Lori Light Email & Phone Number

Lori Light is a Manager, Order Services at OCLC at OCLC. Colleagues describe them as "During my role as OCLC’s Customer Support Department Manager, Lori was a Customer Support Manager in charge of one of the teams in my group. Lori is an amazingly talented individual. She is a strong leader, and an energetic, engaged management team member. She is a solid team supervisor with the ability to juggle many other tasks and projects along with those duties. In fact, Lori took the lead on some of our largest projects related to call center infrastructure. Project examples include our move from an Aspect call center to a Cisco product, and from a Siebel-based Knowledge Base (KB) to a SharePoint platform. In both cases the systems were new to her, but she dug in and learned them. For the Cisco call center, Lori designed our acceptance test scripts, developed custom reporting, and became the team’s leading expert on daily use of the system. For the SharePoint Knowledge Base, Lori designed and built the KB, conducted usability testing to fine-tune it, and ensured the team learned to use it. Lori continues to be the team’s SharePoint administrator, and has built many other SharePoint-based tools to meet emerging needs. Lori is an invaluable asset and I highly recommend her work."