2016 Lisa Floyd Resume
- 1. WORK EXPERIENCE Bank of America March 1997 Present Senior Vice President; Business Operations Executive MAY 2012 Workforce Management Executive Lead contact center workforce management team responsible for optimizing agent schedule alignment to customer demand. Team of 50+ is responsible for creating a consistent customer wait time experience by using industry best practices and state of the art tools to support 10,000 person contact cen- ter environment. Integrated 6 independent workforce management teams across 50+ internal and vendor locations to define, implement and audit best practices. Maintain scheduling software supporting 20,000 frontline agents. Support and lead projects that transform the business to adapt to evolving customer needs and ensure end to end customer experience is captured, measured and translated for tactical and strategic planning purposes. PRESENT AUGUST 2000 Contact Center Operations Consulting and Education Educate site leadership on key industry pro- cesses including call routing, capacity planning, forecasting, workforce manage- ment and reporting; educate decentralized work force to share best practices; Co-led building and facilitating Contact Center certification programs Call Delivery Support, maintain and manage changes to call routing; design and monitor routing plans for effectiveness; monitoring contact center infrastructure for balanced performance, incident management and business recovery OCTOBER 2004 OCTOBER 2004 Measurement and Reporting Collaborated with technology to extract key contact center data sources into a centralized data mart ensuring consistent metrics and calculations across enterprise Built audits and reconciliations to ensure data integrity in all data sources used for reporting Designed and implemented web based reporting to support variety of consumers including but not limited to factual reports, interpretive reporting and incentive programs Built team of business analysts responsible for translating business desires into software requirements, building test plans, User Acceptance Testing, education, reference guides, communications and implementation plans MAY 2012 LISA FLOYD EDUCATION Graduated December 2003 University of North Carolina Charlotte Bachelor of Business Administration ABOUT ME I started my career in the contact center industry as a customer service phone repre- sentative in 1997. From there, I moved to the the supervisor desk, forecasting and schedul- ing of our locally managed call center. When our company merged, I moved to Charlotte to move through a rotational program aimed at learning the operations of a contact center. My resume starts from there. CONTACT 502 Geary Street NW Concord, NC 28017 704.641.1121 charlottefloyds@aol.com ADDRESSPHONEEMAIL SKILLS Business Integration Process Design Operational Efficiency