Lori Pollock
INDIANAPOLIS,IN
Summary
Seasoned collaborator experienced in meeting needs, improving processes and exceeding requirements in team environments. Diligent worker with strong communication and task prioritization skills. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
30
30
years of professional experience
Work History
Data Analyst and Customer Service Consultant
Indiana University, Purdue University
01.2000 - 06.2023
- Developed custom solutions for clients, tailoring technical specifications to meet unique needs.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered prompt service to prioritize customer needs.
- Trained new personnel regarding company operations, policies and services.
- Developed and updated databases to handle customer data.
- Established positive relationships with clients through regular follow-ups and personalized service offerings.
- Ensured all customer complaints were addressed promptly, resulting in significant reduction in escalations.
- Implemented new CRM software, improving response times and overall efficiency in handling customer requests.
- Cross-trained and provided backup support for organizational leadership.
- Actively participated in interdepartmental projects aimed at improving overall organizational effectiveness.
- Investigated and resolved customer inquiries and complaints quickly.
- Investigated system issues and implemented resolutions to reduce downtime.
- Improved systems with addition of new features and infrastructure.
- Provided expert support, troubleshooting complex technical problems for end-users in a timely manner.
- Developed diagrams to describe and lay out logical operational steps.
- Collaborated with cross-functional teams to ensure timely project delivery and client satisfaction.
- Performed internal system acceptance to deliver well-tested enhancements and meet business requirements.
- Educated stakeholders on data protection tactics to reduce breaches.
- Increased productivity with tailored training programs designed to improve employee proficiency in key software applications quickly.
- Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
- Championed change management efforts to drive adoption of new technology systems across organization smoothly.
- Developed comprehensive disaster recovery strategies that ensured business continuity during unexpected events or system failures.
- Promoted collaboration among IT team members, facilitating knowledge sharing and skill development opportunities.
- Collaborated with upper management to drive strategy and implement new processes.
- Worked effectively in fast-paced environments.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Learned and adapted quickly to new technology and software applications.
Call Center Team Lead
Indiana University - Bloomington
06.1993 - 01.2000
- Implemented new technology solutions that streamlined processes and improved overall efficiency within call center environment.
- Developed strong relationships with clients through excellent communication skills and problem-solving abilities, leading to increased trust in our services.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Generated reports detailing metrics such as call times and satisfaction ratings.
- Developed and updated databases to handle customer data.
- Implemented and developed customer service training processes.
- Cross-trained and provided backup support for organizational leadership.
- Met customer call guidelines for service levels, handle time and productivity.
- Handled advanced issues with calm, knowledgeable and professional approach.
- Improved customer retention rates by addressing escalated issues promptly and professionally, ensuring positive resolution for both parties involved.
Education
No Degree - Computer Science
Indiana University Bloomington
Bloomington, INSkills
- Telecom Billing Systems
- Technical Troubleshooting
- Disaster Recovery Planning
- Professionalism and Ethics
- Telecom Expense Management
- Quality of Service Management
- Network Security Protocols
- Device configuration
- Equipment Installation
- Unified Communications Solutions
- Troubleshooting and repair
- Work order completion
- Documenting activities
- Software Upgrades
- Continuous learning mindset
- VoIP Technologies Proficiency
- Configuring equipment
- Project Planning
- Customer Support Management
- VoIP Systems
- Troubleshooting and resolution
- Document and Records Management
- Work Prioritization
- Microsoft Exchange
- Calm and Professional Under Pressure
- Customer Relationship Management (CRM)
- Multi-line phone talent
- Office equipment proficiency
- Computer Proficiency
- System implementation
- Microsoft Excel
- Microsoft Office
- Customer Account Management
- Documentation
- Issue and Complaint Resolution
- Client Relations
- Call center experience
- Technical Support
- Spreadsheets
- Teamwork and Collaboration
- CRM Software
- Professional telephone demeanor
- Staff Training
- Call triaging
- Data Entry
- Inbound Call Management
- Relationship Building
Timeline
Data Analyst and Customer Service Consultant
Indiana University, Purdue University
01.2000 - 06.2023
Call Center Team Lead
Indiana University - Bloomington
06.1993 - 01.2000
No Degree - Computer Science
Indiana University Bloomington
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