Leslie Dinwiddie
Kansas City
Summary
Results driven, curious and invested in bringing my best every day, I enjoy collaborating with team members and strive to create an environment where others are empowered to make decisions and contribute towards a common goal.
Overview
21
21
years of professional experience
Work History
Sr. Manager
Liveops Inc
07.2019 - Current
- Responsible for hiring, training and monitoring Client Results hourly and salaried staff
- Leading a team of 10 direct reports who are responsible for ongoing training to increase KPI attainment and quality initiatives with deliverables due to the client
- Responsible for daily client reporting of key performance indicators (KPIs)
- Responsible for creating and presenting Monthly and Quarterly Business Review data to client
- Continuous monitoring of agent performance, CSAT and quality and management of agent performance including removal decisions
- Daily, weekly and monthly monitoring of client staffing needs in a partner network with a universal queue
- Collaborating with Client Results Director to meet program KPIs, planning and forecasting program revenue and penalty assessment
- Collaborating with client and partner vendors for KPI and staffing attainment
Audit Analyst
Liveops Inc
07.2018 - 07.2019
- Responsible for weekly reporting of agent quality scores for payroll support client, roadside assistance client, and various retail clients
- Trend analysis to determine areas for improvement and agent behavior
- Training and overseeing agent audit program, monitoring agent auditor performance for payroll support client, roadside assistance client and various retail clients
- Calibrating agent auditor scoring with client scoring guidelines
Community Services Representative
Liveops Inc
11.2016 - 07.2018
- Facilitated agent communication in live chat, messaging system and by phone to support client KPIs
- Facilitating conference calls for agent education and upskilling
- Escalated program and call center issues to ensure client KPIs were met consistently
- Researched agent inquiries and assisted with agent account updates
- Collaborated with cross functional teams to ensure client and agent needs were met
Independent Contractor
Liveops Inc
04.2014 - 11.2016
- Provided phone services for Direct Response clients
- Provided phone services for food service client
- Provided services for retail client via phone, email and call quality auditing
Board Certified Orthodontic Assistant
Patricia Boice, DDS, MS
04.2002 - 03.2011
- Board certified with the Dental Assisting National Board 2004
- Certified with the State of Missouri in Expanded Functions in 2005
Treatment coordinator
01.2007 - 01.2011
- Responsible for preparing diagnostic models and records so the doctor could create treatment plans, relaying information to other doctors and the patient/parent/guardian related to treatment planning
- Responsible for chairside application of orthodontic appliances and patient education
- Responsible for training other orthodontic assistants for office duties including laboratory procedures, diagnostics, treatment planning and chairside assisting
Education
Vocal Music, English
Missouri Western State University
St. Joseph, MO2000
Skills
- High Level of Oral and Written Communication Skills
- Team Building and Mentorship
- High Level Attention to Detail
- Passion for Quality Results and Delivering Exceptional Service
- Well Developed Listening Skills
Timeline
Sr. Manager
Liveops Inc
07.2019 - Current
Audit Analyst
Liveops Inc
07.2018 - 07.2019
Community Services Representative
Liveops Inc
11.2016 - 07.2018
Independent Contractor
Liveops Inc
04.2014 - 11.2016
Treatment coordinator
01.2007 - 01.2011
Board Certified Orthodontic Assistant
Patricia Boice, DDS, MS
04.2002 - 03.2011
Vocal Music, English
Missouri Western State University
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