Tara Lentz

About Tara Lentz

Results-focused, inquisitive, and visionary professional with 24+ years of experience in leading high-growth teams, implementing forward-thinking directions to global, operational, and cross-functional efforts across multiple lines of business with attention to detail for operational excellence. Versatile, servant leader with motivation to further career by showcasing competency in end-to-end growth strategy development, program and project execution, and workflow management. Self-driven individual with background in community development, contact center operations, and business performance management. Proven track record of influencing stakeholders at all levels while maintaining strong relationships, navigating ambiguity and making fiscally positive business decisions. I am open to networking. You can reach me here or via t••••••••@me.com. Expertise: Growth Strategy Development, Program & Project Execution, Workflow Management, Community Development, Community Management, Community Engagement, Technical Proficiency, Customer/User Experience, Stakeholder/Partner Relations, Business Development, Action Plan Development, Needs Assessment, Decision Support, Regulatory & Legal Process Compliance, Data Analytics, Performance Optimization, Resource Maximization, Quality Assurance, Issue Resolution, Feedback Management, Tool & System Enhancement, Continuous Improvement, Task Delegation

Experience

1. Area Manager

   Apple

   Apr 2021 — Present · US

   Oversee operational efficiency and effectiveness of contact center operations and process-improvement- Oversee business operations of 100+ staff with annual budget of ~$10M+ to exceed business performance standards and targets year over (i.e. service levels, efficiency, customer satisfaction, agent utilization & occupancy)- Cultivated trusting relationships & provided direction with global cross-functional stakeholders & partners. Stakeholders include Readiness, Regional cross-functional teams, HR, Executive Leadership, Real-Time Operations, Work Force management, Data Analytics, Engineering, Business insights & more- Deep focus on operational optimization. Identified gap, developed global strategy & implementation to support Customer’s during difficult time of need related to a passing associated with an account holder. Negotiated strategic implementation, successfully aligned workflows & coordinated global roll-out. Reduced transfers, handle times and improved customer experience- Strategically implemented large-scale, cross-functional & cross-platform global program changes reducing redundancy in both the internal & external user experience, resulting in outbound minutes reduction of 31%, annual fiscal savings of $1.3 million & achieve service level targets- Systematized legislation rapid response framework & workflows to meet regulatory compliance- Program Expansion: Lead establishment of Spanish support expansion- Partnered to developed comprehensive global reporting capabilities to optimize efficiency and improve overall data analysis functionality, ensuring strategic plans were based on data validated action plans- Regularly develop and deliver updates in WBR, QBR & ABRs- Oversaw operational efficiency enhancements aimed at decreasing dependency on internal-only workflows for productivity, including workflow changes & tool dependency reduction- Exposure into Vendor Management Operations & accountability to paid-for-performance measurements

Education

• University of South Florida

  Business

• Gwinnett Technical College

  Programming

  2010 — 2012

Skills

• Project Management
• Communication
• Detail Oriented
• Process Improvement
• Leadership
• Quality Improvement
• Software Documentation
• Team Building
• Testing
• Troubleshooting
• Analysis
• Call Centers
• Quality Assurance
• Ios
• Software Quality Assurance
• Customer Service
• Technical Support
• Management
• Os X
• Team Leadership
• Customer Satisfaction
• Microsoft Office