Lisa Bolin

Experience

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  Qualfon

  Jan 2007 - May 2015

  Operations Supervisor

  • Created process documents for incentive tracking, team attendance tracking, supervisor one on one tracking, and overall department login management• Assisted in creation and implementation of department sales incentive structure• Managed operations of 20+ sales and customer service associates• Lead sales team from a 30% to a 49% Gross Conversion rate in less than a months’ time• Contributed to meet Service Levels by managing AUX, recruiting OT and holding team accountable to attendance policy• Assisted with department’s initial scheduling, time off allotments, and time off request processes • Managed staffing levels for Email and 2nd level support• Revamped Email, Quality, and 2nd level team processes Show less

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  Center Partners Inc

  Sept 2009 - Jun 2010

  Quality Assurance Supervisor

  Managed 15+ Quality Analysts in various locations across the U.S.• Interacted with multiple operational/client contacts to provide analysis, projects completion and new forms that increased sales • Held direct reports accountable for accuracy and productivity, meeting completion requirements 14 out of 15 months. As well as made sure that phone time, staying up to date on training for all call types, and certification metrics were also met• Created incentive program to motivate Analysts and production floor• Created multiple client reports on a daily, weekly, monthly, and quarterly basis• Managed and communicated QA guidelines and calibrations for up to six different lines of business• Managed and helped develop logins, internal QA system for new classes, removals, and access for operational team Show less

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  Constant Contact

  May 2015 - Jul 2016

  Process Improvement Manager

  Responsible for managing a team of individuals that help implement operational efficiency changes within the Customer Support organization. Through monitoring calls, analyzing data, and recognizing trends we are able to make recommendations and/or pilot programs that can potentially help the business make the necessary steps for improvements. Key accomplishments include- Revamped Quality monitoring process for 90% of the Support Organization- Created escalation/help voice line for 150+ employees- Created and implemented new Support Survey to increase response rate, incorporate NPS, and measure agent performance- Assisted in testing and launch of Voice routing software - Trained and managed new Verint call recording system for 25+ leaders Show less

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  UnitedHealth Group

  Jul 2016 - now

  Senior Project Implementation Manager

  Responsible for driving and implementing successful large scale projects within the E&I Operations team through risk identification, project methodology, and data-driven analytical decision making skills. The key within this position is to maintain positive and consistent communication strategies while being able to balance multiple priorities and projects.