Bike

Lifestyle

Moto & Powersports

Outdoor

Snow

Surf

Yoga

Mountain biking

Snowboarding

Surfing

Hiking

Senior Manager – Customer Contact Center Quality Assurance and Process Improvement 

Management professional with twelve years of strategic planning, financial analysis and leadership experience. Proven ability to successfully manage teams and large, complex strategy and operational efficiency projects that deliver significant productivity and cost improvements. Passion for an active outdoor lifestyle including mountain biking, surfing, snowboarding, yoga and hiking.

Lead a team of 30+ supervisors and individuals responsible for the the Quality Aussurance (QA), Customer Satisfaction, Absence Management functions and the Work at Home program within the SCE Customer Contact Center


Direct a division support organization responsible for long-term resource planning for frontline customer service operations. Recruit, manage, mentor, and professionally develop a resource management and planning team of professionals and transform team by defining client service levels, clearly define roles/responsibilities, and work with key partners to define processes and handoffs between clients and key stakeholders.  


Senior Manager – Customer Service Resource Management & Planning

Lead project manager and thought leader on the Corporate Operational Efficiency initiative to drive live operational efficiencies will not sacrificing customer satisfaction. Worked closely with IT, finance, operations capacity planning and with over 20 leads on 30+ initiatives to identify, conduct analysis and develop plans to achieve $27M in savings over two years. Identified savings by year, funding type, and FTE impacts, as well as, key risks, dependencies and investment needs. Project resulted in approval by SCE leadership, implementation and realization of the $27M in savings.



Senior Project Manager – Customer Service Business Planning

Find out detailed information about Lisa Pacheco, Senior Manager – Customer Contact Center Quality Assurance and Process Improvement  in Orange County, CA

Lisa Pacheco: Senior Manager – Customer Contact Center Quality Assurance and Process Improvement in Orange County, CA

Lisa Pacheco

Southern California Edison

Southern California Edison

Southern California Edison

University of California Irvine, The Paul Merage School of Business

University of California San Diego