Lori Ann Joseph

Parker, CO 80134

303-210-1855
lajoseph314@yahoo.com
https://www.linkedin.com/in/lorijoseph
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Call Center Operations Management
Top performing operations manager with diversified experience. Advanced on the job skills in the banking,
ecommerce, health emergency service, insurance, retail and telecommunication industries. Proven team builder
with solid training, motivational and management skills. Skilled in relationship building with all levels of staff,
peers, management and clients. Demonstrates broad-based strengths and accomplishments in:
Call Center Management - Project Management - Productivity Improvement - Mergers and Acquisitions - Fraud
Investigations - Billing Operations - Credit Analysis and Collections - Customer Service and Sales Support Quality Assurance Workforce Management - Training and Development - Work Simplification and Procedures
Development and Implementation

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Professional Experience
Food Service Warehouse, Englewood, CO

June 2015 February 2016

Director of Customer Service 2015 2016

Direct a team of Supervisors and Customer Service and Sales Support Representatives who are responsible
for all post sales activity. Accountable for inbound and outbound calls, chats and ticketing process activities.
Ensure staffing levels meet or exceed the volume levels and sustain customer satisfaction. Establish
opportunities to improve customer service while focusing on employee development. Identify and initiate
strategies to increase sales and improve customer satisfaction.

Improve processes to eliminate repeat calls and promote first call resolution reducing call volume by
25%.
Reduce the days outstanding for working and closing tickets from 22 days down to 5 working days.
Enhance customer survey to provide relevant feedback to improve the customer satisfaction from
dissatisfied results of 47% to less than 16% in first six months.
Establish processes and database for team methods and procedures that is incorporated into new
hire training and ongoing employee development.
Revise chat process to enable team to provide quality customer service and timely resolution.

SPRINT COMMUNICATIONS, Lone Tree, CO

Sept. 2002 Dec. 2014

Fraud Operations Manager 2006 - 2014

Managed a staff of Supervisors, Specialists and Fraud Representatives who were responsible for mitigating
fraudulent risks for customers and the corporation. Responsible for teams located in Colorado and Kansas to
ensure metrics were achieved on a daily basis. Analyzed and developed strategic plans to incorporate best
practices within the organization.

Improved service levels from 45% to our current level of 94.6% in less than a year of taking over the
team.
Increased departmental accessibility average from 77% in 2006 to 99% in 2007.
Established new hire onboarding process and training modules to ensure employee competency within
four weeks of hire date.
Developed and implemented a quality assurance program for front-line representatives.
Fostered strong relationships with Care, Collections, National Sales Support and Payment Operations to
promote and influence decisions to improve the customer experience.
Improved the customer experience with the new architecture of the IVR, Cisco UCCE Disaster Routing
and Virtualization.

Lori A. Joseph
303-210-1855
Page Two
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SPRINT NEXTEL COMMUNICATIONS, Lone Tree, CO
Collections Manager 2002 - 2006
Managed a staff of six supervisors and 95 Collections Representatives that collected an average of $8M on a
monthly basis. Monitored the daily operations and analyzed staffing requirements to maintain a healthy balance
of inbound and outbound call volumes that mitigated the risk of bad debt percentage to revenue.

Identified areas of opportunity to improve the customer experience and enhanced employee satisfaction
by monitoring and interacting with all stakeholders.
Initiated a Work-At-Home project that enhanced operational efficiencies, contingency plans, and improved
employee morale.
Implemented a one call resolution strategy that reduced call transfer to Customer Care by 50%.
Analyzed and forecasted inbound calls to ensure adequate staffing levels were in place in order to
achieve the service level goal of 70%-80%.
Improved Employee Satisfaction Surveys from 58% in 2002 to 72% in 2004.

SAFECO INSURANCE, Golden, Co

1998 - 2002

Quality Assurance and Operations Unit Manager - 2002- 2002

Managed a staff of 25 Quality Assurance and Operations Specialists supporting the development and
performance of 350 employees in the call center. Analyzed daily and monthly call volume to ensure optimal
staffing levels. Scheduled and coordinated training; identified additional training and staffing requirements to
ensure productivity and quality goals were met.

Project Manager in the transition and migration of new call center initiative from one to four sites.
Exceeded call center service level goals averaging 89% versus 80% target.
Decreased sick time from 36% to 22% monthly.
Reduced staff attrition from 39% to 28% in 2001.

Claims and Customer Service Unit Manager 1998 - 2002

Developed and managed staff of 60 Insurance Claims/Sales Representatives and trainers. Prepared and
analyzed yearly budget; maintained a $4M monthly expense reporting. Participated in the development of new
call center initiatives. Represented departmental issues and concerns to Regional Claims offices in order to
improve overall communication and workflow process between the call center and SAFECO Insurance
enterprises.

Continually held team lead in quality assurance scores with an average of 96%.
Created and implemented a regional Quality Assurance program to ensure customers needs were met:
reduced 35% error rated on new claims to 14%.
Formulated and executed a training program that was subsequently implemented for all call centers
company wide.

Education, Professional Development and Training

Masters in Professional Applied Communication, Denver University - Denver, CO
BA Business Administration, University of Phoenix - Denver, CO

Technology Skills
Proficient on and with UCCE Cisco Call Center Solutions Virtual Routing and Reporting tools, Exony, Interactive
Business Client, IEX Scheduling Software, Verint (Witness), Avaya CenterVu and Davox Predictive Dialer
System, Symposium and Salesforce.