Operations Manager

Lisa Zara

**** ******** ***, ******* ** ***** 605-***-**** ****.******@*****.***

Summary

Ambitious Operations Manager with extensive experience in retail, telecommunications and banking. Able to apply analytical and critical thinking skills to solve complex problems. Process improvement expert with a passion for creating a positive customer experience.

Accomplishments and Skills

PROJECT MANAGEMENT

PEOPLE MANAGEMENT

FINANCIAL MANAGEMENT

Experience

DIRECTOR OF SALES AND SERVICE AUGSBURG FORTRESS, MINNEAPOLIS MN JULY 2011-DECEMBER 2015

Managed an 18 seat inbound/outbound blended call center for a variety of products and services

Increased sales numbers by 35% while decreasing outstanding AR

Directed a project to create an inbound/outbound blended call center which resulted in a 45% increase in outbound call volumes.

Developed a peer quality monitoring program for staff

Merged customer service and outbound sales to improve the overall customer experience

Supervised and attended trade show events to promote our key products

Assisted in improving the overall webstore experience for three company websites

Worked with a cross-functional team to streamline the trade show event process, improving onsite sales, upgraded the point of sales software, and reducing expenses by 25%

Managed a $750,000 annual budget, consistently maintained below forecast for 10 years

CUSTOMER CARE MANAGER AUGSBURG FORTRESS MARCH 2009-JULY 2011

Worked through a transition to combine Credit and AR, Mailroom and Permissions to the existing team

Took over management of key trade account relationships

Created a multi-functional team to handle all sales and service issues for three business divisions, resulting in a cost savings of 30%.

Developed training program for new and existing employees

Established a cross-functional team with Marketing and Sales

Successfully transitioned to new call center software and new ERP software

Developed teambuilding training and ongoing feedback programs to improve communication and reduce turnover.

CREDIT AND ACCOUNTS RECEIVABLE MANAGER AUGSBURG FORTRESS DEC 2005-MARCH 2009

Created and implemented a credit policy, reducing 60+ delinquency by $3.5 million

Streamlined processes, controlling expenses and reducing staff

Eliminated unneeded collection agencies

Reduced write offs to less than $10,000 per year on a $40M portfolio

Successfully combined the department with Customer Care in 2009

OTHER EXPERIENCE

Collection Manager, Prairiewave Communications, Sioux Falls SD

Collection Manager, First Financial Bank

Education

BACHELOR OF SCIENCE UNIVERSITY OF SOUTH DAKOTA

Major: English and Theatre

Volunteer Work

Board of Directors-Freshwater Theatre Company

Board of Directors-Urban Samurai

Podcast and Contributor-Minneapolis Farmers Market

Professional Affiliations

Contact Center Networking Group

Protestant Church Publishing Association

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