Ilene Lustigman

About Ilene Lustigman

DRIVING CHANGE FOR A CULTURE OF EXCELLENCE I am a Proactive, solution-focused Senior Operations Executive/Business Partner who combines inspirational leadership and process excellence to transform and grow business within insurance and other customer care settings. Throughout my career I have been a trusted leader who empowers and mobilizes teams, fosters collaboration, and clearly communicates and executes on shared vision and goals.I have extensive experience leveraging a service-oriented philosophy, Six Sigma training, and a continuous improvement mindset, ensuring that the voices of the client and employee are heard. I’m respected for creating a healthy culture that drives engagement, customer satisfaction, and operational excellence. Specialties include: Creating a Culture of Engagement | Delivering Quality Customer Experience | Driving Continuous Improvement | Collaborating for Excellence | Providing Thought Leadership | Strategic Planning | Tactical Planning | Execution | Operations Management | Quantitative Analysis | Financial Data Analysis | Program Management | Business Planning | Business Alignment | Roadmapping | Enterprise Change Management | Lean Six Sigma | Business Agility | Critical Thinking | Critical Analysis | Customer Relationship Management | Cross-functional Team Development | Leadership | Mentoring

Experience

1. Executive Director - Customer Operations

   NCCI

   Jan 2000 — Present · Boca Raton, FL, US

   Currently, culminating as Executive Director of Customer Operations. Developing, coaching, and managing a team of managers and senior business analysts to maximize call center efficiencies. Accountable for creating and executing strategic goals and objectives for the 60-person customer operations center. Applies Six Sigma principles to error-proof core processes and eliminate nonvalue-add activities. Won approval to implement corporate Salesforce CRM system that will further refine customer master and provide flexible access model for private portion of website. Built high-performance customer service center that answers 85% of all calls in 20 seconds or less, responds to all correspondence within one day of receipt, and issues preliminary responses to all email inquiries within two hours of receipt.

Education

• University of Florida

  BA, Political Science / Business Administration

Skills

• Operations Management
• Performance Management
• Crm
• Analysis
• Customer Retention
• Customer Relations
• Call Centers
• Communication
• Leadership
• Business Strategy
• Forecasting
• Business Analysis
• Inbound
• Program Management
• Product Management
• Account Management
• Change Management
• Call Center
• Management
• Team Building
• Cross-Functional Team Leadership
• Strategic Planning
• Six Sigma
• Customer Satisfaction
• Call Center Development
• Process Improvement
• Leadership Development
• Customer Experience
• Project Management
• Business Process Improvement
• Recruiting
• Customer Service
• Access
• Workforce Management
• Customer Relationship Management (Crm)
• Coaching
• Data Analysis
• Contact Centers
• Bpo
• Quality Assurance