Jodi Lyons Email & Phone Number

➤ Promotes a positive culture through actively listening, coaching and career pathing that aligns with individual’s goals. ➤ Effectively engage in weekly discussions with a team of agents, leads, managers, and directors to determine best practices.➤ Mentors and cascades direction to supervisor(s) to facilitate action plans to members in customer service.➤ Collaborates with other managers and management team members to support agents and maximize customer satisfaction.➤ Sought after and recruited by Director of Payroll Support

Scottsdale, Az

➤ Established strategies to improve the identity theft restoration of the organization, as well as policies and procedures to ensure scalable business practices that meet all required service-level agreements.➤ Provided hands-on assistance to the Director of Customer Care in reaching divisional goals as well as the second level of leadership to customer care managers, the Restoration, Facilities, and Security teams.➤ Lead mentoring and development of restoration specialists to provide a memorable experience and drive strong business results while building a strong culture to support the employee and customer experience.➤ Recruited new candidates, trained employees, and delivered reviews on service standards and AIP core competencies.➤ Conducted needs assessment and data analysis to determine operational strategies while addressing escalated issues.➤ Collaborated closely with other leaders in the company to achieve corporate goals, as well as with sales organization to join necessary conversations with brokers and clients.➤ Received fast-track promotion from customer care manager II, restoration manager to senior restoration manager for retaining staff throughout the pandemic when the workload increased by over 20,000%.

Scottsdale, Az

➤ Mentored customer care employees to ensure delivery of a memorable customer experience and achieve business results.➤ Strategically executed effective policies and procedures to guarantee timely, accurate, and scalable business practices and reach all required SLAs.➤ Conceptualized and implemented innovative strategies to streamline the service organization.➤ Effectively worked with other leaders in the company to reach corporate goals, while effectively addressing escalated issues.➤ Hired exceptional candidates and coached employees by delivering performance reviews on service standards and Allstate Identity Protection's core competencies.

Chandler, Az

➤ Directed 16 to 21 customer resource representatives, responsible for performing customer service duties, including responding to service inquiries, retaining existing accounts, and resolving problems.➤ Led performance management of customer resource representatives, while generating daily reports and updating the Performance Management Team Board.➤ Determined outliers and research data to recognize problem areas and a recovery plan.➤ Evaluated and formulated coaching plans as well as monitored coaching plans that coach the behavior of CRRs.➤ Chaired one-on-one meetings to maintain supervisor/employee relationships. ➤ Organized daily standard agendas that pertain to real-time issues, announcements, and future changes.➤ Managed escalations through telephone, email, and open cases, while providing real-time support to all CRRs on the floor.

Tempe, Az

➤ Functioned as liaison between field technicians and customers through additional product support and knowledge.➤ Assisted customers using Trimble website GeoManager to set up exception reports, employee administration, and device management.

Mckesson – Scottsdale, Az

➤ Coached 50 agents to reach the client-mandated daily goal of outbound calls to accomplish benefit investigations.➤ Presided over daily stand-up meetings to discuss areas of opportunities, educated changes in criteria, provided instruction on that day's agenda, improve morale, and established an approachable and open-door environment.

Tempe, Az

➤ Performed extensive research, processing, and tracking of first-level appeals and preparation of appeals letters.➤ Managed urgent vendor updates with various healthcare carriers and monthly customer service survey emails.

Tempe, Az

➤ Ensured the attainment of call metrics and standards based on operational policies and procedures by monitoring real-time call flow and guiding call center personnel.➤ Provided analysis and advice to the SBU manager on personnel and workflow issues and strategies to achieve improved performance while recommending suggestions or appropriate solutions.

Tempe, Az