LORI MUELLER
Phoenix,AZ
Summary
Seasoned Team Lead with in-depth knowledge in managing diverse teams to drive operational efficiency. Notable for cultivating productive work environments and fostering growth and improvement among team members. Previous roles demonstrate significant contributions to process improvements, increased productivity, and leading virtual teams to exceed service benchmarks.
Overview
24
24
years of professional experience
Work History
Team Lead - Tech Support
Concentrix
Phoenix, AZ
08.2021 - Current
- Managed a team of call center representatives to ensure alignment with legal standards and organizational protocols.
- Conducted performance appraisals for team members, providing feedback and identifying areas of improvement.
- Performed RCA and VF to pinpoint trends, detect performance gaps, and develop effective strategies for team improvement.
- Consistently met and exceeded financial benchmarks by ensuring adherence to contractual customer service standards.
- Developed and monitored key performance indicators (KPIs) to assess team effectiveness.
- Conducted team meetings in order to motivate and empower team members to build customer satisfaction and loyalty to support retention and growth.
Quality Evaluator
Concentrix
Phoenix, AZ
08.2016 - 08.2021
- Began as Tech Support Advisor, advanced to Quality Evaluator.
- Evaluated call quality and compliance with established guidelines.
- Coach advisors to improve adherence to protocols, enhance customer satisfaction, and ensure consistent service delivery
- Conduct in-depth analysis of call trends to identify training needs and provide actionable feedback to leadership
- Collaborate with training and operations teams to implement improvement initiatives
- Participate in regular call calibrations to maintain expertise in quality standards and ensure consistency
Operations Manager
Theres.An.App4That
Phoenix, AZ
01.2010 - 07.2016
- Guided operational activities through strategic initiatives aimed at achieving profitability objectives.
- Directed and mentored support staff to exceed defined service benchmarks.
- Analyzed financial data, sales metrics, and activity reports to measure company productivity
- Created detailed reports on the performance of individual departments within operations.
Office Manager
Joachim Engineering
Phoenix, AZ
07.2000 - 01.2010
- Supervised staff members, organized schedules and delegated tasks.
- Assisted in recruiting, onboarding and training new employees.
- Assisted with the preparation of budgets, forecasts and financial statements.
- Developed and implemented office policies and procedures.
Education
Associate of Applied Science - Computer Technology
Rio Salado College
Tempe, AZSkills
- Proficiency in Microsoft Office Suite
- Strong Organizational Skills
- Effective communication
- Data analysis
- Process improvement
- Performance evaluation
- Quality assurance
- Coordinating Virtual Teams
Timeline
Team Lead - Tech Support
Concentrix
08.2021 - Current
Quality Evaluator
Concentrix
08.2016 - 08.2021
Operations Manager
Theres.An.App4That
01.2010 - 07.2016
Office Manager
Joachim Engineering
07.2000 - 01.2010
Associate of Applied Science - Computer Technology
Rio Salado College
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