LISA M. GRAY11400 Greenbrooke CourtGlen Allen, VA 23060

lmginric@gmail.com Home 804.747.0764Mobile 804.980.1956

dcuFooter

SUMMARYPASSIONATE OPERATIONS MANAGER with a proven track record of leading teams to process improvements by methodical and consistent problem solving exercises. Customer focused leader skilled in seeing the big picture who loves driving others to understanding the point of value for the customer and their role in the end to end value chain. Uplifting motivator who enjoys cultivating an engaged team by recognizing individual strengths, fostering teamwork and developing Associates for the next level.

Ten years of Operations and Call Center Management experience Creative motivator comfortable with leading or collaborating Competent, reliable and committed leader with a proven record of success in assuming increasing levels of responsibility Results-oriented individual highly motivated to provide solutions, build relationships and maximize productivity Articulate and professional communicator effective in providing feedback in written and oral presentation Proficient at recruiting, hiring and developing internal talent and promoting from within Compliance focused and timely in analyzing trends in performance data and adjusting standards to ensure success

EXPERIENCECapital One Bank, Glen Allen, VA 5.28.2013 – 12.19.15Retail Bank Loan Operations Manager Direct accountability for two Supervisors and the Booking & Funding Team responsible for providing Small Business owners and Private Banking clients access to funds. Dramatically improved Associate morale and delivered the highest Associate engagement scores in the line of business in 2013. Led team through GEMBA (a LEAN Systems Program) which integrates visual management with an eight-step problem solving method resulting in Coordinator Level Associates passionate about collaborating and proposing solutions to operational issues to deliver an improved customer experience.

Led team to meet all Service Level Agreements (SLA) and Quality benchmarks for 2013 and 2014 consecutively Built relationships with our sales partners to achieve an increase in the banker satisfaction score for the entire value chain Implemented creative low cost morale boosters to ensure Associates feel valued while keeping expenses in budget Completed Change Well documentation to manage the integration of Private Banking loans into our existing booking and

funding process Led Automation Reject Project by creating a deck that illustrated the costs to the Customer, Associate and Shareholder

which as a result got IT prioritization resulting in a 90-day resolution plan to solve issues that impacted multiple teams and sales financial reporting for the entire Small Business Banking line of business in Retail Bank

Saint Mary’s Catholic School, Richmond, VA 2004 - 2013Kindergarten Instructional Assistant

Stay at Home Mom 2000 - 2004

First North American National Bank, Richmond, VA 1998 - 2000Customer Service Call Center Manager Direct management of five call center Supervisors and their teams consisting of one hundred twenty-five call center representatives. Led project management team responsible for completing work flow analysis of every departmental process resulting in a graphical user interface to streamline account navigation, decrease call handling time and reduce new hire training time and cost. Analyzed production reports to compare performance results to projected goals and identify trends and opportunities for improvement. Coached and developed Supervisors and Assistant Supervisors for the next level of management. Interviewed and hired management trainees from Virginia Tech while representing company during on-campus recruiting. Implemented behavioral interviewing techniques to make successful hiring decisions for a variety of call center positions including supervisory roles.

LISA M. GRAY lmginric@gmail.com Page 2

Achieved top ranked customer service team as determined by performance efficiency matrices of calls answered and talk time Decreased call escalation to a supervisor by 33% through hands on coaching and development of associates Increased customer retention as evidenced by a 10% decrease in account closures Generated timely and effective performance feedback by exceeding corporate performance appraisal standards Revitalized an employee incentive program which increased individual motivation resulting in overall team success

Wachovia Bank, formerly Central Fidelity National Bank, Richmond, VA 1996 - 1998Bank Card Collections Manager – Loss ControlDirect management of Front End Collections Department consisting of inbound and outbound calling teams comprised of a two Front Line Supervisors and fifty Account Managers. Accountable for over limit and early cycle delinquent credit card, equity line and overdraft protection products consisting of roughly 20,000 accounts with balances in excess of $60 million dollars. Managed EIS Centenium Predictive Dialer to ensure maximum outbound production. Implemented Beta Testing for Telecorp Products Automated Call Distribution (ACD) Management Reporting System for improved inbound service levels.

Re-engineered unit and initiated aggressive strategies resulting in a 50% reduction in the abandon rate in conjunction with a 28% increase in outbound contact rate

Managed departmental operating budget of 1.7 million dollars. Implemented effective change management techniques to gain the respect and confidence of associates faced with tremendous

operational changes. Introduced Performance Management Plan which provided account managers with timely performance feedback in conjunction

with a creative, energetic contest which improved moral and creative successful cohesive teams.

Capital One Financial Corporation, Richmond, VA 1992 - 1996Risk Operations Manager– Skiptrace Unit Coordinator 1994 – 1996

Supervised, coached and developed 25-30 credit collector positions. Designed and implemented successful skiptrace unit in a staged delinquency environment. Developed product and balance specific matrices to ensure adequate and timely account development and queue rotation. Prepared and analyzed daily and monthly individual and unit performance data. Created and conducted bi-weekly study and discussion group meetings “Sharpen the Saw” to foster individual development and improve team unity. Designed creative recognition contests to supplement incentive and compensation structure to motivate increased productivity.

Front Line Manager – BankCard Collections Department 1992 – 1994Supervised 15-20 credit collector positions. Conducted silent monitoring and side-by-side reviews to evaluate performance and coach and develop to higher levels of productivity. Provided timely feedback and wrote and reviewed annual performance appraisals of direct reports. Organized use of part-time work force as a unique and targeted labor resource. Projected staffing needs and interviewed potential candidates. Contributed to departmental work flow mapping process.

EDUCATION

Virginia Tech, Blacksburg, VA 1988 -1992B.A. Communication Studies-Broadcast Journalism & Marketing

Writer Collegiate Times Campus NewspaperDual Internship, WVTF Public Radio- News Reporter and Marketing – Offered full-time Marketing position upon graduationExecutive Committee, Alpha Phi International Fraternity- Chapter Promotions ChairRush Committee, Alpha Phi International Fraternity- Chaplin & Master of Initiation