Michelle Lake Email & Phone Number

Richardson, Texas, United States

Real Time monitoring of four contact centers. Ability to handle and execute a high workload in a fast-paced environment. Being adaptable with changes in business needs or developments in methods of reporting. Partnering with BPOs to ensure proper coverage in call and chat queues within the contact centers; requesting solicitation of OT, VTO, or cancelling of offline activities as needed. Coordinating agent activities to meet target service levels, as well as addressing agent behaviors with adherence, incorrect or improper use of statuses, or work avoidance. Providing Operations Leadership with hourly reports outlining Service levels, staffing shortages, and potential tech issues. Using judgement to pull levers during unexpected spikes in volume, escalating unexpected drivers for quick resolution. Identifying gaps in processes or potential roadblocks, gathering data, and providing solutions to WFM Analysts. Partnering with points of contact in from different lines of business to identify business needs or discuss process improvements.

Quickly ramped up to distinct roles within the Refinance Department. Working with Call Center, Chat, Outbound, and Funding teams, as well as spending three months in a Scheduling Coordinator role. Ability to quickly identify, troubleshoot and escalate technical issues or gaps in processes. Facilitated training of new hires as well as new roles or processes. Increased team morale through people skills and team building activities.

Plano, Texas, United States

Facilitated outbound calls to help customers though the Refinance process, reviewing documents, verifying application discrepancies, mediating payoff information with various lenders. Managed my own schedule and worked on side projects to improve processes for the team. Assisted the Escalations department with remediation projects.

Plano, Texas, United States

Received inbound calls, assisting customers with various requests including aiding with the prequalification process, reviewing applications, transferring calls to different departments, and resolving escalations. Maintained high Quality Assurance scores and achieved high CSAT/NPS scores.

Oversaw the training program within a designated training store. Created training schedules, onboarded new hires, trained all levels of employees, and completed administrative paperwork sent to my direct supervisor in HR. Worked alongside the Store Manager to ensure policies and procedures were being implemented by the staff.

Plano, Texas, United States

Assisted the Store Manager with operations including delegating responsibilities to the shift managers and associates, completing inventory audits, checking in vendors, verifying store orders, as well as reviewing End of Day reports.

Plano, Texas, United States

Delegated responsibilities to associates on shift to ensure the store met health and safety standards (i.e., food service, TABC practices, cash handling, etc.). Checked in vendors and ensured products were stocked by vendor representatives. Completed End of Day reports including printing reports and entering data into the system, as well as verifying that we were not missing cash or inventory.

Plano, Texas, United States

Responsibilities included customer service, cleaning, breaking down machines for deep cleaning, stocking product, food handling, cash handling, and following Tobacco and Alcohol sale policies.