Rakel Swanson
Lindstrom
Summary
Exceedingly thorough Process Analyst with 24 years modifying ongoing business processes to achieve superlative results. Skilled at designing and applying process changes to improve efficiency and reduce costs, without detrimentally impacting ongoing operations. Documented provider of enhancements that improve both output and worker satisfaction.
Overview
23
23
years of professional experience
Work History
Lead Process Analyst
05.2022 - Current
- Improved process efficiency by analyzing workflows and identifying areas for optimization.
- Streamlined business operations through the development of comprehensive process maps and documentation.
- Reduced operational costs with thorough analysis of existing processes, recommending cost-effective changes.
- Increased customer satisfaction by implementing improved processes that addressed service delivery issues.
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
- Delivered successful process improvement initiatives, resulting in reduced cycle times and increased productivity.
Sales Success Center Sr. Lead
Lumen
09.2021 - 05.2022
- As a Sr Lead within the SSC, I am responsible for assisting with escalations that go above and beyond the knowledge of the SSC agent
- As a mentor to these agents, I will assist them with tracking down the resolution to the escalation
- I am a part of UATs with System and Product managers, attend calls with various system teams to ensure ongoing maintenance and understanding to the sales processes
- I assist and engage various employees to determine correct process paths and assist with documentation of sales processes.
Sales Success Center Lead
CenturyLink
07.2017 - 09.2021
- Prior to the Level 3 integration, the SIM organization was absorbed by the Sales Success Center model
- As a Sales Success Center Lead, I am tasked with handling escalations from the sales organizations around Legacy CenturyLink sales processes, systems and contractual processes
- I am an integral player involved in any process changes, changes and enhancements to sales systems and communication to the sales organization.
Lead Talent Development Consultant
CenturyLink
08.2013 - 01.2017
- Work with Sales Professionals on a daily basis to provide support for Legacy and Nationwide products, processes, systems, contracting and ordering; ensure all new employees have received sufficient training and provide ongoing training to support success; work with Sales Management to identify training and knowledge gaps.
Trainer II
CenturyLink
05.2010 - 08.2014
- Trainer supporting Ecare, Vendor Telesales and National CFS
- With the merger of Qwest and CenturyLink, the training role for these three groups was imperative
- With lots of face to face training with many different employees throughout the US, while learning the Ensemble systems and policies, and maintaining ongoing support for the Qwest side of the company.
Mass Markets Content/Strategic Product SME
Qwest
03.2010 - 05.2010
- Escalate MyAccount issues representatives are not able to resolve and escalate them to Tier II through Remedy; take customer feedback that is left on Qwest.com and resolve the customers issues; assist Talk to Us Twitter Group, Executive Office and Manager escalations relating to MyAccount concerns; update content through chat system LivePerson to ensure accuracy, develop new canned responses for new promotions or processes, add new content to assist representatives with providing important information to our customers in an effective manner; escalate or resolve any HSI issues for representatives; assist with DTV pricing and billing; along with VZW billing escalations.
Sales and Service Consultant-ECare
Qwest
07.2003 - 03.2010
- Live chat with customers via Click to Chat; assist with billing concerns, interview and offer Qwest services based on customer need; assist with navigation with Qwest.com; assist with creating MyAccount profile; troubleshoot any browser concerns that cause customers to experience difficulty with their HSI service.
Sales and Service Consultant-Consumer
Qwest
12.2000 - 07.2003
- Sold Qwest products and services to customers over the phone; provide billing explanation per customer request, interview and solve communication needs
Education
High School Diploma -
Annandale High School
Annandale, MNBachelor of Science - Applied Psychology
St Cloud State University
01.2000
Skills
- Team Player
- Facilitation skills
- Highly organized
- Multiple System SME
- Fast and Self learner
- Process Development and Documentation
Accomplishments
- PMI – Agile Certified Practitioner
- Develop and enhance sales processes for new and retention customers
- Facilitate meetings with Program, System and Product managers to clearly specify where sales are lacking in knowledge of systems and product processes.
- Improve sales and ordering processes to ensure a high success rate.
- UAT testing for new products and systems to ensure understanding from a sales perspective.
- Determine system and process gaps that restrict sales from reaching optimum sales goals.
- Develop systems enhancements with the goal that they benefit the company and sales force
Projects And Support
- Susan B Komen foundation supporter—run participant in the yearly run to support breast cancer research
- Active within the community regarding our youth and sports-member of the youth hockey board
- DECA supporter; actively assisting with DECA competitions for the past 2 years as an event judge
Timeline
Lead Process Analyst
05.2022 - Current
Sales Success Center Sr. Lead
Lumen
09.2021 - 05.2022
Sales Success Center Lead
CenturyLink
07.2017 - 09.2021
Lead Talent Development Consultant
CenturyLink
08.2013 - 01.2017
Trainer II
CenturyLink
05.2010 - 08.2014
Mass Markets Content/Strategic Product SME
Qwest
03.2010 - 05.2010
Sales and Service Consultant-ECare
Qwest
07.2003 - 03.2010
Sales and Service Consultant-Consumer
Qwest
12.2000 - 07.2003
High School Diploma -
Annandale High School
Bachelor of Science - Applied Psychology
St Cloud State University
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