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Lisa Ochs

Lisa Ochs

Call Center Manager, Specialty Banker, Underwriter

Followers of Lisa Ochs100 followers
location of Lisa OchsStevens, Pennsylvania, United States

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  • Timeline

  • About me

    Seeking Customer Service Manager Position

  • Education

    • The College of New Jersey

      -
      Master of Education - MEd Administration of Overseas and International Schools/English as a Second Language Graduated with Honors

    • Pennsylvania College of Art and Design

      -
      Certificate Folk Art Studies

    • Indiana University of Pennsylvania

      -
      Bachelor of Science - BS Elementary Education and Teaching

  • Experience

    • Wachovia/Wells Fargo

      Jan 1998 - Jan 2006
      Call Center Manager, Specialty Banker, Underwriter

      Interacted with customers by answering questions regarding their accounts and also upsold accounts to meet the financial needs. Worked in a call center environment as well as in the branch,

    • Allstate

      May 2006 - Apr 2019
      Licensed Insurance Agent/Customer Service Professional

      Interacted with customers and agents through live chat and telephone. Educated customer on insurance coverages and answered billing questions. * Assisted in developing chat customer service initiative for agents by creating marketing strategies to launch the program, wrote standard processes to ensure quality interactions from chat representatives and trained and mentored new employees. * Project lead for testing team which resulted in procedural changes that saved after call time by up to 30 seconds when processing changes which saved on total cost per call. * Co-chairperson for the Employee Development Committee and revitalized the existing program and created workshops on interviewing and resume writing. * Temporary Duty Assignment as Manager - supervised team of 15 members and assisted with call coaching, leading team meetings, and generated contests to improve overall quality performance. Show less

  • Licenses & Certifications

    • Associate in Insurance Services (AIS)

      Insurance Department of Pennsylvania

    • Associate in Personal Insurance (API)

      Insurance Department of Pennsylvania

    • Property and Casualty Insurance License

      Insurance Department of Pennsylvania

  • Honors & Awards

    • Awarded to Lisa Ochs
      Business to Business Award - Developed and managed a program to identify areas of opportunities for improvement within the workplace in order to provide ease of doing business for both the customers and the frontline employees. Analyzed company survey (VOICE) results. Facilitated focus group sessions with frontline employees. Prioritized needs and wants of the employees and presented findings to management. Negotiated changes which resulted in changing processes to save money and improved workplace morale.