Lori Dutton Email & Phone Number

- Managed the consumer data reporting for strategic clients such as Citi, AMEX, Discover, Chase- Provided in person data audit presentations to clients regarding their consumer data reporting, including observations as well as recommendations to enhance and improve the quality of their data and less consumer disputes- Ensured the day to day consumer data reporting was within the laws and regulations being governed- Worked directly with sales, consumer assistance and client services to develop and maintain effective client relationships through consultative efforts resulting in overall cost savings- Investigated, researched and resolved consumer data issues or concerns, requiring extensive analysis

- Managed a team of 15 Business Analysts throughout the Central and Midwest regions providing technical and consultative services to their batch processing specifications- Determined where system resources would be best utilized to allow for maximum processing efficiencies- Supported and managed key business initiatives focused on data security, data quality and migration efforts to a new platform- Created and developed client loyalty plans that drove business results resulting in client retention- Evaluated, coached, educated, documented and measured individual talent levels to ensure talent levels were being met

- Managed a team of 15 Strategic Account Specialists and one Supervisor providing analysis and consulting to clients on their consumer data reporting- Coordinator for external clients, IT, sales and Data Services providing quality assurance support and resolutions on database issues- Lead department initiatives focused on freshness of data to improve productivity through automation and the quality of data- Managed client projects on database corrections, maintenance and quality improvements- Managed IT projects and solutions for high impact issues resulting in improved overall quality, process improvements and customer satisfaction

- Developed and maintained data reporting client relationships by providing ongoing consulting on data quality- Partnered with strategic clients to correct reporting issues and recommended programming changes to conform to company and industry standards- Analyzed client's consumer data for accuracy, quality, compliance and provided problem resolution on client systems and internal software systems- Investigated, researched and resolved data and file concerns requiring extensive analysis- Provided technical support for consumer data reporting- Managed database loads and metrics for strategic and preferred clients

- Managed a team of 15 - 30 customer service representatives to consistently become the highest performers in both production and quality- Provided ongoing training and development for employees- Balanced various workflows to ensure compliance standards were being met- Implemented call center strategy and workflow to meet FTC regulations- Assisted with setting individual performance plans and team goals- Conducted new hire orientations

- Addressed consumer disputes via phone and mail- Assisted with escalated calls- Entered daily metric reports- Provided regular feedback to peers on how to improve their overall performance- Mentored new hires- Received employee of the month three times and employee of the year in 1995 out of all the call center representatives in the Southern Region (approximately 200 employees)