Lori Spears Email & Phone Number

Nashville Metropolitan Area

As a contractor with the Achieve Institute, my role is centered on developing key relationships with leaders and decision makers at a wide range of organizations across the Middle Tennessee region. I leverage my professional network to help the organization with gaining traction, developing new partnerships, and facilitating long-term growth.

Nashville Metropolitan Area

In this role, I managed a multimillion-dollar call center operation with over 500 staff and systematically aligned people, processes, and resources to achieve top-level performance. I was able to achieve #1 rankings across numerous metrics, maintain top-5 performance out of 22 call centers, and surpass KPI/SLI goals by relentlessly improving the customer experience and innovating processes from initial inquiry through call closure. My ability to drive continuous improvement and facilitate systemic change within a complex operation was integral to producing significant gains in calls per hour metrics and average handle times while simultaneously increasing customer satisfaction rates.I believe that employees are the foundation of every successful business and by continuously unifying cross-functional staff and promoting common goals, I was able to create cohesive teams that consistently surpassed goals while exceeding customer expectations. I was also involved in developing outstanding department supervisors through advanced team building techniques, promoting professional growth, and cultivating autonomous leaders with a strong understanding of company mission, values, and objectives. As a collaborative leader, I worked closely with staff to identify areas of improvement, refine call management workflows, and implement new strategies for providing customers with industry-leading service.

Nashville Metropolitan Area

As Associate Director of Continuity Marketing, my role was focused on leveraging inbound and outbound marketing campaigns to produce millions in annual revenues, diversify sales across product portfolios, and present customers with brand-centric solutions. With over 180 staff, I had the unique privilege of working with so many talented people and I was able to consistently achieve goals by creating positive, goal-oriented environments that were not only focused on revenue growth but dedicated to providing customers with excellent service. During this time, I was integrally involved in developing incentive and employee recognition programs that helped us obtain game-changing employee engagement, secure buy-in, and create positive, yet competitive environments. This leadership approach combined with strategic initiatives and innovative sales strategies, were instrumental in producing substantial gains in total annual sales.

Greater Nashville Area, Tn

In this role, I oversaw a call center operation responsible for processing credit and activation requests and built a highly successful team that produced measurable gains across numerous metrics.

Pleasanton, California, United States

During this time, I managed 300+ employees in a 24-hour call center environment and provided goal-oriented leadership to positively impact service metrics, increase staff productivity, and achieve exemplary customer satisfaction objectives. This role was highly diverse and included multi-queue ACD support, premium customer care, multi-lingual/bilingual service teams, agent helpdesk, customer contact, and network work-groups.

Associate’S Degree, Finance

Leadership And Business Training

Sales Training

Achieve High Peformance Program

Education record

Incoming Call Management Training