Burdell Lee Email & Phone Number

United States

Building and implementing productivity reporting and dashboard from our newly integrated calling system, Ring Central. With this reporting Service has been able to accurately identify performance outliers and define department goals.Reducing waste in Siebel CRM past due Sales leads and Activities by focusing on daily awareness and accountability. Service averaged 300+ past due activities per day in May 2022. In April 2023, Service consistently averages less than 75. Energizing Service associates by introducing a hybrid style of focused team building mixed with intentional associate development in process and policy.

Arkansas, United States

Formal project management hours working with small to medium residential and commercial technology installations. Working with vendors and staff from creation to implementation. Create budgets, manage inventory, and marketing. Manage a daily schedule of marketing, drafting invoices, and meetings with potential clients.Research latest hardware setups to be better equipped to provide my customer with best solution. Honed my face to face and phone sales experience by making daily calls to clients, creating presentation, and distributing to heavily researched market areas.

Arkansas, United States

Managing a daily schedule of showing appointments, drafting real estate contracts, and meeting with potential clientsManaging a CRM for lead contact retention and marketing.

Remote

Building process and policy for an evolving program in its genesis phase while managing a workgroup of 37 associates monitoring HVAC alarms.Working in a vendor/client relationship to meet stakeholder SLA and expectation in efficiency. Weekly business reviews with client leadership to review business updates and opportunities.Working in a 100% remote call center environment utilizing Lean six sigma and SCRUM methodologies to maximize efficiency and create redundancy.Identifying key performance indicators that spotlight and drive business needs such as Activities/hour and Work Order Creation. Once identified, I created a simplistic yet creative form utilizing resources available to track associate performance.Building a coaching and career development structure from the ground up. Employee engagement seeing positive results with only 2 months of implementation. Chosen for Pathfinder leadership program.

Arkansas, United States

Working parallel with senior leadership to drive delinquency and total revenue. Successfully trained, developed, and supported up to 17 collectors in cross functional platforms and workgroups. Managing accounts totaling up to six million dollars available in the portfolio by coaching to operational key performance indicators Leading repossession analyst I created and successfully applied a new structure for measuring analyst productivity and compliance. Creating, presenting, and implementing innovative reports that have been proven to boost understanding of operational goals and expectations to drive results.Engaging exempt and non-exempt professionals to build a team climate that promotes consistency while maintaining a sense of urgency meeting company goals.

Little Rock, Arkansas Area

Managed up to 25 high level non-exempt professionals to drive day to day operational performance in customer satisfaction, process adherence, and revenue generation. Acted as point of contact for Consumer Notebook and Desktop where I managed peer level exempt supervisors to drive departmental wide operational strategies. Worked collectively in policy planning, implementation, and adherence to reduce average handle time by 8% month over month.Managed small to medium projects within my team to boost efficiencies in revenue. Increased productivity in revenue by 55% on schedule by boosting awareness and identifying key opportunities. Managed service level agreements by focusing on employee efficiencies such as AUX usage using Avaya CMS.

Researched and implemented complex printing solutions to increase productivity and cost efficiencies in a customer facing environment. Managed remote field technicians to ensure procedures, processes, and tools were being properly managed. Installed, monitored, and managed customer’s IT assets in a true customer facing environment. Analyzed and tested cases of different scenarios to best suit end user’s needs.Network digital multi-functional printers (MFP) to PC on Windows and Mac based networks using TCP/IP protocol suite in a LAN/WAN environment, load software and provide customer training on the equipment.Managed and maintained local inventory within 5% loss expectations month over month. Rebuilt, repaired, and troubleshot digital copiers by making electrical and mechanical adjustments using problem solving techniques.