Lorna Smith

WORK HISTORY

ABOUT LORNA SMITH

Before working within the Housing Sector I worked in from Retail for several years and I still believe this gave me the foundations of a successful customer services based career, I gained skills not only in dealing with customers but also organising, prioritising and working as a team in a target driven environment. I was also responsible for our stock loss, cash and banking and recruitment. Since joining Aster in 2012 I have progressed through several roles, joining the Team initially as a Customer Services Assistant I then took on a trial position within the Contact Centre as Senior Customer Services Assistant for 6 months this role covered training and coaching as well as complaint and performance of the team. Following this I moved into a planning and scheduling role as a Heating Services Team Co-ordinator, building on existing skills to ensure compliance with heating servicing programmes. I returned to the Contact Centre as a Team Leader and then progressed into the role of Senior Customer services Team Leader. I have gained further experience in project management and KPI reporting in this role and believe that my strengths lie around performance management, training, motivation and recruitment. In my current role as Customer Experience Lead I work closely with the Contact Centre and operational teams on all things relating to customer journey.