lori stevens cv visual exceptional leader
TRANSCRIPT
EXPEDIA INC Director of Lodging Content Operations
MICROSOFT Sr. Group Manager, Service Delivery Group Manager, Service Delivery
T-MOBILE Sr. Manager, National Quality Operations Manager, Customer Care
WASHINGTON MUTUAL Director of Training & Development Operations Manager, Customer Care
SO, YOU’RE SEARCHING FOR AN EXCEPTIONAL LEADER... WHAT ARE THE QUALITIES YOU LOOK FOR IN CREATING YOUR TEAM?
EXPERIENCE Need someone with a proven
record of achievement?
LEADERSHIP Need an inspirational leader
who can drive change?
CREATIVITY Looking for a status-quo
challenging thought leader?
RESULTS Want to see green scorecards
and customer wins?
Yes! Of course! Obviously! Absolutely! Show me something good.
20
01
-
20
06
-
20
07
- 2
01
4
-
20
06
20
07
20
14
P
RE
SE
NT
Responsible for the leading and development of local, regional and global teams, ranging from 5 directs to 25 directs.
Track record of exceptional employee health index scores while driving innovation, change and high performance.
Developed and implemented key talent high potential program driving employee satisfaction, bench and employee development, globally.
4x High Potential Leader with Microsoft & awarded Great People, Great Performance and Excellence in Execu-tion awards. Honored twice as Values & Results leader with T-Mobile and twice as Premier Leadership winner with WaMu.
Hmm. I’m interested. Tell me more.
$3.2M in savings for 2014 driven by 23% improvement
in labor time.
$3M in savings realized through
reduced MPI via tools automation and agent process optimization.
Increased customer satisfaction by 15% & increased customer solve rates by 10%.
Reduced learning durations by up to 65%, while increas-
ing agent speed to competency by 50%.
92% employee health index average.
She’s sounding like a great fit.
We should talk so I can learn more.
Lori Stevens
425-218-4221
https://www.linkedin.com/in/lori-stevens-096864
People Development
Call Center Experience
Vendor Management
Service Delivery
Leadership Training & Development
Strategic Planning
Business Process Improvement
Cross-functional Leadership
Leading Teams
Continuous Improvement
21
15
15
15
10
10
12
10
21
12
COMPETENCIES & YEARS OF EXPERIENCE