Lori Rice
Columbus,OH
Summary
Dedicated to advancing as a leader at DISH, my objective is to cultivate a collaborative and forward-thinking environment. Through this approach, our team can develop innovative solutions that enhance both the customer and employee experience. Moreover, I strive to expand my sphere of influence and contribute to DISH's ongoing industry leadership in customer experience.
Overview
14
14
years of professional experience
Work History
CXO Customer Care Coach
DISH
12.2023 - Current
- Created team incentives to increase OKR performance and CSAT
- Created reference sheet with hook and pitch strategies for Boost Infinite
- Work with the Feedback team
- Handled high-pressure situations with poise, maintaining professionalism and providing exceptional support to customers during their time of need.
CXO Wireless Social Media Coach
DISH
03.2022 - 12.2023
- Collaborate with peers to create development plans and strategies that ensure the team is calibrated in order to support multiple people handling the same case for the customer
- Increased CSAT scores from a team average of below 30% to greater than 60%
- Reduced Executive Escalations by creating and implementing a streamlined process with a centralized location to keep communication on escalations visible and accessible for peers and agents
- Contribute to the leadership advisor team to collect information and brainstorm information to use as content in weekly coach meetings
- Restructured the process and communication for weekly coach meetings; created a partnership with peers to facilitate and communicate
- Introduced the STAR Report with Social Media being the first and only brand in wireless with STAR reporting; maintained being in the #1 Team in the Enterprise on the STAR report from Sept 2022-Dec 2022
CXO Wireless Coach
DISH
12.2021 - 03.2022
- Met goals in Wrap Time by setting clear expectations with newly trained agents
- Increased overall CES in Ting by creating activities that motivated engagement with the focus on the customer experience
- Increased QA scores by creating a raffle incentive for World Class QA; rolled this incentive out to all brands in Wireless increasing focus on The Playbook while QA scores increased
CXO Coach Dish University
DISH
03.2021 - 12.2021
- Managed new hire agents to learn company policies and processes
- Successfully graduated 4 different teams to Customer Care and Tech Support from Dish University
- Mentored 2 new coaches through the process of facilitating team meetings, daily T-POD, having critical conversations, as well as provided support through the consultation and separation process
- Created competition incentives for the management group to increase using the Recommendation Tool for OKR focus
- Partnered with Recruiting to shadow and provide support for the interview process
CXO Coach
DISH
08.2010 - 03.2021
- Launched the first Apprentice Pod on site at the Hilliard CXO
- Supported Field Support by being the POC for the site; working closely with Skills for consistent and continuous communication
Education
High School Diploma -
Willard High School
Skills
- Workload prioritization
- Collaborative Problem-Solving
- Complaint Handling
- Task Delegation
- Data analysis
- Ability to motivate and influence
- Leadership Feedback and development
- Ability to Adapt
Timeline
CXO Customer Care Coach
DISH
12.2023 - Current
CXO Wireless Social Media Coach
DISH
03.2022 - 12.2023
CXO Wireless Coach
DISH
12.2021 - 03.2022
CXO Coach Dish University
DISH
03.2021 - 12.2021
CXO Coach
DISH
08.2010 - 03.2021
High School Diploma -
Willard High School
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