Joyce Oliver

Background

About Joyce Oliver

I have extensive experience leading fast-paced environments in a variety of settings. In my current position with Cognizant Technologies, I serve a team of senior process executives in a business process outsource that span across the US, Philippines, and India. In this position, I’ve hired, trained, and onboarded leaders and customer service representatives. Additionally, I’ve created and managed quality assurance departments, created evaluation forms, and performance scorecards for both telephony and offline teams. I’ve been able to establish measurable goals and objectives that have resulted in multiple contact centers’ performance achieving the Center of Excellence Award. I bring a unique background to leadership, having had a 20+ year career in program management, logistics, technical support, and customer service. This has given me the ability to work with people of all ages, backgrounds, and a commitment to cultivating inclusive environments. I have years of experience successfully managing teams through change and growth in fast paced environments. I thrive in collaborative environments and am skilled at coaching teams to bring out their best efforts. When working with teams, I take a empowerment leadership approach and believe there is a direct relationship between the support I provide to my team and their ability to proactively exceed customer needs and expectations. Through effective communication, accountability, motivation, and investment in my leaders, I’ve driven outcomes with immense success, exceeding customer expectations and solidifying our value to the client we serve. I’m zealous about improving the customer experience by implementing programs that are aligned with current trends. My top priority is to enhance the customer experience by focusing on two key areas: training and timely feedback. Specialties: Organizational Development, Employee Relations, Talent Management, Leadership Effectiveness, Operations, Facilitation, Change Management, Customer Relations, Training, Development, Inventory Management. Proven track record of solid performance management/development, training and development skills, and staffing (interviewing/hiring recommendations). Excel at interpersonal communication skills. Facilitate resolution of difficult business situations through analytical and critical thinking skills. Microsoft Office (Word, Excel, PowerPoint, Outlook, Teams), SAP, Data Management, Analytics, Project Management, Salesforce, SUS, Talkdesk, Calabrio, Talview, CRM software, and Workday.