Lisa Murphy Battaglia , Mba Shrm-Cp Email & Phone Number

Orlando, Florida, United States

Orlando, Florida, United States

Orlando, Florida, United States

Blue Cross/Blue Shield Of MI

Orlando, Florida, United States

• Provided dedicated focus to the instantaneous execution merging contact volumes, staffing levels and agent productivity, ensuring both service and operational targets are concurrently achieved to provide consistent and.
• Monitors real-time contact volumes, calls waiting and agent handle times
• Evaluates staffing levels and agent productivity
• Observes non-phone activities (shrinkage) to plan
• Adjusts real-time to accommodate variances to plan or other events
• Provides triage support for phone and WFO system outages

Orlando, Florida Area

• Responsible for scheduling, attendance, timekeeping and payroll records for over 200 staff in an inbound call center. In addition to scheduling, my role is to track the real-time adherence for agents and monitoring.
• Data analysis
• Create weekly, monthly and yearly forecasts in order to staff accordingly
• Assists with interviewing, hiring, promotions and performance reviews
• Processes terminations
• Processes and maintains employee records pertaining to new hires, benefits, training and leave of absence

Orlando, Florida Area

• Awarded a federal contract through the National Equal Employment Investigative Services Office. Conduct equal employment opportunity investigations within various federal agencies, including but not limited to the.
• EEO Investigator
• Extensive knowledge of employment law
• Complete thorough, concise discrimination investigations

Orlando, Florida Area

• Provided supervision and training to front end staff, including assigning employees to specific duties to best meet the needs of the store. Completed daily registering and store open/close functions. Trained new.
• Supervised a department of 20 to 25 staff
• Ensured they were trained and oversaw their daily sales
• Managed cash deposits
• Provided customer service

• Selected by Executive Director in 2006 to create, build and manage a new unit to concentrate on Fair Housing education, outreach, and investigations. Successfully streamlined intake and investigations in order for a.
• Drove deadlines and objectives for staff to meet aggressive schedules
• Generated additional revenue by meeting federal bonus goals
• Created relationships with landlords, realtors, and property management companies
• Furthered the organization's relationships and reputation within the local community and throughout the state

Masters Of Science Management And Leadersip, Human Resources Management And Services

Becoming tomorrow’s leader

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Master Of Business Administration - Mba, Business Administration, Management And Operations

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