CAREER SUMMARY

• Advanced Business Operations and Sales Execution Leader leveraging 20+ years of

experience spanning member experience excellence, process management, and workforce planning optimization, utilizing a visionary leadership approach to exceed organizational expectations through influential efficiency increases

• Quickly advanced throughout career due to sales leadership, team building strategies, and workforce planning expertise, including a ~20-year career progression through Verizon and an accelerated promotion into leadership at Trupanion

• Led upwards of 27 professionals across career, including most recently managing a small but mighty team of 5 at Trupanion, consistently mentoring, training, and coaching staff to be high-producing and efficient across all lines of business

• Experienced in NICE inContact and Calabrio workforce optimization and call routing software, taking an innovative and modernized approach concerning technology to drive the operational success and elevate the member experience

• Award-Winning Visionary Leader, including achieving “Recognizing You” Award for leadership of credit and collections calls at Verizon alongside various other recognitions PROFESSIONAL WORK EXPERIENCE

TRUPANION

Workforce Planning Manager 2020 – Current

• Oversee a team of 5 analysts to provide support for contact center teams, establishing critical relationships with clients and cross- functional teams to enhance the member experience

• Perform daily conference calls and deliver forecasting planning analysis with the team, including focusing on scheduling and balancing advanced technical knowledge with business insight

• Implemented a new workforce system and utilize various software programs including NICE inContact and Calabrio, utilizing advanced technical acumen concerning workforce optimization suite and call routing focused software

• Developed the daily ability to go over statistics, including yesterday’s results, and put in a new widget within a system to highlight the statistics to share across executive leadership driving transparency, visibility, and efficiency across the business

• Spearheaded the optimization of workforce optimization tools due to expertise in WFM, call recording, and quality management within a high-volume environment

• Execute advanced training concerning processes and procedures for 3 new hires to deliver seamless onboarding, advocating for knowledge sharing and cross training while utilizing an advanced team building approach to ensure retention and positive culture Member Experience Specialist 2020

• Functioned as a customer service agent licensed in 16 states as well as Canada and Australia to answer concerns spanning policy coverage, explanation of claim outcomes, and research claims for meme era

• Established trusted relationships, built a robust contact list, and established great NPS scores, gaining various customer compliments due to professionalism

• Skilled in retention after 4 months and recognized for advanced performance by management, quickly resulting in a promotion to leadership position in only 7 months

VERIZON

Sales Manager – Bellevue, WA 2016 – 2019

• Led a team of 10 sales associates ensuring all KPIs were achieved concerning targets and goals, as well as focused on inventory management, scheduling, and mentoring teams to drive high performance efforts

• Generated and reviewed sales reports to identify trends and recommend strategies for improving the customer experience, creating a customer-focused environment for the store, and executing sales techniques to support unique B2B and B2C clients’ needs

• Launched grassroots campaign and community outreach initiatives for entire Pacific Northwest on behalf of Verizon Sales, including representing organization at Bite of Seattle and Rock ‘n’ Roll Marathon by gaining executive buy in for the program to set up a booth/pop-up store, achieving quick success from the 1st event with sales accelerating to $1.5K an hour Elizabeth M. Schuler

908-***-**** Seattle, WA e ad1r33@r.postjobfree.com LinkedIn

• Business Operations Leadership

• Sales Execution Strategies

• Customer Service & Experience

• Training & Development

• Project Management

• Emotional Intelligence

• Advanced Problem Solving

• Call Center Management

• Relationship Building

• Retention Strategies

• Net Promoter Score Acceleration

• Trend Monitoring & Analysis

• Process Improvements

• Corporate Social Responsibility

CORE COMPETENCIES

VERIZON (CONTINUED)

Resource Management Supervisor – CFS National Command Center 2012 – 2016

• Managed 17 analysts and led customer service operations for national call center, coaching team to address customer needs related to collections

• Effectively monitored performance metrics and KPIs for collections, fraud prevention, and retention, communicating with leaders across business units and organizational levels concerning national results

• Partnered with vendors and work groups to prioritize resources and workflow, ensuring maximum productivity for team

• Instrumental to directing all HR functions for division including recruiting, hiring, and interviewing, leading to an established talent pipeline for future needs to consistently provide top-level talent within the organization as well as cross-training efforts

• Supported diverse customer base, including leading Spanish collections team for bilingual and Spanish-speaking customers, as well as Employee Phone Program for B2B customers

• Developed all training programs and materials for command center, building a national model as the standard for area and regional teams, empowering employees and encouraging consistently high rates of performance

• Improved reporting system to track KPI's and metrics, including developing related training for leadership that were communicated via conference calls and scheduled reviews

• Sustained 150-200% goals for outbound file penetration for collections versus the previous 100-150%, optimizing profitability of division by increasing skills and moving agents from inbound to outbound while keeping a close eye on the queues Area Supervisor – CFS South 2009 – 2012

• Oversaw team of financial services professionals during an organizational transformation, creating a customer centric approach that ensured customer satisfaction while also meeting collections and profitability goals for the division

• Coached and mentored employees, as well as designed individual professional development plans to encourage growth opportunities, ensuring performance reviews were in place to help improve employees and their professional approach

• Launched roll out of Net Promoter Score (NPS) system for unit, as well as addressed negative responses to identify patterns and create process improvements that would enhance the customer experience

• Introduced Employee of the Month program to increase retention and employee engagement, as well as implemented leadership development opportunities to increase succession planning and internal promotions Analyst – CFS Headquarters 2007 – 2009

• Managed 1 analyst and led weekly collections and credit policy calls to identify trends, resolve patterns, and establish standards of performance

• Sustained completion rate of near 90% on conversion of methods into OneSource, acting as Project Manager and sole point of contact on implementation within CFS

• Participated in leadership calls to establish national consensus and standards, leveraging conversations to reduce redundant M&P's from 1K+ to ~100, ultimately increasing overall efficiency

• Named Acting Supervisor for CFS headquarters MP and InfoManager from June through September 2008, managing alerts, area- specific content, and news

• Represented team during quality calibration meetings, ensuring scorecards and metrics were aligned with organizational objectives and leadership direction

• Award-Winning efforts resulting in earning “Recognizing You” Award for leadership of credit and collections calls ADDITIONAL EXPERIENCE

VERIZON

Various Roles: Business Unit Support / Negotiations / Customer-Facing Professional 1999 – 2007 CARMAX – NASHVILLE, TN

Sales Consultant – Part Time Role 2015 – 2016

EDUCATION

STRAYER UNIVERSITY

BS, Business Administration (In Process)

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