Lori James Email & Phone Number

Austin, Tx, Us

Austin, Texas

Accountable for the execution of monthly Internal Audit process including Internal Controls (Sarbanes-Oxley) of varying complexity and scope covering operational, strategic, technology and compliance in the preparation of client invoices exceeding $3M monthly revenue.Manage, monitor and reconcile data between diverse set of tools, assured accuracy and drive data flow improvements, and maintain data quality and integrity of the data in partnership with Data Engineers while automated strategic solutions using SQL, PowerPivot and PowerQuery to replace manual reporting seamless to clients while adding an additional service revenue stream.Work with business leaders and stakeholders at different organization levels to define core business metrics, to extrapolate business needs, create dashboards and tools to monitor health of the business spearheading complex project work with overall satisfaction.Visualization domain expert with BI Platforms and various data visualization tools.Main point of contact for leadership, client and internal partner related questions, inquiries, and concerns to interact and communicate with clients and internal staff to ensure concerns, inquiries, and challenges were addressed appropriately within contact center and BPO organization. Work directly with internal collaborators in an agile work environment to understand data needs and develop scalable solutions with rapid development and re-usability in mind.Experienced in delivering results/managing projects on-time with respect to SLA’s and managing expectations via JIRA.

Round Rock, Tx

Training Support• Worked collaboratively with the Services Learning team to manage and track performance of the planning and implementation of training programs. • Implemented training programs that yielded an overall satisfaction of 85% and a knowledge change of 20%. • Designed metrics to track the effectiveness of the training curriculum and reporting on a monthly, quarterly & annual basis. • Integrated collected and analyzed feedback from stakeholders into reporting.Training Development• Partnered with Sales leadership to develop and support the short-term and long-term strategy of ongoing training programs in concert with the evolving needs of the business. • Evaluated options and made recommendations on internal and external training resources thereby reducing production time by five days on average and cost by 10%. • Established an internal communications and learning path plans to educate employees on training and development offerings.

Round Rock, Tx

Six Sigma, SAAS & Forecasting• Implemented CPK capability improvement project that yielded productivity improvement of 15% and achieved Six Sigma Green Belt certification. • Collaborated with Finance and Sales division to develop future targets. • Developed and facilitated monthly Sales and Operations Planning business reviews decks. • Maintained historical data (trends and seasonality) through SAAS forecasting modeling software.

Performance Improvement• Lead a team that was under performing and exceeding costs to a team that is now within cost expectations; exceeding performance goals improving utilization by 16% and decreasing unproductive outbound by 22%. • Increased efficiency of Enterprise Support Services contact center decreasing overtime and improvement of schedule adherence, thereby improving employee satisfaction/development (73% increase in efficiency with a $208K in annualized cost savings). Reporting & KPIs• Responsible for developing and automating reporting including key performance indicators of headcount, scheduling, real-time productivity management, and service level. Coaching & Development• Improved quality support by providing individual coaching feedback sessions and one-on-ones that focus on improving customer satisfaction, communication skills, and technical ability while maintaining CE (90% +).• Lead a virtual community for sharing best practices to achieve global standardization, training and outstanding customer experience.

Bachelor Of Applied Science (Basc), Organizational Behavior Studies

Associate Of Arts And Sciences - Aas, Business Administration And Management, General