Lori Henrikson Email & Phone Number

Nashville, TN, US

La Vergne, Tennessee

Product Enablement Manager | Customer SuccessTraining & Onboarding: Expert in crafting customized training solutions and onboarding processes that accelerate customer time-to-value and drive successful product adoption.Customer Feedback: Proficient in gathering and analyzing customer insights to inform product improvements and ensure alignment with user.

Princeton, New Jersey

• Managed Dow Jones daily support operations for four 2nd level teams including 6 supervisors, 4 team leads and 38 customer support representatives in a union environment.
• Acted as an escalation point for the most complex customer complaints sent to senior level manager.
• Analyzed key metrics to ensure optimal staff performance in order to meet KPI’s, including: service level for phone & email, customer satisfaction surveys for the Wall Street Journal and Barron’s, etc.
• Motivated… Show more
• Motivated staff through individual coaching sessions, mentoring and career development. Promoted 3 employees through career development and mentoring.
• Coordinated with HR policy development, interviewing, hiring decisions and performance management.

Boston, Massachusetts

• Reviewed and analyzed files to determine compliance with claims handling standards and procedures for moderate to complex lines of business.
• Analyzed results monthly and developed necessary detail to identify trends to drive improvement.
• Participated in calibration training, root cause problem solving, analysis of results, development of QI reporting and presentation to support continuous improvement.
• Lead assigned audits to include training, calibrating and mentoring field audit… Show more
• Lead assigned audits to include training, calibrating and mentoring field audit participants; analyzed audit findings, present results, write audit reports, and work with field leadership on developing action plans to.

Boston, Massachusetts

• Planned, developed and implemented a quality assurance call monitoring program for all of the Fast Path Property Teams across the US for Liberty Mutual which included 7 offices to represent all regions.
• Trained Claims Managers in regional offices on quality assurance procedures for roll out of new program.
• Held monthly countrywide calibration calls to ensure the QI guidelines were being followed within an acceptable variance
• Worked closely with senior management to ensure program… Show more
• Worked closely with senior management to ensure program met expectations and vision communicated.
• Analyzed customer service call monitoring results for each region monthly. Summarized strengths, opportunity areas, trends and distributed detailed reports to each region and management team.

New Castle, Pennsylvania

• Handled and monitored recruitment, interviewing and selection of front-line personnel and Supervisors for the Service Center.
• Conducted and reviewed performance appraisals, identified performance problems and initiated disciplinary actions.
• Assisted managing the department budget, made recommendations concerning promotions, terminations and staffing authorizations as well as equipment and operational needs.
• Lead monthly calibration sessions with Supervisors to ensure correct… Show more
• Lead monthly calibration sessions with Supervisors to ensure correct understanding and execution of standard operating procedures.
• Managed the QA Supervisor and quality processes for the Service Center which included identifying trends and opportunity areas and develop countermeasures and plans to improve quality.

New Castle, Pennsylvania

• Provided direct supervision of 15 customer service representatives by monitoring the calls taken to ensure adherence with the standard operating procedures.
• Managed individual performance for each representative and implemented progressive discipline as appropriate.
• Conducted performance appraisals and administered pay for performance salary recommendations.
• Investigated and responded to customer complaints.
• Responsible for trending representative’s performance and analyzing… Show more
• Responsible for trending representative’s performance and analyzing the team data and present reports monthly. Show less

Mba

Bachelor Of Business Administration - Bba, Business Administration And Management, General