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 to resolve customer inquiries.• 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’ acceptance testing, coordinated training sessions, and delivered the project on time.• 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.