing on the safety of students and staff.
- Significantly enhanced operational effectiveness within one of Arizona's largest school districts.
Senior Manager
Grubhub
Hybrid-Remote
02.2017 - 02.2023
- Managed team initiatives aimed at achieving superior customer service outcomes and ensuring compliance with quality assurance benchmarks.
- Monitored and evaluated frontline agents through a robust quality assurance program to uphold high standards of operational performance.
- Supervised and evaluated daily quality assurance processes for four outsourced business providers, ensuring optimal performance and adherence to quality benchmarks.
- Managed integration of quality assurance application, significantly improving operational efficiency and ensuring site safety and security compliance.
- Directed day-to-day management of a 300+ employee facility, focusing on operational excellence and team coordination.
- Designed and executed development plans for 8 managers and 7 supervisors to foster professional growth and team effectiveness.
Quality Assurance Manager
Revana
Hybrid-Remote
08.2013 - 09.2017
- Oversaw a dedicated team in implementing quality assurance protocols for 18 clients, ensuring compliance and excellence.
- Trained frontline agents to improve service delivery and consistently meet established KPIs.
- Facilitated RFP process and established advanced quality assurance applications, resulting in improved operational performance.
- Analyzed data sets to extract valuable insights, supporting business intelligence initiatives and driving informed strategies.
- Analyzed and presented data insights to senior staff and client leadership, emphasizing achievement of key performance indicators and project milestones.
Manager, Workforce Management and Adherence
Revana
Hybrid-Remote
05.2012 - 08.2013
- Supervised workforce management strategies and monitored adherence metrics for a workforce exceeding 1000 agents.
- Monitored and evaluated real-time operations performance while overseeing budget management to support strategic decision-making.
- Analyzed call volume patterns and established dynamic scheduling to maintain optimal service levels during peak hours.
- Analyzed operational processes to improve workforce efficiency and align project outcomes with client budget constraints.
- Recognized and promoted to Quality Assurance Manager for exceptional performance in quality control initiatives.
Manager, Sales Delivery
Revana
Tempe, AZ
09.2011 - 05.2012
- Enhanced sales performance through effective management of workforce resources and proactive client engagement.
- Monitored and guided sales agents to enhance performance and maintain alignment with client expectations.
- Enhanced team productivity and drove sales success through dedicated coaching and rigorous performance analysis.
- Recognized with promotion to workforce manager for consistently providing insightful analysis and achieving measurable results.
Education
High School Diploma -
Benson Union High School
Benson, AZ05-1991
Skills
- Skilled in Microsoft Office tools
- Data-driven performance assessment
- Quality assurance leadership
- Strong organizational abilities
- Customer engagement
- Strategic leadership
- Prioritization and scheduling
- Analytical decision-making
- Clear and concise communication
- Strategic issue resolution
- Project management
- Workforce performance optimization
Timeline
Manager
Tucson Unified School District
07.2023 - Current
Senior Manager
Grubhub
02.2017 - 02.2023
Quality Assurance Manager
Revana
08.2013 - 09.2017
Manager, Workforce Management and Adherence
Revana
05.2012 - 08.2013
Manager, Sales Delivery
Revana
09.2011 - 05.2012
High School Diploma -
Benson Union High School