Lorna Allbritain
Director of Sales Operations @Charter Communications
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WORK HISTORY
Director of Sales Operations @Charter Communications
Austin, TX, US
Assist Call Center VP in attaining operational objectives by supplying relevant analysis of operational performance data and developing recommendations and action plans to address issues, including quality, productivity, and fiscal goals.Serve as a focal point for Analytics and Reporting, managing reporting for two sites, creating enterprise-level reports, and aiding with enterprise-level analytics.Oversee coordination of staff schedules in accordance with staffing objectives to ensure the achievement of operational goals.Experienced in remote leadership; remote training team with direct reports of 25 (overall team size 100+ facilitators, trainees, leads, and reporting team).Participate in designing and implementing policies & procedures across multiple functions within call center operations.Direct local technology support resources\' efforts to support hardware/software maintenance & ensure change management activities minimize conflict with peak customer activity periods.Coordinate call center new hire training efforts with HR and Training teams according to the operational budget & forecast.Manage top-priority customer issues through to resolution and identify improvement opportunities.Develop and manage call center communications by employing multiple vehicles to ensure employee understanding & compliance.Oversee and direct customer service operations to ensure customer complaints are handled fairly & effectively.Oversee the execution of the training program and personnel to ensure the technical & soft skills of the call center representatives are up to date.Oversee the maintenance of the facilities personnel to ensure a professional & safe work environment.Maintain documented facilities readiness plan & implement remediation actions to ensure compliance with corporate requirements.Skills include:Alteryx, Power BI, Tableau, Python, MicroStrategy, Extensive PowerPoint Presentations, Reporting/Analytics, Aspect eWFM Workforce Forecast, and Trending,
EDUCATION
Western Governors University
Bachelor of Business Administration - BBA
East Berkshire College, Langley England
Certificate of Advanced Education
SKILLS
ABOUT LORNA ALLBRITAIN
Certificates- Microsoft Certified Trainer- Microsoft Office Master -(Excel/Word Expert, Access, Powerpoint, SharePoint)Education:East Berkshire College, Langley England: Accounting/EconomicsExperience:* Information Technology Professional; ability to analyse large complex datasets; with complex formulae* Accounting/Budget/Headcount Forecasting* VBA expert (Access/Excel/Word), C#, multi-software language linguist e.g. SQL, VB, ASP, HTML, PHP, etc.* SalesForce CRM Database* Strong project management skills, taking ownership/handling projects from beginning to end* Ensured Insurance companies financial statements, CPA report and SOX, for compliancy,* Enterprise IT Infrastructure & Architecture Development for Financial Systems; devised, initiated and implemented redesigns of Sharepoint and Oracle(OEM)/SQLServer(SSMS) databases* Solutions Architect; devised, formulated and created the connectivity between Microsoft Access/Excel and Oracle (ODBC) using GUIs to enable updating, deleting and ADHOC reporting* Streamlined document storage through imaging, automation and data consolidation* Specialties: software and data guru; devised and created software for use by division,* Software Expert: devised /created Insurance related compliance software, automated ArcView GIS VB coding for maps used on the web* Excellent solutions where others have given up* Tough decisions regarding situations, products and people.Work Objectives:* Understand, achieve and succeed the company’s mission* Exceed work expectations* Ensure work is completed within deadlines and meet specifications* Make decisions that enhance work product* Motivate employees and people* Ensure communication channels remain open
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