Lucy Bowdrie

Background

About Lucy Bowdrie

Experienced people manager with extensive experience in Customer Service and Call Center Operations. Reputation for exceptional customer service and process improvement/ solutions orientation meeting or exceeding deadlines/turnaround times. Background in the utility industry; health insurance industry; COBRA Administration and human capital management industry. Oversight of operations and human resource assets and process improvement skills resulted in documented growth/efficiencies/savings. 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 problem-solving skills. Project management/ coordination experience with new client business implementations as well as call center ACD technology including requirement gathering, test case design/execution, call flow design, call routing/IVR scripting and metric reporting. Researched and developed productivity measurements as well as metric reporting standards /tools to meet contractual obligations and key performance objectives. Adept at developing and delivering training for new systems/software and assisting stakeholders with incorporation into business and performance management processes Knowledgeable about Automated call distribution (ACD) phone/call management systems (CMS)/ performance monitoring, recording, and reporting software/tools such as Interactive Intelligence (I3), NICE, CentreVu, CMS, Avaya, Aspect; including training of staff on products. Extensive experience with implementing automatic call distributor (ACD) phone systems and /IVR's (integrated voice response systems) for call centers. Skilled in Microsoft Office (Word, Excel, PowerPoint), Visio, Outlook