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Respected and self-motivated professional, with extensive expertise in IT Services Management (ITSM), methods, processes, Customer Service, Service Level Management. ITIL certified. A dynamic flexible team lead, who is able to bring energy, creativity, enthusiasm, loyalty and humor to motivate team members to meet and exceed objectives and achieve their full potential. Expertise:Client Service Service CatalogProcedure DevelopmentCall Center OperationsIncident Management Customer SupportTeam Building & TrainingProcess ImprovementService Improvement PlansCustomer RelationshipsChange ManagementDetail OrientedExcellent Communication Skills
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UnileverClinton, Ct, Us
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Director, Service DeliveryTelaid Industries, Inc. Nov 2017 - PresentNiantic, Ct, Us -
Manager, Central Dispatch TeamTelaid Industries, Inc. Nov 2014 - PresentNiantic, Ct, UsResponsible for leading team members of the service team throughout the life cycle of service and MAC tickets. Escalation point for client and responsible for account success and client satisfaction.
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Team Lead, Call Center Operations/Sales SupportUnilever 2009 - Feb 2014Blackfriars, London, GbManaged staff, preparing work schedules and assigning specific duties. Established and implemented departmental policies, goals, objectives and procedures conferring with sales team, vendors, management and staff members as necessary. Determined staffing requirements and interviewed, hired and trained new employees or oversaw those personnel processes. Supervised a 24/7 Call Center to manage through service related issues, Unilever owned equipment, distributors, Key Account Managers, and retailers
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Team Lead, Project And Portfolio Management OfficeUnilever Feb 2007 - Jan 2009Blackfriars, London, Gb Responsible for the IT project lifecycle process, portfolio management, reporting and approvals Maintain lifecycle process and ensure adherence to gating requirements.
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Team Lead, Service Level ManagementUnilever 2005 - 2007Blackfriars, London, GbWorked with Service Owners to develop Service and Operating Level Agreements and creation and implementation of Americas Service Catalog.
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Team Lead, Remote Desktop Support, UnileverUnilever 2002 - 2005Blackfriars, London, GbEscalation point for daily operational problems and issues for Sales and other Agile end users. managed engineers in HP Remote queue. Worked with Managers of Remote User and Desktop Support to drive changes in remote support program.
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Assistant Manager, Help DeskUnilever 1998 - 2002Blackfriars, London, GbManaged a staff of 40 Service Center Representatives providing help desk support to 25,000 MS Office, SAP and Windows users, as well as proprietary software. Monitored all incoming calls for quality, service excellence and productivity. Ensured SLAs were achieved to meet and exceed expectations.
Lori Hudnall Skills
Frequently Asked Questions about Lori Hudnall
What company does Lori Hudnall work for?
Lori Hudnall works for Unilever
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What skills is Lori Hudnall known for?
Lori Hudnall has skills like Cross Functional Team Leadership, It Service Management, Change Management, Itil, Project Management, It Management, Business Process Improvement, Sap, Process Improvement, Business Process, Fmcg, Crm.
Who are Lori Hudnall's colleagues?
Lori Hudnall's colleagues are Pedro Gutiérrez, Mateusz Jaworski, Renata Barbosa, Ebenezer Enchill, Cortney Ross, Sophie Brooke-Jones, Ulanov Grigoriy.
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