Summary
Overview
Work History
Education
Skills
Timeline
Generic

Nadean Lehman

Tacoma,Washington

Summary

Seasoned professional with over 10 years of experience in technical diagnostics and system maintenance, leveraging problem-solving skills to ensure optimal equipment functionality. Possesses a strong understanding of workforce management and efficiency improvements, consistently driving operational excellence. Proven track record in tech administration, enhancing productivity through strategic initiatives and innovative solutions. Committed to delivering high-quality results in fast-paced environments.

Overview

17
17
years of professional experience

Work History

Resource Planning Analyst

Zillow Group, Inc.
10.2024 - Current
  • Optimized production scheduling processes through skillful manipulation of available resources within the organization''s chosen enterprise resource planning toolset.
  • Maintained a high level of expertise in emerging trends within the field of enterprise resource planning software, providing valuable insights during team discussions.
  • Actively participated in regular review meetings with management, sharing valuable feedback regarding areas where improvements could be made within the organization''s enterprise resource planning strategy.
  • Maintained detailed records of all projects, enabling accurate forecasting of future demand and better resource planning.
  • Developed comprehensive documentation to support user training and operational efficiency.
  • Successfully launched 5 lines of business with the Aspect program rollout, involving both internal and vendor employees.Led cross-functional teams to execute strategic initiatives and optimize program performance.
  • Collaborated with cross-functional teams to gather requirements and develop effective solutions.
  • Offered remote support via zoom, phone, email, and chat.

Real-Time Analyst

Zillow Group, Inc.
08.2022 - 10.2024
  • Monitor and ensure adherence to schedules, SLAs, and KPIs by continuously overseeing real-time operations.
  • Analyze real-time performance metrics to identify trends, patterns, and areas for improvement, taking proactive measures to address them.
  • Communicate effectively with stakeholders to coordinate staffing adjustments and mitigate operational risks in real time.
  • Utilize technology and maintain documentation to optimize operational performance and support decision-making.
  • Developed real-time dashboards to enhance decision-making processes across teams.
  • Provided ongoing training to RTA team members, driving skill development and boosting overall team performance.


Senior Real-Time Analyst

A Place for Mom Inc.
04.2018 - 08.2022
  • Lead a team of 6 real-time analysts by setting performance expectations and fostering a positive work environment.
  • Provided end-user technical support, troubleshooting telephony-related issues, and delivering comprehensive training on system features and functionality.
  • Telephony Admin Support for the company. Designed and implemented call routing strategies, queues, and IVR menus to streamline call flow.
  • Managed Screen Capture Program for 3 different teams and over 350 users including but not limited to admin responsibilities, vendor relationships, and technology enhancements.
  • Implemented process improvements that reduced response times and increased overall service effectiveness.
  • Facilitated training sessions on data analytics tools, promoting best practices among team members for improved outcomes.

Operations Coordinator

A Place for Mom Inc.
08.2013 - 04.2016
  • Provided administrative support to the Operations team, managing schedules, organizing meetings, and preparing documents.
  • Served as liaison between departments, facilitating communication and alignment of objectives.
  • Drove the Google Cloud Platform initiative by creating documentation, hosting training sessions, and leading workshops on integrating the use of Zoom, Google Slides, Hangouts, and Docs for both brick-and-mortar and remote employees.
  • Created and maintained the website and SOPs library template and standardization between all teams within the call center.
  • Maintained accurate records and generated reports to track performance and progress.
  • Developed training materials and conducted sessions for new team members.

Quality Assurance Manager

A Place for Mom Inc.
10.2012 - 08.2013
  • Developed and implemented a comprehensive quality assurance program for the call center, which included defining standards, standardizing form buildouts, and establishing metrics and evaluation criteria.
  • Provided coaching and feedback to agents based on evaluation results, implementing corrective actions as needed.
  • Analyzed evaluation data to identify trends and opportunities for improvement, generating reports for management.
  • Developed and delivered training programs on quality standards and customer service skills to enhance performance and consistency.

Senior Resource Coordinator

A Place for Mom Inc.
04.2012 - 10.2012
  • Served as the primary liaison between families and A Place for Mom, providing initial contact and guiding families through the senior living placement process.
  • Responded promptly to customer inquiries, resolved issues, and addressed concerns with professionalism and empathy, ensuring customer satisfaction and retention.
  • Utilized call center software and CRM systems to accurately document customer interactions, update customer records, and follow up on unresolved issues, ensuring comprehensive and timely resolution.
  • Collaborated with team members and supervisors to share best practices, troubleshoot issues, and contribute to a positive and cohesive work environment.

Operations Manager

Sports Authority
05.2008 - 04.2012
  • Managed day-to-day operations of retail stores, overseeing staffing, scheduling, inventory, and customer service.
  • Monitored sales, conversion rates, and inventory turnover to assess performance and identify improvement opportunities.
  • Enhanced customer experience through feedback systems, complaint resolution, and creating inviting store environments.
  • Analyzed store performance data to identify improvement opportunities and support decision-making.
  • Acted as the point of contact for high-profile or sensitive customer concerns, ensuring swift resolution and customer satisfaction.

Softline Manager

Sports Authority
05.2008 - 09.2010
  • Supervised and trained sales, cashier, and customer service teams to deliver exceptional service and achieve sales targets.
  • Ensured high customer satisfaction by promptly addressing inquiries and resolving issues to create a positive shopping experience.
  • Collaborated with peers and other team members to maintain a friendly, supportive, and cooperative work atmosphere.
  • Managed and resolved escalated customer issues and complaints promptly and effectively.

Education

Diploma -

Granite Falls High School
Granite Falls, Washington

Skills

  • Workforce Management
  • Performance Monitoring
  • Program Management
  • Greenbelt Six Sigma Certified (2020)
  • Problem-Solving
  • Continuous Improvement
  • System administration expertise
  • Telephony system management
  • Administration of screen capture tools

Timeline

Resource Planning Analyst

Zillow Group, Inc.
10.2024 - Current

Real-Time Analyst

Zillow Group, Inc.
08.2022 - 10.2024

Senior Real-Time Analyst

A Place for Mom Inc.
04.2018 - 08.2022

Operations Coordinator

A Place for Mom Inc.
08.2013 - 04.2016

Quality Assurance Manager

A Place for Mom Inc.
10.2012 - 08.2013

Senior Resource Coordinator

A Place for Mom Inc.
04.2012 - 10.2012

Operations Manager

Sports Authority
05.2008 - 04.2012

Softline Manager

Sports Authority
05.2008 - 09.2010

Diploma -

Granite Falls High School

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