LYNN BOWE
Houston
Summary
Dedicated and results-driven professional with over 10 years of experience in customer service, operations management, and data analysis. Expertise in monitoring Key Performance Indicators (KPIs), improving operational efficiency, and driving team performance. Proven ability to manage customer relations, resolve complex issues, and develop action plans to optimize business operations. Skilled in remote work environments, team leadership, data-driven decision-making, and leveraging technology to streamline processes. Seeking a remote customer service role to utilize my strong interpersonal, communication, and problem-solving skills to enhance customer experiences and contribute to organizational success.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Tax Expert Manager
Intuit-TurboTax
01.2019 - Current
- Provided high-quality customer service and support through inbound and outbound calls, addressing customer inquiries regarding tax preparation and filing
- Analyzed customer needs using probing questions and delivered tailored solutions, improving customer satisfaction and retention
- Leveraged CRM tools to track, document, and retrieve customer information, ensuring accurate records and timely follow-ups
- Persuaded customers to consider additional services, leading to increased revenue through cross-selling and upselling
Director of Operations
Episcopal Diocese of West Texas
San Antonio
11.2023 - 05.2024
- Oversaw shelter operations, including staff management, budgeting, and resource coordination, ensuring timely service delivery and high-quality customer care
- Developed and implemented performance metrics to enhance service delivery, ensuring satisfaction for migrant families
- Delivered regular training sessions for new contractors, educating them on operational procedures, performance expectations, and compliance requirements
Operational Site Supervisor
New York Humanitarian Respite Health and Human Services
New York
02.2023 - 06.2023
- Led daily operations, focusing on process improvements and service optimization through data analysis and strategic adjustments
- Conducted performance reviews and provided feedback on Key Performance Indicators (KPIs), implementing action plans for continuous improvement
- Managed contractor relationships, ensuring compliance with service standards and addressing any issues affecting service quality
Migrant Shelter Supervisor
Jogan Health Staffing
Chicago
10.2022 - 12.2022
- Supervised teams to deliver high-quality services to migrant families, ensuring adherence to operational procedures and service standards
- Monitored contractor KPIs, recommending performance improvements and conducting contractor visits to reinforce company programs
- Coordinated training and orientation for new contractors, ensuring they were equipped to meet service expectations and compliance standards
Operations Assistant / COVID-19 Migrant Shelter Lead
NuWest Group
San Diego
12.2021 - 09.2022
- Managed intake processes and resource allocation for COVID-positive clients, ensuring efficient service delivery and health safety standards
- Collected and analyzed data to improve service efficiency, optimizing response times and operational workflows
Operations Manager
Liberty Tax Services
10.2018 - 11.2020
- Oversaw the full cycle of operations, including recruiting, hiring, training, and performance management, ensuring optimal service delivery and operational performance
- Implemented process improvements, reducing operational costs and increasing service efficiency
- Analyzed financial data to identify opportunities for business growth and implemented strategies to increase customer engagement
Fleet Coordinator / Operations Manager
Metro Star Vanpool
Houston
01.2014 - 12.2018
- Managed daily fleet operations for a client base of over 400, ensuring timely and efficient service delivery
- Conducted regular performance reviews, using data analysis to optimize fleet scheduling and improve response times
- Ensured compliance with Department of Transportation (DOT) regulations and managed contractor relations to maintain high service standards
Education
Business Management -
Jarvis Christian College
Hawkins, TX05.1995
Skills
- Customer Relationship Management
- Key Performance Indicator (KPI) Monitoring
- Complaint Management and Conflict Resolution
- Training and Development
- Data Analysis and Reporting
- Process Improvement and Efficiency Optimization
- Remote Team Management
- Operational Efficiency and Cost Management
- Customer Service Excellence
- Microsoft Office (Excel, Word, PowerPoint)
- CRM Platforms (Salesforce, etc)
- Staff Leadership and Coaching
- Negotiation and Closing Skills
Certification
- Notary Public, 11/19, 11/29
- AHA/BLS, 05/22, 05/24
- HAZWOPER Supervisor
- FEMA Certifications, 100, 102, 200, 300, 632, 700b, 800, 1000, 1001, 2200, IS10A, IS366A, IS815, DOD AT1
Timeline
Director of Operations
Episcopal Diocese of West Texas
11.2023 - 05.2024
Operational Site Supervisor
New York Humanitarian Respite Health and Human Services
02.2023 - 06.2023
Migrant Shelter Supervisor
Jogan Health Staffing
10.2022 - 12.2022
Operations Assistant / COVID-19 Migrant Shelter Lead
NuWest Group
12.2021 - 09.2022
Tax Expert Manager
Intuit-TurboTax
01.2019 - Current
Operations Manager
Liberty Tax Services
10.2018 - 11.2020
Fleet Coordinator / Operations Manager
Metro Star Vanpool
01.2014 - 12.2018
Business Management -
Jarvis Christian College