Lilly Flores

Experience

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  Early Head Start Home Base

  Mar 2005 - Dec 2006

  Administrative and Accounting Assistant

  As a customer and employee liaison, I effectively manage the first point of contact for inquiries and provide exceptional customer service.With expertise in admissions, payments, mail, and supplies ordering, I accurately process transactions and maintain organizational efficiency.With a professional phone demeanor, I represent the company with poise and professionalism.Utilizing Peach Tree software, I perform efficient and accurate accounting data entry, supporting the company's financial stability.I effectively coordinate and organize meetings, conferences, and travel reservations for the administrative team, ensuring seamless logistics and smooth operations. Show less

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  Boricakes & Sweets Bakery

  Jun 2008 - Jul 2012

  Administrator & Sugar Art Designer

  As the owner and operator of Boricakes Bakery, I was responsible for managing all aspects of daily operations and ensuring the smooth running of the business. I successfully built a loyal client base, leading to 60% of new business coming from referrals.I expertly handled all financial aspects of the business, including accounts payable/receivable, invoicing, insurance billing, cash flow, and budgeting. I also supervised front-store operations and ensured outstanding customer service, as well as overseeing the performance and quality of all storefront staff and production. Show less

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  Frontier Communications

  Oct 2012 - Oct 2014

  Customer Service Manager

  As a Spanish chat team supervisor, I oversee online sales activities and drive team performance to meet company objectives. I analyze and report monthly sales and performance metrics to the team and lead discussions in meetings. I also mentor team leads and new hires to ensure their success.I have experience in process improvement and creating proposals, spreadsheets, and presentations using Excel and PowerPoint. I handle customer escalations and approve special requests, all while managing a team of 16 and maintaining a positive, humorous attitude. My cultural competence allows me to effectively manage team members of diverse backgrounds. Show less

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  Capital One

  Oct 2014 - Jan 2018

  SR Production Coordinator III

  I was a subject matter expert in managing credit bureau reporting and disputes, ensuring accurate and timely reporting to credit reporting agencies. I analyzed and presented financial data to senior management through comprehensive AP/AR reports to support strategic decision-making.With effective queue management skills, I ensured efficient and thorough servicing of all accounts, including skip tracing, loan reconciliation, and dispute resolution within 30 days. I also investigated suspicious account activities to support the Fraud and Loss Mitigation Teams.As a customer advocate, I listened attentively to understand customer needs and provided calm and logical solutions to complex and escalated issues. With a passion for delivering excellent customer service, I effectively implemented the appropriate resolution to ensure customer satisfaction. Show less

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  Genpact

  Jan 2018 - now

  In the bustling realm of Genpact, where innovation and collaboration intertwine, I don the hat of a Project Manager, steering through the vast landscape of strategic initiatives with passion and dedication.In this role, my journey involves crafting intricate project plans that breathe life into our organizational objectives. I am not just a manager but an architect, carefully sketching timelines, milestones, and deliverables to build the foundation of success. But what truly fuels my spirit is the symphony of collaboration. I dance among stakeholders, cultivating relationships that transcend boundaries. Every interaction is a brushstroke, vividly representing alignment and shared vision. Through this dance, I ensure that our projects aren't just executed; they are performed with finesse, resonating with the pulse of the organization.In the alchemy of project management, resources are the mystical elements that, when harmonized, create magic. I orchestrate this symphony, allocating resources with precision – a maestro conducting a masterpiece. I ensure that every resource, be it personnel, technology, or budget, finds its perfect note in our grand composition.Every project is a heroic saga, and I am the guide of an ensemble cast – a cross-functional team with diverse talents and skills. Together, we embark on quests to conquer milestones and achieve objectives. My leadership isn't a mere role; it's a calling to inspire and elevate each team member, nurturing an environment where innovation and collaboration flourish. In the face of challenges, I become the troubadour, singing tales of risk management and resolution. I am the architect and shield, protecting my team from the storms of uncertainties and guiding them toward the sunshine of success. Show less I continuously analyze call center metrics to identify areas for improvement and implement process changes to improve efficiency and customer satisfaction. This includes analyzing call volume, hold times, first call resolution rates, and customer feedback. I develop and implement effective training programs for my team to ensure that they are well-equipped to handle all types of customer inquiries and complaints. This includes role-playing exercises, coaching sessions, and ongoing professional development opportunities. I foster a culture of collaboration and teamwork among my team and other departments within the company. I encourage open communication and the sharing of best practices to improve overall performance and customer satisfaction.To ensure that I am always using the best practices and strategies to drive success for my team and the business, I stay up-to-date with the latest trends and developments in customer service, marketing, and financial management. I build strong relationships with my colleagues and stakeholders across the company to ensure that everyone is aligned around the goals and priorities of the call center and the business as a whole. This includes regular meetings, status updates, and progress reports.Prior to my role as Assistant Manager, I was the Front Line Manager for (Content Moderation). As the FLM, I manage a team of 15-25 content moderators. I provided regular feedback and coaching to team members, improving their performance by developing individualized improvement plans. I implemented a new training program for content moderators, increasing accuracy and efficiency by 20%. I monitor key performance metrics and report progress to senior management, highlighting areas of improvement. I maintained relationships with third-party vendors to support content moderation operations. I conducted data analysis and develop insights to drive continuous improvement in content moderation processes. Show less

  • Project Manager

    Dec 2023 - now

  • Sr. Assistant Manager

    Jan 2018 - Dec 2023