Lucille Nancy Balandran Email & Phone Number

Houston, TX, US

United States

Houston, Texas Area

• Responsible for continuous improvement initiatives and their corrective action plans by using Six Sigma and Lean methodologies. Created and secured executive buy-in on forty new processes that reduced 30% of the time.
• Attain and/or surpassed three KPI goals for four consecutive years. Manage a team of twenty agents and two team leads to consistently resolve 8,000+ customer inquiries.
• Utilize Waterfall methodology to partake in SDLC phases and led CRM implementation projects that included process development and training coordination.

Houston, Texas Area

• Led meetings with SharePoint architects, Management and Subject Matter Experts to define Business Requirement documents (BRD) and follow SDCL steps.
• Launched the Request for Quotation and Contract Management portals using SharePoint. These portals eliminate 100% of the manual entries.
• Led a project to create dashboards that streamline data in real-time, enabling 100% visibility for management to monitor the status of quotes and contracts.

Houston, Texas Area

• Launched a project to transfer the after-hours call handling from a call center in the United States to Latin America. Developed project plan/business requirements, managed internal communications, authored users’.
• Coordinate the implementation of a new process storage database used by 800+ call center agents; over 1,000 documents were transferred to the new database.
• Performed data analysis on Customer Survey results, communicate findings and recommendations to Senior Management.

Houston

• Outsourcing Lead 1998 – 2009
• Lead the definition of forty-two Service Level Agreement ensuring that the contractual obligations were well captured and approved by Senior Management
• Directed team of 10 in the development of 20 new processes
• Developed metrics, balanced scorecard, and trend analysis reporting for executive management.