Lori Thompson

Richmond, KY *****

adzro0@r.postjobfree.com

+1-859-***-****

Knowledgeable Service Manager/Call Center Manager with 20 years of experience in directing work operations and identifying best people for job. Excellent listener, asking questions, and understanding requirements and concerns. Assess performance work crews and run profitable operations by assessing relative costs and benefits for service delivery. Work Experience

Operations Manager

Wright of KY - Lexington, KY

August 2021 to Present

Managed up to 46 field and office personnel

Provided remote coaching and training

Coaching /Training agents to ensure KPI's are met

Reviewed analyses, reporting, KPIs, and operational metrics Managed budget

Work with clients to ensure satisfaction

Performed individual and group training in person and virtually Create deliver AIP’s and PIP’s

Develop Process and Procedures to ensure customer satisfaction Effective Time Management skills with the ability to prioritize duties Problem Solving

CRC Manager/Aeroteck

Amazon - Lexington, KY

January 2021 to August 2021

Managed up to 30 call center direct reports

Provided remote coaching and training

Monitored inbound and outbound call stats

Coaching /Training agents to ensure KPI's are met

Provide remote training/coaching when necessary

Experience with Covid leaves and processes

Reviewed analyses, reporting, KPIs, and operational metrics Monitored team and call metrics, making recommendations and report Performed individual and group training in person and virtually Create deliver AIP’s and PIP’s

Effective Time Management skills with the ability to prioritize duties Problem Solving

Service Manager/Contact Center Manager, Comfort Heating and Air, Jan 2018 - Nov 2020, Lexington, KY

Supervised and Managed 10-13 Journeyman HVAC technicians Familiar with FMLA, ADA, short term and long term disability Monitored technician's productivity and efficiency Verified and approved payroll

Performed truck and job site instructions

Monitor technician average ticket, notes and ensuring detailed notes in each ticket Coached technician's on IAQ (Remote coaching done when needed)

Create budget and work to meet/exceed budget

Trained technician's on Service Titan

Created daily and on call schedules

As Call Center manager

Managed up to 30 call center direct reports

Provided in office coaching as well as remote coaching for agents that worked after hours, weekends, and at other sites at least one time per week (more if needed) Monitored inbound and outbound call volume

Created KPI's and coached agents to ensure KPI's are met Assisted in set up Service Titan

Virtual training for call center agents on Service Titan Created procedures for front line agents

Monitored and approved payroll

Created schedules

Ran monthly credit card bills

Managed and reviewed daily CRM reports

Created action plans for high-volume periods

Reviewed analyses, reporting, KPIs, and operational metrics Managed billing and customer service team processes Coordinated and oversaw training of new customer service team members Assisted with ongoing management of systems and processes to improve customer service rating Monitored team and call metrics, making recommendations and report Created training plan

Worked in WFM to ensure scheduling, adherence and attendance accurately tracked Performed individual and group training in person and virtually Create deliver AIP’s and PIP’s

Hired and Fired Employees

Forecasting call volume

Focus on employee retention and attrition percentages Determined if an employee is a good fit for the company or not. If an employee is a good fit, coach the agent up. If an employee is not a good fit, letting employee know company will be going in a different direction

Dispatch Lead

Fayette Heating and Air - Lexington, KY

July 2014 to January 2019

Overseen dispatchers in call center setting

Managed up to 35 Direct Reports in 2 locations

Provided coaching in person to local office

Provided remote coaching via conference call or video sharing for agents that were not in the Lexington office

Created and Provided monthly PMO’s and feedback sessions in one at one and group setting Provided In person and remote Training

Trained dispatchers on assigning right call to the right technicians Wrote processes to ensure hold tickets are worked daily Managed daily tasks consistently and sought out opportunities to go beyond requirements and support business targets

Created process to prevent overbooking

Managed daily tasks consistently and sought out opportunities to go beyond requirements and support business targets

Assigned phone skill set’s

Create and deliver AIP’s and PIP’s

Hiring/Firing

Responsible for attrition and ensuring right person is in the right position. If an employee isn’t a good fit, make decision if should move the employee within the company or let the employee go Customer Service Manager/Logistics Manager

Ferrellgas - Winchester, KY

May 2008 to April 2014

Overseen CSR's in 5 remote locations (30 to 35 agents in total) Provided one on one coaching/feedback weekly with each CSR. Agents in the Lexington area were trained in coached in person. CSR’s outside of the Lexington area were coached and trained via phone or screensharing

Managed and reviewed daily CRM reports

Created action plans for high-volume periods

Reviewed analyses, reporting, KPIs, and operational metrics Managed billing and customer service team processes Coordinated and oversaw training of new customer service team members Assisted with ongoing management of systems and processes to improve customer service rating Monitored team and call metrics, making recommendations and report Logistics Manager

Managed 20 drivers in different locations (90% remote management) Overseen routes for Ky, West Virginia, Virginia, Indiana and Tennessee created daily routes for delivery drivers

Ensured all DOT regulations were followed

Assigned phone skill set’s

Create and deliver AIP’s and PIP’s

Hiring/Firing

EDS-Call Center Manger

October 2000 to May 2008

Managed up to 30 call center direct reports

Provided remote coaching and training

Monitored inbound and outbound call stats

Coaching /Training agents to ensure KPI's are met

Provide remote training/coaching when necessary

Experience with Covid leaves and processes

Reviewed analyses, reporting, KPIs, and operational metrics Monitored team and call metrics, making recommendations and report Performed individual and group training in person and virtually Create deliver AIP’s and PIP’s

Effective Time Management skills with the ability to prioritize duties Problem Solving

EDS Call Center Team Lead

October 2000 to October 2000

Provided technical support to floor agents

Performed Quality Evaluations on each agent

Trained agents on new processes procedures

Monitored queue to determine if need to change agents skillset EDS Call Center Agent

Hewlett Packard

June 2000 to October 2000

Received inbound calls

Provided technical support for Hewlett Packard computers Consistently Achieved Monthly KPI’s

Education

High School Diploma in George Rogers Clark

Morehead State University - Morehead, KY

May 1989

Skills

• Customer Service excellence Service metrics tracking Service call oversight Create Service Routes

Service delivery optimization Service Management, experience with different leave types, great multi-tasker, experience with case management across different, been in position of confidentiality, experience with MS Word, Excel, Outlook and Power Point and Manager consultation

• Team Management

• CRM Software

• Workforce Management

• Forecasting

• Project Management

• Technical Support

• Operations Management

• Management

• Plumbing

• Recruiting

• SAP

• Process Improvement

• Strategic Planning

• Statistics

• Budgeting

• Logistics

• IVR

• Google Suite

• Leadership

• Communication skills

• Live chat

• Quality control

• Quality assurance

• Customer service

• Microsoft Office

• Mobile applications

• Analysis skills

• Computer literacy

• Computer skills

• Microsoft Outlook

• Microsoft Excel

• Microsoft Powerpoint

• Supervising experience

• Sales

• Data collection

• Salesforce

• Avaya

• P&L Management

• Financial acumen

• Internet of things

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