1. WORK EXPERIENCE
Bank of America March 1997 – Present
Senior Vice President; Business Operations Executive
MAY 2012
Workforce Management Executive
Lead contact center workforce management team responsible for optimizing
agent schedule alignment to customer demand. Team of 50+ is responsible
for creating a consistent customer wait time experience by using industry
best practices and state of the art tools to support 10,000 person contact cen-
ter environment. Integrated 6 independent workforce management teams
across 50+ internal and vendor locations to define, implement and audit best
practices. Maintain scheduling software supporting 20,000 frontline agents.
Support and lead projects that transform the business to adapt to evolving
customer needs and ensure end to end customer experience is captured,
measured and translated for tactical and strategic planning purposes.
PRESENT
AUGUST 2000
Contact Center Operations
Consulting and Education – Educate site leadership on key industry pro-
cesses including call routing, capacity planning, forecasting, workforce manage-
ment and reporting; educate decentralized work force to share best practices;
Co-led building and facilitating Contact Center certification programs
Call Delivery – Support, maintain and manage changes to call routing;
design and monitor routing plans for effectiveness; monitoring contact
center infrastructure for balanced performance, incident management and
business recovery
OCTOBER 2004
OCTOBER 2004
Measurement and Reporting
• Collaborated with technology to extract key contact center data sources
into a centralized data mart ensuring consistent metrics and calculations
across enterprise
• Built audits and reconciliations to ensure data integrity in all data sources
used for reporting
• Designed and implemented web based reporting to support variety of
consumers including but not limited to factual reports, interpretive reporting
and incentive programs
• Built team of business analysts responsible for translating business desires
into software requirements, building test plans, User Acceptance Testing,
education, reference guides, communications and implementation plans
MAY 2012
LISA FLOYD
EDUCATION
Graduated December 2003
University of North Carolina Charlotte
Bachelor of Business Administration
ABOUT ME
I started my career in the contact center
industry as a customer service phone repre-
sentative in 1997. From there, I moved to the
the supervisor desk, forecasting and schedul-
ing of our locally managed call center. When
our company merged, I moved to Charlotte
to move through a rotational program aimed
at learning the operations of a contact center.
My resume starts from there.
CONTACT
502 Geary Street NW
Concord, NC 28017
704.641.1121
charlottefloyds@aol.com
ADDRESSPHONEEMAIL
SKILLS
Business
Integration
Process
Design
Operational
Efficiency