Service Customer

LIZ ESPINOSA

San Diego, CA • 408-***-**** • ******@*******.*** • linkedin.com/in/liz-espinosa-301659182 Contact Center Leadership

PROFILE

Dynamic and driven business

professional with extensive experience

driving organizational objectives

through exceptional human relations

and call center management. Adept at

managing and developing associates

to provide consistent support and

foster attainment of company goals. A

champion of continuous process

improvement, integrating innovative

strategies to deliver results.

EDUCATION

General Education Courses

Gavilan College

Corporate Training & Certifications

• Lean Six Sigma – Yellow Belt

• HRCI Professional in Human

Resources Certification (PHR)

• FINRA Series 6 Securities License

• Frontline Leadership Training

• Management Excellence Training

• Managing within the Law

• Conflict Resolution Training

AREAS OF EXPERTISE

• Organizational Leadership

• Service Delivery Champion

• Fluent in Spanish

• Process Optimization

• Cross Operational Management

• Service Level Agreements

• Quality Assurance

• Work Force Management

• Omni Channel Call routing

• Conflict Resolution

• Client Relationship Management

• Budget Oversight

• Human Resources

PROFESSIONAL EXPERIENCE

LPL Financial, November 2007 to 2019

Assistant Vice President, Service Center

Direct comprehensive operations of a high-volume contact center, supporting more than 5K Financial Advisors. Worked closely with senior leadership on various initiatives designed to improve the firm’s service offering. Led cross- functional team consisting of frontline associates to department managers. Collaborated with departments throughout the firm, ensuring consistent compliance with established policies and procedures while mitigating risk to the firm.

• Direct oversight of all contact center technology including WFM systems, call routing technology, call recording technology, speech analytics, tableau, NICE call recording

• Led and managed key customer relationships at the senior level.

• Worked directly with top clients through all phases of technology releases ensuring product knowledge and an exceptional service experience.

• Drove technology adoption rate through various training offerings and direct client consultations.

• Enhanced customer experience through initiation of Call Quality Management Program to improve service delivery through the utilization of speech analytics and real time call monitoring.

• Spearheaded Transactional Survey Program designed to identify and resolve service gaps that led to an increase in NPS scores by 7% within the first year.

• Led the implementation of the Email Solutions Team, resulting in improved service levels for the organization.

• Led process improvement initiatives ranging from compliance to employee engagement.

• Consistently met established service level agreements, earning 99% success rate annually from initial program launch in 2007.

• Posted a 40% promotion rate for team members, demonstrating firm commitment to talent development and career growth.

• Increased institutional effectiveness, reviewing daily staff performance, managing staffing needs, and developing forecasting models.

• Championed employee engagement as a component of identifying employee needs and developing assistance and recognition programs. Innovex Mortgage, June 2003 to November 2007

Manager, Mortgage Operations

Coordinated Mortgage Services roll out to LPL Advisors. Oversaw all critical functions of the pipeline. Managed routine operations and served as a frontline contact to handle customer escalations. Established and cultivated relationships with lending representatives, negotiating special pricing and exceptions when necessary.

• Created and introduced training manuals for specific roles within departments, formalizing processes and procedures.

• Improved customer service ratings by 40% between 2006 and 2007.

• Effectively reduced processing times by 45% in one year.

• Initiated a monthly performance evaluation, including call monitoring and coaching.

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