Lezlee Emerson Email & Phone Number

United States

Omaha, Nebraska, United States

Omaha, Nebraska, United States

• Contracted by the NYDOL Unemployment Division to assist with call overflow due to pandemic and unemployment numbers.
• Learned multiple systems and software applications
• Assist claimants in completing their claims
• Trouble-shooting for claim issues
• Subject Matter Expert, assisting fellow Marriott employees on project

Greater Omaha Area

• Audit cases for Look No Further Best Rate Guarantee using Salesforce.com
• Assist Customers with inquiries regarding the Best Rate Guarantee
• Calculate Savings for Guest’s claims

Greater Omaha Area

• Phased implementation of Agent Desktop via Salesforce integration for Marriott Global Sales and Customer Care Organizations, utilizing Agile Methodologies
• Work with Global Sales and Customer Care Organizations in determining requirements and identifying business cases
• Work with IT organizations in determining scope and prioritizing requirements around projects and integrations
• Prepare and implement UAT testing for new roll-outs

Greater Omaha Area

• Start-up of Customer Care group for Westcon North America
• Managed dedicated Customer Care group/North America/multi-sites
• Managed Customer Inquiries to improve Customer Satisfaction
• Worked directly with Business Partners around potential product/delivery issues
• Created processes for continuous process improvement
• Implemented Call Center ticketing system, "Freshdesk" and metrics

Greater Omaha Area

• Customer Care & Customer Retention ManagerFarmers Insurance- (co-owner)
• Provided support for Customer inquiries ie. billing, renewal, changes etc.
• Rolled out new software to group for prospecting purposes
• Authored Customer communications
• Provided insight to Sales from Customer Input
• Liaison between technical group and staff regarding product issues

Greater Omaha Area

• Combined and developed multi-location Customer Care Organization which included Consumer Care and Account Management, utilizing service strategies and methodologies to ensure consistent, high quality delivery for every.
• Implemented processes in on-boarding new clients into order chain
• Authored company “Terms of Sale” for Customers and internal organization
• Authored all Customer communication
• Implemented and administered Salesforce.com software to enhance Customer and Consumer insights
• Created and implemented Customer surveys to Enhance Voice of the Customer Insight

• Managed Paywatch and User Acceptance Teams within Global Operations
• Issue identification in conjunction with the Global Call Centers (Dublin, China and US) and resolution of issues
• New product code testing and issue identification and resolution in conjunction with Engineering and IT groupsSignificant Improvement Measures:
• Saved 1.3 million per year by utilizing the UAT team in identifying potential Customer impacting issues
• Implemented “Bug Process” of identifying and tracking “bugs” to closure in conjunction with UAT processes
• Implemented the “AHOD” (All Hands on Deck) escalation process where critical Customer impacting technology issues were communicated to the Executive staff, worked and tracked to closure

• Started and managed Portfolio Management Organization (PMO) for Global Operations
• Managed Operations’ technology strategy and product initiatives
• Relied heavily on leveraged relationships with the Business Units, Engineering and IT to gain consensus of project priorities
• Collaboratively determined ROI and business rationale with Business Units, Engineering and IT
• Managed processes with IT, Product, and Engineering groups in determining ROI and timing estimates as well as prioritized Business Requirements. Once projects were booked, the team managed the projects to completion.
• Start up of the group

• Analysis of information regarding tools and technology for Global Operations center with the end goal of mitigating calls and enhancing ROI
• Conducted ongoing evaluations of potential and existing technology to ensure efficiencies throughout Global Call CentersSignificant Improvement Measures:
• Identified risk areas within contact tracking system and provided recommendations for improvement
• Identified risks areas within the “Witness” call monitoring system and provided action recommendations

• Responsible for directing the daily activities and processes of the relationship management departments in direct support of corporate sales and operational activities which included sales support, account management.
• Responsible for company wide “Order Chain” initiative which resulted in a single order process and heightened Customer satisfaction through the meeting of service level agreements
• Implemented formal Account Management Structure from Customer Service group through restructuring to ensure Fortune 1000 Customers received required attention
• Lead Presidential Help Desk, the escalation path for Corporate Customers
• Reduced Call time with Outsourced Call Center by providing them better scripting, resulting in a reduction of 40% in call times

• Responsible for all activities and processes of the Support organization, to include full Profit and Loss responsibility for 40+ million revenue generating group.Collaborated to provide all processes and procedures for.
• Implemented formal Technical Support Group with formal three tiered structure, to provide software support with the goal of first call resolution
• Implemented formal Vendor Manager Position and Partner Printer Network to ensure the best possible pricing for the highest quality products

Ba, English Literature, Psychology And Writing

General

Activities and Societies: Musicals, Choir, "Mod Choir"