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Lori Lyons

Lori Lyons

Agent Onboarding Specialist

Working Solutions

McAllen, Texas Area, us

An innovative professional with 10+ years of experience in outsourcing, telecommunications, and the customer service industry. A strong believer in attaining loyalty through 100% accountability in all matters. Managing, coaching, and instructing, cross-functional teams with integrity, empathy, and honesty to deliver world-cla...

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Working Solutions

Agent Onboarding Specialist

I've had the opportunity to work with groups of outsourced call center agents in various
areas. In the Performance Department - Leading call calibration sessions with clients,
evaluating the quality of calls based on data provided by the QA team, providing one
on one feedback, and leading motivation/refresher sessions focusing on areas where
strength was needed. In the Development Department - Assisted with and instructed
large groups of outsourced agents on client proprietary software and skills needed to
meet client specified demands. An additional duty that I performed for both
departments involved creating presentations to enhance the e-learning experience as
well as troubleshooting agent systems as needed.