Lisa Diener

About Lisa Diener

20+ years experience in Call Center Operations within various departments including Customer Service, Credit Operations and Employee Relations - Project Management experience - HR Information Systems (PeopleSoft, Case Mgmt tools)- Reporting & Analysis - Severance - Strong relationship building skills - Call Center technology (Avaya products, WFM tools)- Systems implementationSpecialties: Call Center Operations, Forecasting, Scheduling, Reporting, Data Analysis, Manage Severance Process (End to End), People Leader, Project Management, HR Information Systems, Case Management Systems, PeopleSoft

Experience

1. Manager - Global HR Service Delivery

   American Express

   Sep 2021 — Present

Education

• University of Phoenix

  BS, Business Management

  2004 — 2008

Skills

• Team Leadership
• Human Resources
• Process Scheduler
• Leadership
• Building Relationships
• Business Process Improvement
• Management
• Team Building
• Leadership Development
• Time Management
• Avaya
• Re-Engineering
• Call Center
• Credit Cards
• Forecasting
• Customer Retention
• Customer Service
• Strategy
• Vendor Management
• Peoplesoft
• Call Centers
• Strategic Planning
• Employee Relations
• Cross-Functional Team Leadership
• Business Strategy
• Business Analysis
• Project Management
• Workforce Management
• Change Management
• Hris
• Training
• Customer Satisfaction
• Relationship Management
• Outsourcing
• Operations Management
• Coaching
• Call Center Technology
• Data Analysis
• Customer Experience
• Employee Benefits