Jeff Lyons Email & Phone Number

Atlanta, Ga, Us

United States

Atlanta Metropolitan Area

Lead ~1300 FTE Consumer Care US Operations group for Equifax Consumer, B2B, and Mortgage business groups. Responsible for all aspects of performance for Contact Centers, which includes Call Center and Back Office. Additionally, oversee multiple international service provider relationships, Workforce Management organization, training resources, and customer complaints team. Oversight includes accountability for budget, contract and relationship management, financial and quantitative analysis of vendor performance.Key channels include Call Center, Mail, and Online. Work with Operations, Customer Experience, and Marketing teams to develop and execute on a comprehensive line operations and vendor management roadmap to reduce expenses, drive consumer satisfaction, and increase revenue generated in the Contact Centers. Accountable for the ongoing evaluation and continuous improvement of operational procedures and driving corporate wide process improvement. Partner with IT to implement technology infrastructure.

Columbus, Ohio

Leader for multi-site Operations group within the Chase Home Lending division, managing work in the United States and Manila. Diverse responsibilities include developing strategy and managing all operational areas of payment processing, payoffs, and adjustment activity for Mortgage and Home Equity products. Manage all mortgage statement billing activity and strategy. Identify and mitigate all operational risks, develop strong relationships with clients, vendors, and other internal partners. Partner with technology to realize full potential of IT and e-solutions. Continually seek ways to improve the Operations department and enhance the customer experience for Chase mortgage customers. Responsible for continually achieving successful audit results and serve as business lead with internal and external agencies, including OCC and CFPB. Responsible for creating a healthy work culture and managing all day-to-day staff issues in the Columbus location. Manage all aspects of department budget and responsible for identifying and driving yearly expense initiatives

Johnson City, Tennessee Area

Director for organization dedicated to driving incremental revenue through Citi's customer contact channels in multiple U.S. locations and Manila facilities. Led customer engagement strategy development and help drive Operations performance across Branded Credit Cards, Retail Partner Credit Cards, and Retail Banking businesses. Responsible for retention strategy and performance in the Credit Card organization

Johnson City, Tennessee Area

Managed 900 FTE collection call center for Citibank. Responsible for managing loss rates, hitting all key financial targets, and managing partner relations for key private label card clients in multiple regional locations. Responsible for driving all key metrics while ensuring a positive, successful work environment exists in a fast-paced, constantly changing business. Drive performance in productivity and ensure financial commitments to the business are met. Manage all personnel issues and ensure a healthy and successful culture exists at the site. Responsible for all day-to-day activities for the department at a site and functional level.

Jacksonville, Florida Area

Responsible for 300 FTE credit card customer service department handling email inquiries, billing disputes, and security operations. Had oversight of key vendors in India and Manila, responsible for financial performance of the department, hitting service level goals, and ensuring call and correspondence quality goals were exceeded. Lead for the Core Operations group in the Jacksonville site

Florence, Kentucky

Led 16 supervisors and 250 agents in dynamic call center environment. Duties included driving productivity, exceeding call handle time goals, and exceeding department sales goals. Tops among all Operations Managers nationally in sales success measurement. Launched sales in Citi's private label cards unit. Winner of Citi's Leadership Excellence Award and Quality Excellence Award.

Greater Philadelphia

Responsible for overseeing 8-10 automotive dealerships for the Saturn division. Managed all aspects of operations for manufacturer, including: sales, service, F&I, and served as the main point-of-contact for the Dealer Principle for all issues. Performed warranty audits and ensured service/sales departments were exceeding goals for training, customer satisfaction scores, sales objectives, and other performance-related measurements. Represented the Manufacturer in court-ordered arbitration hearings. Managed the daily warranty claims and escalated customer-service issues. Winner of Northeast sales contest. Had top sales region in United States.

Spring Hill, Tn

Represented the Saturn division of General Motors in all court-order litigation, pre-litigation, Better Business Bureau, and state-run arbitration hearings. Reviewed cases and recommended settlement or to proceed with litigation. Worked closely with call center managers in reviewing all legal-related customer service cases in an effort to solve quickly and efficiently. Reviewed and coordinated all vehicle repurchase and replacement financial numbers and ensured proper resale disclosure process was followed. Managed all financial claims and ensured proper policies and procedures were followed per state guidelines.

Spring Hill, Tn

Worked in all levels of Saturn's customer call center. Began as a Customer Care Consultant on the front-lines, answering general questions about Saturn products and the General Motors EV1 electric vehicle. Promoted to a Customer Area Manager in May of 1997, where I handled all customer service issues for dealerships in the St. Louis and Detroit-metro areas. In June of 1997 I was promotoed to a Call Center Team Leader, where I led a team of 12 representatives who handled all e-mail inquiries and general sales-related phone calls. I managed various metrics such as e-mail response time, ASA, individual performance metrics, and handled all scheduling issues. I also delivered performance reviews and participated in new hire interviews and recruiting visits.

Bachelor'S Degree, Communications

Men's Basketball 1991-1995 Dean's List

Organizational Management, Organizational Leadership

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