Dorothy Lee

Experience

• 

  Rabobank

  Jul 2010 - Aug 2011

  Customer Care Representative

  Worked with other customer service agents helping clients with calls and online banking procedures. Averaging over 60 calls per day with receiving high satisfaction from customers. • Participated in three conversion teams from Butte Community Bank, Pacific State Bank and Napa Valley Bank to Rabobank. •Accountable for opening procedures of call center, was a key carrier and had the alarm to the building when opening for weekends. • Was promoted to customer service Rep II within six months of being in position. Show less

• 

  Target

  May 2013 - May 2016

  I led a team of 40 employees and oversaw all logistics operations for store T0321. I managed all inbound and outbound freight for the store and was the first point of contact for our stores distribution and vendor partnership. I also am in charge of backroom and ship from store processes along with training, development and managing the talent of the team. • Increased productivity within team members working the floor by monitoring tracking systems and implementing companies best practices. • Created new hiring strategy in order to help increase team size in a hard to hire area and improve overall unload productivity process.•Led ship from store process and executed the new strategy for T0321 including set up, hiring and maintaining sales and high LOS. Show less Led 40 team members to effectively load outbound trailers to over 64 stores in California and Hawaii. While maintaining high levels of guest service and assisting with logistics of the outbound process. • Diversity building captain: Worked with Target's headquarters and other buildings to promote diversity within our distribution center; create retention plans for new hires, and plan community events.• Production Controller Back Up: Whenever production controller was not present I was able to take on the role assisting my peers in any operational issues. Overseeing the entire distribution center.• Customer Supplier Representative for Outbound: Partner with Engineering and Facilities group leaders to address problems or focus areas in the outbound department. • Order Supply Captain: Order all work supplies necessary for day to day work for the outbound department and make sure our area is consistently stocked. Show less

  • Logistics Manager: Executive Team Lead

    Feb 2015 - May 2016

  • Operations Manager: Outbound Group Leader

    May 2013 - Feb 2015
• 

  Lighthouse

  Jun 2016 - now

  I oversee all operations for the Hosting Department at Lighthouse. The hosting team uploads documents for review, manages running analytics based on search strategies that have been set, enables migrations between vendors and is the first tier of client facing support. I have a team of 4 direct reports that are managers, with an additional 37 US based technicians and 10 offshore technicians. • Works with recruiting to acquire talent, develop strategies for hiring and promotion within the company. • Delegates long term tech projects and oversees project management and execution. • Analyzes team data to find operating efficiencies, to help create best practices to improve teams’ productivity ultimately impacting company EBIDA. • Collaborates with other department with integration projects bringing two separate teams together to function under a single umbrella. Show less I managed and oversaw 20 technicians and a queue manager throughout different parts of the United States. This is a 24/7 team that supports hosted processes for the company and is in charge of delivering to multiple tiers of project managers. • Lead manager on CUO integration project. • Created training and on boarding program for new hires entering the department.• Helped create hiring strategies for new team with integration efforts Discovia and Lighthouse team. • Followed regular reporting for time entry to make sure that utilization with team is high across the board and work directly with team members on correcting inefficiencies. • Work with project mangers and client services team to drive prioritization. Show less Working with other operations managers I led a team of up to 25 team members in the United States and additional 15 team members in India, monitoring aspects from hosting, processing and production departments. •Created green weekend process within 6 months of starting new role. •Work with project mangers and client services team to prioritize work that is coming in on a daily basis and setting up goal times for achieving all work in a given day. •Created intern hiring strategy for both management and technician positions. •Developed mentorship program for productions and hosting team to help train in cross functionality in departments. •Implemented quality monitoring strategy in order for us to receive 99.8% or higher accuracy ratings for the year. Show less

  • Director of Hosting

    Oct 2020 - now

  • Review Solutions Manager

    Jan 2018 - Oct 2020

  • Operations Manager

    Jun 2016 - Jan 2018