Customer Support Call Center
Resume:
Lara Derr
*********@*****.***
LinkedIn:www.linkedin.com/in/laraderr
PROFESSIONAL SUMMARY
RELEVANT EXPERIENCE
Director of Customer Support,Project N95
July 2021 - Feb 2024
● Operational Excellence and Cost Reduction:Led a remoteCustomer Support team overseeing thousands of monthly support requests, Supplier Relations, and 3rd Party Logistics. Implemented strategic measures that increased operational efficiency, resulting in a substantial reduction in staffing costs.
● Cross-Functional Collaboration:Facilitated bi-weeklycollaboration sessions with Leadership, Tech Support, Marketing, and Fundraising teams. Contributed to adapting customer support strategies to the rapidly changing environment, transitioning seamlessly from pre-COVID-19 to post-COVID-19 era.
● Team Leadership and Performance:Successfully trainedand managed a high-performing team, ensuring outstanding customer support in a challenging, high-pressure environment. Achieved a remarkable greater-than-90% SLA and maintained a consistent month-over-month customer satisfaction rating exceeding 95%.
● Community Outreach and Impact:Managed a donationprogram, providing essential PPE for people in underserved communities. Demonstrated commitment to corporate social responsibility and community engagement.
● Customer Education and Training:Delivered front-linetraining and education to customers, enhancing their understanding of product use, safety protocols, and product selection criteria. Played a pivotal role in empowering customers to make informed decisions.
Supervisor of Contact Tracing,Insight Global
June 2020 - June 2021
● Strategic Call Center Optimization:Orchestrated theplanning and implementation of a remote call center strategy, resulting in a remarkable 60% increase in both call volume and accuracy. Leveraged strategic insights to enhance productivity and maintain high-quality standards.
● Performance Enhancement Through Coaching:Spearheadedmeetings and coaching sessions aimed at improving overall performance. Effectively managed day-to-day performance of agents, ensuring adaptability to the evolving science of the COVID-19 virus. Played a crucial role in maintaining a proactive response to the dynamic challenges posed by the pandemic.
● Training for Scientific Adaptation:Managed ongoingtraining programs to keep the team abreast of the changing dynamics of the COVID-19 virus. Ensured that agents were well-equipped with the latest scientific information to enhance their effectiveness in contact tracing efforts. President & CEO,Creative Veterinary Medicine Solutions —Job Title April 2016 - Present
● Hospital Management Consulting:Spearheaded hospital management consulting initiatives, providing strategic guidance and leadership to enhance overall operational efficiency and effectiveness.
● Conflict Resolution and Mediation Training:Developedand conducted staff training programs focused on conflict resolution and mediation. Resolved both internal staff conflicts and client-related issues, fostering a positive and collaborative work environment.
● Regulatory Compliance Expertise:Ensured compliance with OSHA, DEA, and AAHA regulations, demonstrating a commitment to maintaining the highest standards of safety, ethics, and quality in veterinary management. Director of Veterinary Medicine,Colorado Humane Society& SPCA —Lakewood, CO July 1995 - August 2008
● Operational Leadership and Clinic Management:Structuredand implemented daily operations for the entire spay/neuter clinic and critical care hospital. Demonstrated adeptness in overseeing comprehensive veterinary services.
● Comprehensive Animal Health Oversight:Managed thehealth of 4000 animals annually, including identification, shelter infection, and disease control, and overall shelter maintenance. Ensured the well-being and welfare of animals under care.
● Policy Consultation and Development:Collaboratedwith the veterinary advisory board to establish and implement all veterinary policies. Contributed strategic insights to uphold high standards of care.
● Team Management and Budget Oversight:Recruited andmanaged veterinarians and veterinary staff, overseeing their professional development. Developed and monitored budgets for both the shelter and clinic, demonstrating fiscal responsibility and efficiency. OTHER EXPERIENCE
Hospital Manager,Veterinary Referral & EmergencyCenter —Clarks Summit, PA March 2008 - February 2015
● Team Leadership and Management:Led the hiring, training,and management of a diverse staff of up to 60, including doctors, technicians, and client support staff. Fostered a collaborative and high-performance work environment.
● New Hospital Setup and Inventory Management:Spearheaded the successful opening of a new hospital, overseeing the setup of the inventory and coding the entire inventory system. Ensured a seamless transition and operational efficiency from inception.
● Client Satisfaction Management:Managed all clientcomplaints and concerns, showcasing a commitment to ensuring a positive client experience. Implemented measures to address issues promptly and enhance overall client satisfaction.
Practice Manager,White Haven Veterinary Hospital —White Haven, PA September 2008 - February 2010
● Team Leadership and Management:Led the hiring, training, and management of a diverse staff of up to 60, including doctors, technicians, and client support staff. Fostered a collaborative and high-performance work environment.
● Billing Code Development and Pricing Strategy:Developed all billing codes for the hospital and set pricing and markups based on recommendations from leading veterinary practice consultants. Implemented fee structures that aligned with industry standards.
● Comprehensive HR Management:Addressed a spectrumof HR issues, including conflict resolution, disciplinary actions, performance reviews, payroll, scheduling, and managing Paid Time Off (PTO). Maintained a positive and compliant workplace.
● Client Satisfaction Management:Managed all client complaints and concerns, showcasing a commitment to ensuring a positive client experience. Implemented measures to address issues promptly and enhance overall client satisfaction.
EDUCATION
Associates Degree,Art Institute of Atlanta - Atlanta, GA Music Entertainment Management
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