Tanya Pedersen Lamb

Experience

• 

  Windward Software Systems Inc.

  Mar 2002 - Jan 2024

  Managed all aspects within Customer Care team including Human Resources; recruitment, onboarding, training, expectation setting, best practices, performance review evaluations, and disciplinary actions. Fostered positive and collaborative environment for furthering collective success in customer service delivery.Conducted cost/benefit analysis, capacity planning, shift scheduling, and leave approvals; identified performance gaps and applied necessary coaching and training strategies to enhance team morale and overall results in providing outstanding customer service. - Ensured adherence to Standard Operating Processes (SOPs) and data integrity of knowledge management system via regular updates and detailed documentation. - Monitored business process performance by identifying and resolving operational issues through auditing; developed action plans to improve customer support processes including system streamlining for more efficient ticket tracking, reporting, and workflow management. - Drove continuous improvement in technology upgrades by evaluating user requirements to assess adjustments needed for technical specifications, leading to increase in productivity, quality and customer service standards for developing KPIs and SLAs. - Collaborated cross-functionally to align customer support strategies with broader business goals. Show less Partnered with Sales, Client Services, and various resources across multiple business units and functional departments to develop and deploy solutions for addressing business challenges and new product functionality. Built and managed team of cross-functional experts to support successful project delivery. - Established, deployed, executed, and improved processes, disciplines, and methods for facilitating project delivery. - Developed and maintained project schedule aligned with business and technology roadmaps. - Oversaw quality assurance incorporation into project and product deliverables including final solution. - Communicated change management initiatives and reported quality progress to all levels of stakeholders. - Conducted Lessons Learned continuously for advancing delivery effectiveness of program. - Address potential issues with proactive approach to allow for quick resolution and minimal negative impacts. - Supervised project team members with adequate coaching and mentoring to motivate individuals in reaching and surpassing expectations. Show less Evaluated team efficiency and effectiveness through close monitoring of daily conduct in service delivery. - Assessed caseload needs by actively meeting with individual team members to discuss strategized planning and approach for unique projects. - Empowered team in reaching potential through individual meetings on goal setting, targeted improvement plans, and achievements recognition to raise overall team performance. - Formulated continuous improvement initiatives spanning implementation of standard processes and escalation procedures, documentation methods, and learning materials; consulted internal team leads and managers as well as reported to Executive Management to constantly review and improve service delivery. - Organized team schedule to keep balance of staff vacation days with adequate service coverage. - Communicated with internal departments on relevant changes in Client Services. - Maintained up-to-date product knowledge, process documentation and templates related to projects and installation data to allow for consistent operations and information transparency. - Developed and managed return materials authorization processes for ensuring prompt and accurate customer returns, exchanges, service and repairs, and customer resolutions. - Managed special projects and additional deliverables as needed; actively assisted team members in developing business solutions for new customers. Show less

  • Customer Care Manager

    Mar 2017 - Jan 2024

  • Assistant Manager of Development

    Jul 2012 - Mar 2017

  • Assistant Manager of Client Services

    Jan 2008 - Jul 2012

  • Implementation Team Lead

    Jan 2005 - Jan 2008

  • Trainer

    Mar 2004 - Jan 2005

  • Receptionist

    Mar 2002 - Mar 2004