Hello! I'm Lisa
I am an accomplished operations executive with expertise in leading organizational change to maximize business results. I specialize in providing, leadership, strategic planning and business optimization for Contact Centers, Non-profit, and For-profit organizations.
Lisa Bullen-Austin
EXECUTIVE CONSULTANT
Strategically rethinking and reinventing Service Delivery Strategies and Business Optimizations
Phone:
540-498-7043
Email:
Address:
Stafford, VA 22554
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EXPERIENCE
2016-Present
CEO
Vigilant Watch Integration Inc.
In my current position with Vigilant Watch Integration, I provide executive level leadership and guidance in the areas of operation assessments, re-engineering, audits, and strategic planning for over 30 non-profit organizations nationwide and companies consisting of budgets of up to $30M.
2010-2016
National Director, 2-1-1
United Way Worldwide
As the National Director of 211, I oversaw the strategic planning, organizational operations, and business development for over 240 national call centers that provided resources and information to families and individuals nationwide. I collaborated with national organizations to improve and expand services, as well as drive long-term growth and stability.
Computing Technologies Inc.
As a Program Director for Computing Technologies, I successfully managed a 150+ person Customer Contact Center focused on answering calls from retirees and pre-retirees regarding current and future benefits. I was responsible for reviewing and analyzing call trends, overseeing scheduling, and reviewing key performance metrics on a monthly basis to exceed annual goals.
2008-2010
Program Director
EDUCATION
2017
Certification
RCCSP CONTACT CENTER MANAGEMENT RE-CERTIFICATION
Certified comprehensive skills and knowledge necessary to manage a small, midsize, new, or challenged center. Tactical management responsibilities, from the most fundamental tasks of hiring, training, coaching, maintaining morale, forecasting, scheduling, and using performance metrics; all the way through quality assurance, cost management, strategy, and leadership
1993-1997
Bachelor's Degree
YORK UNIVERSITY
Psychology and Fine Art
1993
High School Diploma
ST. CLEMENT'S SCHOOL
St. Clement's School is an Anglican independent school for girls in Toronto, Ontario, Canada.
SKILLS
Cost and Budget Management
Process Improvements and Re-engineering
Team Development and Innovative Leadership
Conference Planning and Management
Strategic Planning and Facilitation
Proposal and Technical Writing
EXPERTISE
INNOVATOR
Oversaw the strategic planning, organizational operations, and business development for over 240 national call centers that provided resources and information to families and individuals nationwide. Collaborated with national organizations to improve and expand services, as well as drive long-term growth and stability.
FACILITATOR
Served as the lead facilitator and provided strategic leadership in designing a multi-day strategic planning session with stakeholders for non-profit and government clients. Produced final report and next steps with implementation plan.
LEADER
Lisa takes a vision and makes it reality through sound strategy development. An inspirational leader who tells stories that inspire action while at the same time is grounded in financial information that levers the business. Respected as a credible voice in decision making, finding strategic partners, and establishing governance boundaries, Lisa earns a seat at the table wherever she serves.