Tullia LaBove
Project/Operations Manager
Portland,OR
Summary
Professional People, Project, and Productivity manager with proven track record in client services and project management. Skilled in leading cross-functional teams, driving initiatives to successful completion, and adapting to evolving project requirements. Strong ability to foster collaboration, prioritize tasks, and achieve measurable results. Known for reliability, strategic thinking, and effective communication. With a special talent for navigating near impossible issues and problem solving.
Overview
9
9
years of professional experience
Work History
Project Manager, Client Services
Vacasa Vacation Rentals
Portland, Oregon
05.2019 - Current
- Managed a team of 10 to 30 account managers, maintaining strong relationships and ensuring high levels of satisfaction.
- Spearheaded cross-functional initiatives that resolved complex issues and ensured timely resolution for clients.
- Developed comprehensive knowledge base and FAQs, reducing incoming support queries by offering self-help options.
- Streamlined communication channels between customer success and engineering teams, expediting issue resolution.
- Coordinated with 5 to 10 internal teams to provide prompt support and address client needs efficiently.
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
Customer Service Supervisor
HomeAway
Austin, TX
12.2016 - 03.2019
- Responded to customer 50 plus daily inquiries and resolved complaints to establish trust and increase satisfaction.
- Coached a team 15 members to deliver hospitable, professional service while adhering to set service models.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results and maintain above average satisfaction ratings.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
Education
Associate of Arts - Culinary
Texas Culinary Academy
Austin, TX10.2008
Skills
Accomplishments
- Supervised team of 5 leads/supervisors, each with 10 to 15 members in their down lines.
- Designed and launched several projects, 2 directly related to reducing Churn due to rectifiable reason resulting in a 20% increase in client retention.
- Managed the full-cycle recruitment process for concurrent requisitions across agent and manager level roles.
- Standardized the interview process by implementing structured behavioral questions, reducing unconscious bias and improving hiring manager satisfaction scores and new hire retention by.
- Implemented strategies to optimize volume and efficiency.
Analyzed current and past trends in key performance indicators (KPIs).
Workflow Optimization: Document and analyze existing manual and automated systems to identify bottlenecks and inefficiencies. - Labor & Benchmarking: Establish productivity metrics and benchmarks to measure business operations against industry best practices.
- Data Analysis: Use statistical methods to evaluate labor utilization, production volume, and operational costs.
- Process Improvement: Develop and implement lean strategies or automated systems to streamline tasks and improve overall performance.
- Reporting & Strategy: Create daily/monthly performance reports and dashboards for senior management to support strategic decision-making.
Timeline
Project Manager, Client Services
Vacasa Vacation Rentals
05.2019 - Current
Customer Service Supervisor
HomeAway
12.2016 - 03.2019
Associate of Arts - Culinary
Texas Culinary Academy