Lori Smith Email & Phone Number

United Kingdom

Managing the business relationship between pawaPay and our merchants during post-contract execution. Maximising the value that merchants derive from the solutions they signed up for by making them as profitable and productive as possible. Primary point of contact for post-contract execution activities internally and externally and leads the merchant in getting value and success based on their own definition. Onboarding of customers. Assisting in the implementation of APIs and products. Escalating and resolving issues.Identifying gaps and connecting with the community. Providing education of new features via video call.Creating success stories and references. Monitoring and increasing overall customer satisfaction by creating and implementing NPS surveys. Driving retention and upselling.

Humanizing the recruitment process at scale.

12 month contract. Dealing with high volume recruitment across various national sites for Customer Service and Contact Centre recruitment campaigns, as well as one-off hires across multiple business disciplines, both internal and external.

Driving change and improvement by coordinating Police Scotland's technology requirements through effective facilitation and reporting.Assisting the Service Delivery Leads in managing the relationship between ICT and their internal customers, in dealing with customer demands, requirement and service requests. Facilitating the support and, where appropriate, driving the delivery of services.Support and co-ordination in relation to the provision of service for the ICT Service Delivery Leads:-- Named SDA contact for Criminal Justice and Local Policing divisions- Managing and monitoring service requests - Monitoring and reporting against agreed SLAs Day to day engagement with the Force in relation to issues, problems, and change requests.

Glasgow, United Kingdom

I am currently working for Hive, Connected Home. My role here is varied, as I have been upskilled internally and have completed various secondment roles within the business. As part of my typical daily role, I have conversations with key stakeholders, British Gas engineers, and colleagues and assist in a variety of duties. These include diagnosing and resolving any Hive related technical issues, managing advanced diagnostic investigations, complaints escalations, and being a front line brand ambassador for the company via multiple social media channels including Facebook and Twitter.I make it a personal mission to delight and impress everyone I speak to, whilst delivering excellent customer service and maintaining my current above 95% quality score and excellent attendance record. Responsibilities and Key Achievements- Recently returned from working overseas in Bucharest, Romania, whereby I delivered full training of our product base, diagnostics, internal processes and systems during the transition of my role from Centrica to Accenture following the business decision to off shore the role. - Provide 1st and 2nd line technical support via telephony, or digitally. This includes live webchat, Social Media outlets, Amazon Reviews, Apple and Android reviews, and Trust Pilot. - Provide 2nd line support to North American customers on specialized pilot team during product launch. - Floor-walk support for our outsourcing partners, including Kura and Concentrix. Based between Glasgow and Manchester sites.- Secondment role designing, building and testing the new IVR system for the whole of British Gas National Language Lines. - Currently part of a small team of 20 out of 150 agents specifically selected for retainment to assist in supporting the business transition based on personal merit and exceeding performance. - Competent in using multiple computer software packages including Microsoft office, Salesforce, WMIS and Agent Workbench.

Glasgow, United Kingdom

Sales and Customer Service Agent. Both inbound and outbound lead fulfilment.

Hnc, Business, A

Human Resource Management, Managing People and Organisations, Business Law, Marketing, Economics, Accounts, Business Communications, IT.

Education record

Health And Social Care At Higher Level, Nc With Additional Highers In Mental Health And Care

Hnc, Social Sciences