Maggie Smith Email & Phone Number

New Mexico, United States

• As the Operations Business Analyst, I assess current business processes and continuously look for opportunities to improve. I partner with leaders and Subject Matter Experts to develop, refine, and improve process/work.
• Work with Chief Operating Officer to identify, assess, plan, and track initiatives with autonomy.
• Collaborate with Subject Matter Experts (SMEs) on problem identification and resolution; improvement to business processes, and implementation of changes or new services/systems.
• Translate highly complex steps into easy-to-understand directions with the goal of ensuring employee comprehension and efficiency. Determine an effective structure and layout for documentation.
• Monitor feedback on procedural material and address questions or concerns as appropriate. Analyze data from member/staff surveys and proactively consults with leadership to learn where there are gaps in knowledge and.
• Solve complex process problems. Review the member/employee feedback and audit exceptions to perform root cause analysis and determines if there is a process breakdown; recommend corrective action plan, write the.

Indianapolis, Indiana

Indianapolis, Indiana

Provided information and guidance to Agents; served as mentor to Agents who are in training or struggling to meet performance expectations; identified individual and group training needs, process gaps and call trends; and work with district and regional management, other Lowe’s business areas, and external vendors to resolve escalated incidents.

Indianapolis, Indiana

Served as a first point of contact for customers who contact Lowe’s for assistance. Supported multiple contact types by phone, including: online assistance, complaint resolution, product information and availability, and general inquiries regarding company and store programs.