Lori Hall
Glenpool,OK
Summary
Talented Manager with expert team leadership, planning and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Overview
24
24
years of professional experience
Work History
Manager, Service Delivery/iPMO
Lumen Technologies
Tulsa, OK
01.2018 - Current
- Directed and managed a team of 10+ Project Managers.
- Oversaw employee development and career path opportunities to drive talent advancement and retention efforts.
- Cross-trained existing employees to maximize team agility and performance.
- Reviewed performance data to monitor and measure productivity and goal progress.
- Adjusted job assignments to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer needs.
- Worked with all Project Managers during planning phase of each project to determine scope, risks and schedule.
- Worked along side Project Managers to track key project milestones and adjusted project plans to meet customer needs.
- Developed and maintained relationships with customers throughout lifecycle of each project
Manager Service Delivery/Customer Care
Lumen Technologies
Tulsa, OK
05.2014 - 01.2018
- Directed and Managed a team of 10+ Customer Care Managers
- Maintained proper staffing levels to guarantee timely and accurate deliveries.
- Managed third-party contracts to drive delivery of required services.
- Worked with high-profile customers to install $1M+ of revenue each year.
- Contributed to internal and external account reviews.
- Evaluated personnel workloads to support capacity and business and customer needs.
- Interfaced effectively with key accounts, answering questions and delivering exceptional service.
Customer Care Manager
Lumen Technologies (Level 3 Communications)
Tulsa, OK
08.2007 - 05.2014
- Created customer support strategy to increase customer retention.
- Applied best practices in customer service, sales and employee management to exceed organizational goals.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Scheduled and attended meetings with clients and prospective clients as requested.
- Supervised daily operations and and escalated with our internal teams as needed to ensure there was customer satisfaction.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
- Organized daily workflow and assessed to determine priorities in order to meet customers needs.
- Developed documentation and logs of implemented solutions/orders and generated reports based on customer requests.
Circuit Designer
Lumen Technologies (Wiltel/Level 3 Communications)
Tulsa, OK
08.2002 - 08.2008
- Managed queue with time management skills and without supervision.
- Designed both voice and data services. Working knowledge of equipment elements, solutions and networks.
- Accountable for all accurate design layout records in order to meet quality metrics.
- Assisted internal groups to provide support such as troubleshooting, as needed.
- Proficient and knowledge in provisioning requirements.
Offnet Provisioner
Lumen Technologies (Wiltel)
Tulsa, OK
03.1999 - 08.2002
- Processed the creation of ASR's to third party vendors adhering to SLA and quality standards.
- Familiar with all product offerings and associated fields required on the ASR based on vendor requirements.
- Managed each offnet ASR with the vendor until handover.
- Handled all first level escalations with vendors as needed in order to meet customer timeline needs.
- Managed workload with time management skills without supervision.
Education
Master of Arts - Human Relations
University of Oklahoma
Tulsa, OK05.2010
Bachelor of Arts - Liberal Studies
University of Oklahoma
Tulsa05.2007
Skills
- Staff Management
- Policies and procedures
- Strategic planning
- Key Performance Indicators
- Verbal and written communication
- Project Management
- Coaching and mentoring
- Improvement initiatives
- Schedule optimization
Timeline
Manager, Service Delivery/iPMO
Lumen Technologies
01.2018 - Current
Manager Service Delivery/Customer Care
Lumen Technologies
05.2014 - 01.2018
Customer Care Manager
Lumen Technologies (Level 3 Communications)
08.2007 - 05.2014
Circuit Designer
Lumen Technologies (Wiltel/Level 3 Communications)
08.2002 - 08.2008
Offnet Provisioner
Lumen Technologies (Wiltel)
03.1999 - 08.2002
Master of Arts - Human Relations
University of Oklahoma
Bachelor of Arts - Liberal Studies
University of Oklahoma