Lori Baecker Email & Phone Number

Chicago, Il

200 E. Randolph

Responsible for handling customer accounts to ensure that good customer relations are maintained. Work and communicate effectively in a cross-functional team environment to meet customer expectations. Partner with business leaders to review processes, analyze and problem solve to increase customer satisfaction and reduce expenses. Partner with Team Leads and Call Center Operations to monitor daily attendance, review productivity and adherence reports to identify trends to improve availability to customers. Completed onboarding process of 50 employees into Wisconsin Energy Corporation’s new call center by preparing welcome binders, reviewing essential new hire paperwork (I9 Eligibility Verification, tax forms, etc.) and coordinate security keycard process. Ensured the availability of conference rooms and technical equipment, and procured catering for meetings. Partner with Assistant to Director in planning recognition events, reporting building issues, and handle miscellaneous call center activities.

River Forest

Responsible for replenishing, straightening, and tracking inventory of the every-day and seasonal greeting cards and specialty items which includes gift wrap, party supplies and other stationery items for three chain stores and two post offices.Interacted in a professional manner with store employees, store management and customers while in the store. Partner with store manager to set displays that were visually pleasing and enticing to customers and rotate products throughout seasons to increase sales. Connect with customers to select cards and products that are meaningful to their family and friends. Direct customers with non-related questions to chain store employees for assistance.

225 W Randolph

Subject Matter Expert for Attendance Management within the Chicago Accounts Receivable Credit & Collections call center. Provided direction to non-management employees on attendance policies, short-term disability, Family Medical Leave Act, American with Disabilities Act, and purchasing equipment for employees needing job accommodations. Responsible for managing attendance related discipline, adhering to collective bargaining agreements, and the grievance management process. Provided analysis of attendance trends and data to leadership and provides solutions. Acted as call center Human Resource Manager, handling employee scheduling, payroll issues, drug testing, employee relocation needs, exit interviews, building environmental concerns, and executing safety drills and building evacuation.

Education record

Education record