Lori Inuzuka Email & Phone Number

Greater Seattle Area

Greater Seattle Area

Seattle, Wa

Bellevue, Wa

Responsible for designing and executing enterprise wide strategies to improve customers’ end-to-end experience across all shopping and service channels to increase their brand loyalty and annual spend. • Created the workflow and measurement standards that enabled divisions to take action on specific customer feedback from the company’s first perpetual customer satisfaction survey.• Established and operationalized the model for the company’s social media customer service.• Instituted the guiding principles and operating model for managing the online product reviews content and customer service.• Designed strategies that drove first contact resolution while reducing costs. • Led the team responsible for resolving the most escalated customer issues – for example product safety, discrimination allegations, and customer fraud.The above resulted in:• Year-over-year increases in the ForeSee customer satisfaction scores each year since launch.• Over 75% reduction in social media customer response time with lower operating costs.• Higher first contact resolution rate on 43% of contacts that reached The Office of the President and 40% reduction in call volume.• Significant year-over-year lifts in BazaarVoice's online product rating scores across all 4 divisions.

Global BPO of software solutions, tech support and customer service for Fortune 500 companies. Set the strategy for the Client Management and Operations of all US and UK based B2B and B2C clients. Responsible for the customer service delivery, client engagement, sales, operations and P&L across 5 sites in 3 countries with approximately 2,500 employees. • 20% improvement in service levels by re-designing the customer support infrastructure, practices, procedures, and policies.• Rated by IDC as the #1 BPO for employee satisfaction in India the last 4 consecutive years at vCustomer by architecting and deploying employee engagement strategies. • 5.5% reduction in operating costs, while maintaining customer satisfaction scores.• Attained a client satisfaction score of 93/100 across accounts.• Maintained a 95% client renewal rate.• 20% growth across top four revenue generating accounts, including new services and services sold to ancillary divisions.• Established the company's first inside sales team supporting Sales Directors in the US and abroad.• Launched a newly constructed 500 seat contact center in the company's first site in the Philippines.• Successful solution and service implementations on time and within budget on 100% of client launches.

Kirkland, Wa

Managed the strategic and day-to-day relationship of clients and led the implementation of all client solutions and services by directing US and international cross functional teams. • Transformed Client Services team from a transaction-based focus to a value creation focus.• Established client governance model.• Managed account portfolios of $20 million.

Director, Customer Service Center 2000-2002Sr Manager, Customer Service Center 1999-2000Manager, Capacity Planning, Operations 1998-1999Supervisor 1996