Elissa Mc Gowen Email and Phone Number
California, United States
Elissa Mc Gowen's Location
San Francisco Bay Area, United States, United States
Elissa Mc Gowen's Contact Details
Elissa Mc Gowen work email
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Elissa Mc Gowen personal email
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Elissa Mc Gowen phone numbers
About Elissa Mc Gowen
At Detecon International, my focus has been on infusing operational leadership with a commitment to inclusion and manufacturing process improvement. My tenure at Acara Solutions honed my expertise in change management and CRM, equipping me with the analytical acumen to drive transformative initiatives.As a PMP-certified professional, I've successfully ensured project objectives were achieved efficiently, leveraging cross-functional team collaboration and proactive risk management. These experiences have shaped my approach to fostering a culture of excellence and strategic process enhancement within the organization.
Elissa Mc Gowen's Current Company Details
Janitek Cleaning Solutions
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Business Manager
California, United States
- Website:
- janitek.net
- Employees:
- 51
Elissa Mc Gowen Work Experience Details
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Business ManagerJanitek Cleaning SolutionsCalifornia, United States
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Hr & Business Operations ManagerDetecon International May 2023 - PresentCologne, , De -
Program ManagerAcara Solutions Jul 2021 - Nov 2022Buffalo, New York, Us -
Operational Program ManagerRobert Half Feb 2020 - Feb 2021Menlo Park, Ca, Us• Providing Change and Project Management leadership and principles, along with my ability to identify and implement process improvements, to focus on the fast growing Salary Professional Service line of business and program, in an effort to build the structure and framework needed to support the growth. • Ensure that project objectives are attained on time and within budget. Coordinate and schedule all project team meetings and networking to positively identify and include key players required. Assess risks and resolve and communicate issues efficiently. Conduct impact analysis, assess change readiness, and anticipate resistance to identify, analyze, and plan resources needed to quickly address with action, if needed. • Manage highly sensitive and complex activities and strategic initiatives to meet organizational objectives. -
Site Operations ManagerAccess Hardware Supply Aug 2019 - Nov 2019San Leandro, California, Us• Provides change leadership with a focus on new business processes, systems and technology, job roles, and organizational structures changes and enhancements. • Creates and implements change management strategies that maximize adoption and minimize change resistance to drive immediate process improvements. • Conducts impact analysis, assess change readiness, and anticipated resistance to identify, analyze, and prepare risk mitigation plans. • Supports training efforts, documents and map requirements, and executes on transition plans to implement new system upgrades. • Defines and measure success metrics and monitor and report out on change results • Collaborates with department SME’s, leaders, and key stakeholders to ensure requirements meet internal needs. -
Manager, Implementation, Onboarding & TrainingConfidential Software Company Apr 2019 - Jul 2019Responsible for providing leadership and support as well as first class customer service to new client experiences through on-boarding and training as well as to the existing client base through custom solution projects, enhancements, professional services and issue resolution utilizing state of the art Case Management Software.Provided leadership and mentoring to staff through coaching, development and guidance as they progressively work towards achievement of their goals, also resulting in team performance improvement, effectiveness and efficiency. Oversaw new and existing client experience through, ● Implementation of identified custom solution programming and projects ● Training and development of client staff for full utilization and value of product ● Internal Learning Management System migration, process development, communication and periodic updates for clients to reference as needed and to achieve training certifications ● Developed and managed all client custom project requests or enhancements through scope creation, project implementation and management ● Researched and responded expeditiously to all incoming client inquiries via email or phone ● Business change leadership to provide and ensure compliance and sustainability ● Identified and implemented processes and solutions to fill any gaps or enhance client and/or employee experiences
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Operations, Project ManagerIron Mountain Oct 2010 - Jan 2019Boston, Massachusetts, UsDirect operations of $25MM in revenue in the following areas:• Imaging (Western Region – California, Oregon and Washington, Denver and Arizona)• Special Projects (Northern California)• Records Center (Largest center on West Coast)Partnered with the Sales and Account Management teams to develop project scopes for high visibility or complex projects. Met in person/conference calls with clients; continued with weekly follow up through completion of project. Interfaced and coordinated with offshore Vendors, Operations, Transportation, Sales and Account Management to ensure project specifications meet the needs of the customer and to regularly discuss progress and resolve issues or opportunities. Reviewed, audited and communicated progress and P&L; revenue, margin, risks to senior leadership through regular forecasting and weekly/monthly reporting and reconciliation, maintained 45% margin or greater on all deals and overall department performance. Drove project timeline, enforced proper workflow/expectations outlined in scope and supervised staff to fulfill client expectations and project revenue/margin projections. Assisted with internal corporate project and imaging teams on various resource enhancements, development of workflows and other various tasks to improve overall workflow for market project leaders and imaging staff across the organization. Assigned as regional single point of contact to partner and assist other market project leaders needing assistance with project workflow, scope of work development, etc. Ensured all productivity and margin goals were met in a highly matrixed organization utilizing 5S and Operational Excellence lean knowledge and tools. Managed five leaders within California with up to 160+ employees overall. Identified and developed high potential leaders, coordinators and front line employees for greater bench strength within each department, territory and region. -
Customer Service ManagerIron Mountain Nov 2008 - Oct 2010Boston, Massachusetts, UsResponsible for the management and development of the San Francisco Bay Area Customer Service team which consisted of 10 – 15 employees.Fostered an environment in which customers enjoyed high levels of service and employees were motivated to deliver top performanceSuccessfully worked collaboratively with the local Operations, Transportation and Account Management teams to research and resolve escalated customer concerns.Developed and implemented procedures that created an effective and efficient operation of the Customer Service department and increased productivity and morale.Provided advice and support to customers using the products or services of the organization. Attended to client concerns, inquiries, requests, complaints, and compliments with a sense of urgency.
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Senior Team Manager/Assistant Vice PresidentWashington Mutual Card Services Sep 2006 - Nov 2008UsResponsible for managing a team of four Credit Risk Operations Team Managers. Each managed 15-20 employees in a fast paced call center and back office operations environment.Proven success at motivating and coaching employees to achieve department production and quality goals with a strong emphasis on customer satisfaction and fraud prevention.Analyzed statistical reports on a daily, weekly and monthly basis to ensure all service levels were being met and to identify anomalies and errors.Regularly trained and coached employees on Anti-Money Laundering regulations, USA PATRIOT Act, Bank Secrecy Act (BSA), OFAC and FinCEN rules as they relate to credit.Developed and improved procedures/workflows and provided training to staff to increase awareness of potential risks and opportunities to mitigate it losses. -
Associate Project ManagerWashington Mutual Card Services Mar 2005 - Sep 2006UsManaged internal audit control group which consisted of up to four auditors who worked to identify and evaluate internal operator activity on accounts on a daily, weekly and monthly basis in order to mitigate the risk of internal fraud.Managed off-shore vendor work performance to ensure all service level agreements were being met and actions performed met requirements.Responsible for implementing and handling various projects from start to finish.Responsible for completing daily, weekly and monthly MIS and submitting to upper management.Developed and implemented new processes to improve efficiencies and the overall customer experience.
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Customer Service Team ManagerProvidian Financial Nov 2003 - Mar 2005UsResponsible for a team of 16 – 30 call center representatives.Proven success at achieving individual, team, and department production and quality goals and handling escalated customer calls with a strong emphasis on customer satisfaction.Assisted with interviewing and training new Team Managers. -
Corporate TrainerProvidian Financial Nov 1999 - Nov 2003UsSuccessfully trained, coached and developed new hires and existing employees for multiple departments including Customer Service, Credit Services and Sales departments.Responsible for developing, writing, evaluating and organizing new and established training curriculum.Managed, analyzed and submitted weekly training statistical reports to upper management.Provided administrative support to entire Training department.
Elissa Mc Gowen Skills
Call Center
Process Improvement
Credit Cards
Vendor Management
Business Analysis
Workforce Management
Banking
Financial Services
Risk Management
Team Building
Analytics
Credit
Crm
Business Process Improvement
Team Leadership
Call Centers
Customer Experience
Outsourcing
Business Process
Cross Functional Team Leadership
Relationship Management
Program Management
Salesforce.com
Leadership
Analysis
Operations Management
Sdlc
Management
Customer Relationship Management
Elissa Mc Gowen Education Details
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HrciApplied And Professional Ethics -
Mission Valley Regional Occupational ProgramGeneral
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HrciGeneral
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Project Management InstituteProject Management
Frequently Asked Questions about Elissa Mc Gowen
What company does Elissa Mc Gowen work for?
Elissa Mc Gowen works for Janitek Cleaning Solutions
What is Elissa Mc Gowen's role at the current company?
Elissa Mc Gowen's current role is Business Manager.
What is Elissa Mc Gowen's email address?
Elissa Mc Gowen's email address is el****@****ain.com
What is Elissa Mc Gowen's direct phone number?
Elissa Mc Gowen's direct phone number is +140894*****
What schools did Elissa Mc Gowen attend?
Elissa Mc Gowen attended Hrci, Mission Valley Regional Occupational Program, Hrci, Project Management Institute.
What skills is Elissa Mc Gowen known for?
Elissa Mc Gowen has skills like Call Center, Process Improvement, Credit Cards, Vendor Management, Business Analysis, Workforce Management, Banking, Financial Services, Risk Management, Team Building, Analytics, Credit.
Who are Elissa Mc Gowen's colleagues?
Elissa Mc Gowen's colleagues are Chapita Cazarez, Raquel Sarmiento Olivares, Craig Classen, Nineth Reyes, María Rangel, Fibian Y Rodriguez Blandon, Darlene Henson.
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