Lisa Murphy Email & Phone Number

West Bloomfield, Mi

Farmington Hills, Mi

Directly managed 14 supervisors with 175 indirect reports (both salaried and hourly, working on-site and remotely), in 7 operational units in collaboration with one other Operations Manager. Compiled and analyzed data for reports for leadership review.• Collaborated in the reorganization of Call Center Operations Center on time, budget and without disruption to service. - Merged two departments into one with 200 +/- employees.- Developed and implemented a plan for cross-training all employees.• Interviewed, hired, & trained 150+ new employees due to department restructuring and company promotions. Ensured staffing levels maintained answer rates and quality as volumes increased. • Managed all logistics for weekend move of department, including co-locating employees from two buildings into one Corporate Office, with no interruption in client services.• Tracked incoming and outgoing Call Center volumes and adjusted personnel as needed.- Established schedules and assignments based on projected activity levels.- Ensured adherence to credit card company call answer standards; achieved an average 95% answer rate.• Monitored calls and documentation ensuring adherence to company policies and procedures as well as customer satisfaction and quality.• Trained both direct and indirect reports on company policies and procedures, conformity with applicable laws and accreditation standards and other topics.- Mentored and coached direct and indirect reports ensuring excellent workload management, client interactions, and adherence to policies and procedures.- Reviewed, edited and approved letters written by financial counselors to loan companies regarding clients’ credit and recent payment history ensuring accuracy and quality standards.• Chosen by leadership team to serve on Corporate Continuous Quality Improvement Committee.

Farmington Hills, Mi

• Managed 50 financial counselors at a call center in Farmington Hills, MI.

• Managed 4 centers simultaneously; developed and monitored budgets.

Bachelor Of Business Administration (Bba), Finance And Real Estate

Education record