Lannie Self Email and Phone Number
Managed Inbound Customer Care Call Center for The Dallas Morning News, providing First in Class service & support to subscriber base. This included complaint handling & dispatch, new acquisition & loyalty programs, accounting support & payment by phone processing, account suspension and frequency adjustments, and many more.Expert in team development - working with supervisory groups for the betterment of morale, performance & quality.Inbound / Outbound Call center - continually focused on improving processes which impact the Customer Experience. Retention - Developed various training materials & performance monitoring processes to ensure every effort is taken to retain business and increase long term customer loyalty.Analyst - Microsoft Access (Intermediate User)- Served 4 years as Retention Analyst - building specialized queries and reporting trends and field performance to upper management teams.Specialties: Call Center Management - Best in Class Customer Service - Administrative Support - Project Management - Trend Analysis - Team Building - Staff Development - Process Management - Training & QA
The Pisa Group
View- Website:
- thepisagroup.com
- Employees:
- 155
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Customer Support Center DirectorThe Pisa Group Feb 2011 - PresentRichardson TexasDirects an inbound staff of professional Customer Support Agents responsible for providing exceptional service to our clients and their customers. Build and manage relationships with clients.We are much more than just a call center. I am a big believer in building rock-solid relationships with our clients in order to effectively service the end customer. We current provide support for The Dallas Morning News' digital products and some print edition subscribers. Our center has the capacity to seat up to 100 inbound agents.Please let me know how we can help you with your business.
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Senior Supervisor, CscBrinks Inc. Jan 2010 - Oct 2010Managed In-bound call center team responsible for Tier 1 direct customer support. -
Csc Team Manager - InfrastructureBrink'S Inc. Jan 2010 - Aug 2010
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Sales Order Processing SupervisorRicoh Business Systems Jun 2009 - Jan 2010 -
Call Center Manager - Temporary PositionAccredited Home Lenders Sep 2008 - Dec 2008Participated in the creation of a start-up call center group comprised of 15 Outbound / Inbound TSRs. Responsibilities included contacting owned and partnered mortgage loan customers to sell the benefits of refinancing at lower interest rates, ultimately connecting them to Loan Officers for evaluation & service.• Hiring, training and developing staff.• Established strong performance metrics aimed at increasing lead submissions.• Developed and implemented policies & procedures• Created a knowledge based system for quick & easy retrieval of procedural and contact information. -
Customer Care Operations ManagerThe Dallas Morning News Apr 1989 - Aug 2008Managed multiple teams and day-to-day activities of inbound Customer Care and outbound Subscriber Retention call center groups.Managed and directed off-site outsourcing team responsible for overflow calls. (Defined structure and business rules for overflowing calls to off site call centers while serving as primary liaison to ensure proper quality and procedural processes were maintained at all times.) Developed and executed targeted performance metrics and comprehensive incentive plans that increased staff productivity, revenue and subscriber retention.Served with or led implementation projects or advisory committees for various technological advancements within the call center and supporting areas.Developed and facilitated various collaborative efforts to build relationships with field and other departments for betterment of the whole customer experience. Recruited, hired, coached, mentored, evaluated staff. -
Unit Control SupervisorSanger Harris / Foley'S Department Stores Dec 1981 - May 1988Supervised three Administrate teams responsible for:Assisting store salespeople with reserving big ticket merchandise for their customers and setting delivery dates.Special Order of big ticket merchandise.Checking in Purchase Order shipments from manufacturers.Supervised Cash Office
Lannie Self Education Details
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Nimitz High SchoolGraduate
Frequently Asked Questions about Lannie Self
What company does Lannie Self work for?
Lannie Self works for The Pisa Group
What is Lannie Self's role at the current company?
Lannie Self's current role is CUSTOMER SUPPORT MANAGER - CALL CENTER GROUP.
What schools did Lannie Self attend?
Lannie Self attended Nimitz High School.
Who are Lannie Self's colleagues?
Lannie Self's colleagues are Zoee Garibaldi, Justin Thomas, Michelle Redd, Donn England, Kayla Wooten, Alana Martin, Divion Smith.
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Lannie Self
United States -
LANNIE SELF
United States
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