Lalla Wilson

Experience

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  IBM

  Jan 1968 - Jan 1992

  Process Improvemet Project Manager - Market Driven Quality Initiative (last position)

  Multiple positions/responsibilites during an over 20-year career; including national administrative processes trainer/auditor, customer service trainer, Billing administrator, PC dealer newsletter writer/editor,Market Driven Quality process improvement project manager. IBM HQ, New York temporary assignment - provide administrative requirements for new billing system. Temporary assignment - Provide design input for new consolidated call center, Memphis, TN.

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  Chicago Tribune Media Group

  Jan 1997 - Jan 2000

  Manager, Consumer Services

  Hired specifically to turn around morale and performance . Within one year, call center was named Call Center of the Year in the Media category by Call Center Magazine, and also featured in Teleprofessional Magazine.

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  CheckFree

  Jan 2000 - Jan 2003

  Director, Customer Contact Center

  - Provided direction, strategic management and planning for one of five nationwide customer contact enters, supporting customers utilizing online bill pay systems. - Managed ten million dollar capitol budget for contact center building expansion.- Increased number of employees from 97 to over 350- Clients included several of the largest US banks, i.e. Bank of America, and credit card companies.

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  Chicago Tribune

  Jan 2003 - Jan 2005

  Manager, Subscriber Services Customer Contact Center

  Responsible for leading performance and development in a multi-channel customer contact center of 100 employees, including payroll services, administration and online customer service. Developed a quality assurance program to improve customer satisfaction and retention.

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  Full Circle Communications

  Jan 2006 - Jan 2014

  Managing Director

  • Managing Director with extensive corporate communications and executive level customer relationship mangement experience. Expertise in public involvement, community outreach, and public relations, and communications training. • Consulting services providing community relations and public information support to the City of Atlanta citizens while on the , Department of Watershed Management’s 3.2 billion dollar sewer infrastructure rehabilitation project.. Trained PIO's at Full Circle Communication's Baton Rouge office, for Baton Rouge's SSO project.Other areas of expertise:o Marketing o Business Developmento Communications & customer service Training Show less

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  Lalla Youngblood Wilson - Life & Career Coach

  Jan 2011 - now

  Life & Career Coach

  . Facilitate discovery and change for clients experiencing blocks to success and satisfaction, while identifying careers that align with their true passion.. Utilize Robbins-Madanes strategic intervention methods to create alternatives for client's disempowering “stories” regarding relationships, abundance, andother areas of life. . Help clients positively redefine and reframe the language of their relationship with self, personal relationsips, coworkers, and others.. Assist in implementing new positive behaviors utilizing neuro linguistic programming methods to solidify new positive behaviors. Show less

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  2MATL - Southeastern Site Developement

  Jan 2015 - now

  Communications Consultant, Public Infomation Officer-City of Atlatna Green Infrastructure Initiative

  Providing communications and commuity outreach to Atlanta citizens and community groups regarding ongoing City of Atlanta Green Infrastructure Improvements in various communities.