Lizzy Lee Email & Phone Number

Pocatello, Id, Us

Remote

Leverage data and analytics to provide stakeholders with insights into organizational performance and the customer experience through key performance indicators and AI-driven analysis. These insights offer a strategic lens to enhance decision-making, foster continuous improvement, and optimize operational effectiveness.

United States

Engagement Associate Manager for Allstate’s Service Delivery People Empowerment team. Leading with care and passion to help bring our Employee Value Proposition to life and making a difference every day.o Serving all of Service Delivery which is home to 1,800+ call center Allstaterso Responsible for the employee journey and environment for people and actively seeking to provide and improve on elements safety and security, flexibility, career pathing, meaningfulness and belonging to provide a best of class employee experienceo Influencer and change maker unabashedly suggesting out of the box ideas, proactively solving problems and elevating the employee's voice wherever possibleo Project and program manager ensuring accuracy and partnership throughout

Remote

o Currently supporting 1,000+ countrywide home-based employees across with rewards, recognitiono Partner with leadership to advocate for an engaging employee experienceo Influence an integrated culture that empowers employees o Innovate, streamline and invent processes and programs to drive employee engagement, performance and reduce turnover o Manage multiple budgets totaling more than $400,000o Owner of Show Me the Money! Which incentivizes and rewards problem solving that results in tangible cost savings

Chubbuck, Idaho

I am currently a Frontline Leader for an Unlicensed Service team. I lead a home-based team of employees located all over the country. Prior to my current department I was a Frontline Leader in Inbound Sales Frontline Leader. I lead a team of up to 15 individuals to meet performance goals on a daily basis. In addition to generating new business, I tracked compliance and retention trends to improve the customer, agency and shareholder experience.In addition to coaching and managing my team, I lead problem-solving sessions to identify problems within the business and sustain solutions. For example, we have created a standard process for the most efficient way to quote homeowners policies.

Chubbuck, Idaho

Licensed Service Manager- During this time I lead a team of 12-15 individuals who were licensed to sell and service property and casualty insurance in 34 out of 50 states. It was our responsibility to complete complex endorsements for customers while explaining rating factors and promoting new business growth through renters, condo, and auto policies. I successfully reduced outliers each month. I was awarded the Gem Award for my efforts.Unlicensed Service Manager- In Unlicensed Service I managed a team of 12-15 individuals as they assisted customers with billing, trailing document and administrative questions. We emphasized the importance of following a standard process for each call and were able to improve the customer experience. Reinforcing the right behaviors showed positive results in our Customer Satisfaction Surveys and First Call Resolution numbers. In addition to Customer Satisfaction, First Cal Resolution and adhering to the standard process the team also made great strides with efficiency as they adapted to new technology. During my time in Unlicensed, I encouraged my team to solve problems such as waste and feeling connected to the agents. By doing so, we were able to create a process for time off the phone. This helped improve our availability for our customers while maintaining appropriate time for coachings and meetings. This team was last in a team ranking when I became their leader but rose to be consistently within the top three after four months. I was awarded the Chairman's Vision Award for my efforts.Sales Manager- As a sales leader, I immersed myself in gathering best practices and relaying that information to my team. I helped them to navigate change with policies like priority call routing and new performance goals. I have leveraged the Continous Improvement management system to elevate my team's performance and they are 4-6% higher in performance than when I first became their leader.

Chubbuck, Idaho

As a Premier Customer Service Senior Associate (formerly known as PRST) I began by assisting two managers. I created monthly incentives to boost performance, provided additional coaching to outliers and resolved customer escalations. I also identified opportunity areas within the business and proactively worked to solve them. For instance, I observed that there were more questions around specific states. I created a PowerPoint presentation to reduce confusion and worked with the Process Mastery Team to ensure it was accurate. I then presented that information to all of the Unlicensed teams and saw success in their reduced transfer rates. I also created PowerPoints around common compliance points such as Authentication, Basic to Restricted and Long to Short down rates. My efforts were recognized with a Hero Award and Employee of the Month.

Chubbuck, Idaho

Licensed Insurance Representative – June 30, 2014 to May of 2017I held a property and casualty insurance license in 32 states. I advised, served, protected and cared for each customer that I interacted with.Unlicensed Service Representative - July 2, 2013 to June 30, 2014As an unlicensed frontline specialist, I assisted customers with various questions and concerns ranging from policy changes to billing inquiries.

Pocatello, Idaho Area

I was a full time customer service representative who assisted with resolving technical issues in a timely and productive manner.