Jamie Lovell Email & Phone Number

Austin, TX, US

Berkeley, CA, US

Democratizing workflow automation for community based financial institutions. Reducing manual steps in knowledge work while improving member experience and team member experience.- Fixed staff retention issues - 100% retention- Reduced implementation cycle time by 2/3rds- Implemented Support SLAs driving a 20% reduction in inbound tickets and 100%.

Maitland, FL, US

Austin, TX, US

• In this position, I initiate and set goals for programs according to the strategic objectives of the organization. Devise evaluation strategies to monitor performance and determine the need for improvements.
• Develop and approve simultaneous operations and budgets for up to 15 projects facilitated by direct reports
• Strategize, implement, and maintain program initiatives that adhere to organizational objectives.
• Develop program assessment protocols for evaluation and improvement.
• Create and nurture effective communication within the organization.
• Discover ways to enhance efficiency and productivity of procedures and people

Austin, TX, US

Austin, TX, US

• In this position, I was responsible for developing, monitoring and improving key performance metrics for operations including client satisfaction, productivity and efficiency data. Other accomplishments I reached in.
• Led team of 14 direct reports and 40 contractors, overseeing a budget of $1.2M to drive modernization through implementation of new systems and business processes designed to enhance client experiences.
• Identified and developed prospective clients resulting in business growth.
• Lead escalations involving the company's top 20 most profitable clients achieving a 100% retention rate.
• Ensured positive client experience through high quality service and communication thereby attaining client retention.

Austin, TX, US

• In this position, I supervised all aspects of the Customer Support business, leading the expansion of the organization through direct and indirect channels to serve customers globally.
• Scaled support department from one support representative to a Multi-Tier, Multi-Discipline, Multi-Geography department.
• Supervised work productivity of 4 Tier 1 direct reports in Manilla, 4 Tier 2 direct reports in Austin and 4 End User Support Call Center employees.
• Handled client service or support-related incoming requests.
• Delivered performance evaluations, following the disciplinary process according to company policy.
• Resolved incidents and fulfilled requests through Tier 1 support.

Austin, TX, US

• In this position, I developed a timeline for installation and software implementation, and ensured staff is trained properly on new procedures. Created throughput, performance, and QA testing methodologies, resulting.
• Maintained strict adherence to internal policies and internal controls within organization.
• Delivered major client implementation for upmarket installation.
• Created scalable techniques that resulted in more efficient software deployments.
• Ensured open communication both internally and outside during software delivery.
• Performed independently with minimal supervision and work with others developing trusting relationships.

• AMPLIFY FEDERAL CREDIT UNION, AUSTIN, TX 2012 – 2015
• AVP, Consumer Lending | Branch ManagerCAPITAL ONE, AUSTIN, TX 2010 – 2012
• Branch ManagerBANK OF AMERICA, SAN JOSE, CA & AUSTIN, TX, 2006 – 2010
• Branch Manager