Lea Grundler

About Lea Grundler

Positive operational Improvement and Transformation Leader with a highly distinguished 26 -year record of facilitating optimization strategies within a variety of industry sectors while inspiring teams to improve outcomes. Expertly plans, manages, and executes complex improvement initiatives and evaluates the impact of efforts in order to achieve the mission and vision of the organization. Known for driving cohesive alignment with corporate strategic plans, while focusing on profitability and sustainability through data analysis, insight, and process transformation. A highly engaged leader possessing significant experience directing organizational growth and employing an exceptionally rich and versatile skill set in Operations, Continuous Improvement, Customer Experience and Leadership Development. ALL to say : I work to find the strength in the team around me to leverage the best possible outcome for them individually, for the company and the customer. it is a focus on accountability, humility and growth mindset for all! Change Management • Coaching & Mentoring • Contact / Call Center Operations • Continuous Improvement (CI) Cost Reduction • Cost to Serve (CTS) • Cross-functional Collaboration • Customer Experience (CX) • Customer Service • Dashboard Development • Data Analysis • Data Quality • Diagnostic Analytics • Diversity, Equity & Inclusion • Driving Change Adoption Effectiveness • Employee Engagement & Retention • Excellent Written & Verbal Communication Skills • Influencing Skills • KPIs • Large Data Set Analysis • Leadership • Leadership Development • Lean Methodologies • Measuring Change Adoption • Negotiation Skills • Net Promoter Score (NPS) • Operational Assessments • Operations Management • Performance Management • Policies & Procedures Problem-solving • Process Improvement • Process Mapping & Optimization • Project & Program Management Quality Audits • Quality Control • Relationship Building • Resource Allocation • Root Cause Analysis • Service Quality • Team Building • Training & Development • Work-from-Home Model Experience

Experience

1. Senior Director of Operations

   ComplexCare Solutions

   Mar 2023 — Present · US

   Currently leading a 100% remote, 300+ person contact center team across multiple lines of business. Improved Margins 5% YOY, increased efficiency per employee over 100% over tenure, increased employee retention 169%, Implemented growth and development program leading to 80+ promotions within department and organization, created a culture of success and growth. Inovalon Enterprise DE & I Steering Committee Member

Education

• Frostburg State University

  BA | Bachelor of Arts, Business Administration | Marketing