icp-acc cynthia ly
director, program and portfolio management
About
Dynamic Leader with 20 years of demonstrated success in designing and facilitating strategic planning process. Over 15 years of Contact Center Experience overseeing Bank, Insurance and Insurance Agency Contact Centers. Diverse background in Human Resources, Contact Center and Program & Project Management. Exceptional communicator with innate ability to translate business strategy into tactical plans, passion for focused, consistent and effective communication. Proven track history of high learning agility. Cynthia has successfully transitions into new organizations, hit the ground running and makes positive impact within short period. Dynamic coach with proven track history of developing, inspiring and empowering workforce to perform beyond their perceived potential.
united states
san antonio
financial services
leadership, change management, program management, process improvement, call centers, strategy, training, executive management, business process improvement, strategic planning, quality assurance, organizational development, team building, vendor management, instructional design, instructional technology, risk management, team leadership, performance consulting, coaching, performance improvement, cross functional team leadership, human resources, call center, contact centers, project management, integration, analysis, performance management, operations management, budgets, business analysis, requirements gathering, sharepoint, resource management, visio, data analysis, process engineering, policy, sdlc, outsourcing, continuous improvement, leadership development, operational excellence, management, insurance, banking, financial services
Experience
director, program and portfolio management
usaa
* Integration Program Management * Sales Governance Program Management * Sales and Service Strategy * Enterprise & Bank Program and Project Management
director, financial services contact center management - bank, insurance, and insurance agency
usaa
* Process improvements for Insurance Agency * Spearhead sales effectiveness in collaboration with Product Management, Forecast & Planning, Risk & Underwriting and Contact Center leaders * Integration of Contact Center Training / On-boarding and the Quality Assessment functions in collaboration with Business Partners * Coach, counselor, mentor and teacher for Contact Center teams. Leadership experience in building, managing and developing high-performing teams
director, 1st year employee experience for bank, insurance, nms and insurance agency
usaa
director, quality assurance - bank, insurance, nms and insurance agency
usaa
human resources, instructional designer and performance consultant
usaa
learning designer - human resources
cigna
Education
bloomsburg university of pennsylvania
bloomsburg university of pennsylvania
icp-acc cynthia ly's Contact Information
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