Lora Johnson
Los Angeles,CA
Summary
Senior project manager bringing highly credible technical leadership to direct multi-functional project teams engaged in full system development and implementation in high tech environments. Experienced overseeing diverse teams of developers, analysts and quality professionals engaged in complex projects. Solid understanding of project management tools. Project management professional and certified in agile methodology.
Overview
12
12
years of professional experience
Work History
Lead Enterprise Architect for Contact Center
Northwestern Mutual Financial Services
Remote
11.2021 - 06.2024
- Oversaw and Assisted the re-engineering of systems and/or positions
- Mentored team members to foster skills in customer interaction and technical solutions
- Designed workflows to enhance operational efficiency and service satisfaction
- Evaluated and implemented innovative solutions to optimize business system's effectiveness
- Developed customized training documentation to support consistent service delivery
- Created procedures and frameworks to guarantee that departmental activities, services, and processes are fully integrated
- Optimized workflows to enhance the speed and quality of issue resolution
- Enhanced the advantages of automating departmental tasks and satisfy customer/user demands
- Created detailed documentation to promote consistency in customer support processes
- Implemented enhancements to customer-facing systems and workflows
- Developed strategies to improve customer satisfaction through process improvements
- Documented key system updates to ensure transparency and operational alignment
Lead Unified Communications Architect (Contact Center)
Optum (Formerly Healthcare Partners)
El Segundo, CA
04.2018 - 11.2021
- Developed training materials for new and existing staff members on call handling procedures, policies, and customer service techniques.
- Delivered constructive call process feedback.
- Implemented successful business strategies to increase revenue and target new markets.
- Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
- Recognized by management for providing exceptional customer service.
- Completed day-to-day duties accurately and efficiently.
Network Engineer L4 (Specializing in Contact Center)
Vector USA
Torrance, CA
05.2017 - 03.2018
- Optimized, improved, expanded and upgraded network capabilities and connectivity through network monitoring tools.
- Implemented, tested, validated and maintained networking services according to solution designs.
- Created documentation detailing all aspects of the network infrastructure and its configuration.
- Participated in disaster recovery planning, implementation, and testing to ensure business continuity.
- Worked with cross-functional teams to achieve goals.
Sr. Contact Center Engineer (Contract, Insight Global)
Healthcare Partners
Torrance, CA
03.2016 - 05.2017
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Assisted with customer requests and answered questions to improve satisfaction.
Sr. UCCE Engineer
Dimension Data
Remote
08.2012 - 02.2016
- Resolved complex technical issues related to telecom systems quickly and efficiently.
- Provided guidance and mentorship to junior engineers working in the same team.
- Handled multiple simultaneous deployment projects against strict deadlines.
- Ordered equipment and services for voice, data and cabling.
- Trained end users on how to use different types of telecommunication equipment correctly.
- Supported end-users with network and device troubleshooting and diagnosis.
- Evaluated client telecommunications needs and recommended targeted solutions.
- Identified areas requiring improvement within current telecom environment.
- Created comprehensive documentation for all telecom processes and procedures.
Education
Master of Science - Telecommunications
St. Mary’s University of Minnesota
Minneapolis, MNBachelor of Science - Business
University of Minnesota
Twin Cities, MNSkills
- Process Improvement
- Stakeholder Collaboration
- Training and Mentorship
- Technical Communication
- Business Process analysis
- Business Process Mapping
- Project Scheduling
- Purchasing and procurement
- Cross-functional team leadership
- Root-cause analysis
- Requirements analysis
Timeline
Lead Enterprise Architect for Contact Center
Northwestern Mutual Financial Services
11.2021 - 06.2024
Lead Unified Communications Architect (Contact Center)
Optum (Formerly Healthcare Partners)
04.2018 - 11.2021
Network Engineer L4 (Specializing in Contact Center)
Vector USA
05.2017 - 03.2018
Sr. Contact Center Engineer (Contract, Insight Global)
Healthcare Partners
03.2016 - 05.2017
Sr. UCCE Engineer
Dimension Data
08.2012 - 02.2016
Master of Science - Telecommunications
St. Mary’s University of Minnesota
Bachelor of Science - Business
University of Minnesota
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