Lori Smith
Saint Charles
Summary
Dedicated call center manager with proven success in enhancing customer satisfaction and operational efficiency. Skilled in process improvement, team leadership, and effective communication.
Overview
30
30
years of professional experience
Work History
Client Care/Call Center Manager
Motor Werks of Barrington
Barrington
08.2020 - 04.2026
- Managed daily call center operations, enhancing workflow efficiency.
- Trained and mentored staff on customer service best practices, fostering a customer-centric culture.
- Oversaw scheduling and staffing to meet call volume demands effectively.
- Collaborated with other departments to resolve customer issues efficiently.
- Resolved escalated customer complaints in an efficient manner while maintaining positive relationships with clients.
- Monitored performance by reviewing relevant reporting data and producing statistical reports.
- Identified process improvement opportunities, streamlining operations and reducing costs.
Business Development Manager
Gjovik Ford
Sandwich
11.2018 - 07.2020
- Coordinated lead generation efforts with sales and marketing teams.
- Oversaw scheduling and performance tracking of team members.
- Implemented process improvements to enhance workflow efficiency.
Business Development Manager
Woodfield Nissan
Hoffman Estates
08.2017 - 11.2018
- Developed targeted marketing strategies to increase customer engagement and sales.
- Oversaw customer relationship management system for tracking leads and follow-ups.
- Coached staff members on effective communication techniques when dealing with customers.
BDC Consultant
Magnet Digital And Data
Howell
05.2016 - 08.2017
- Developed comprehensive reports detailing findings and actionable recommendations.
- Implemented data-driven strategies that improved client operations and overall performance.
- Collaborated with clients to create tailored action plans targeting specific challenges and objectives.
Business Development Manager
Golf Mill Ford
Niles
09.2013 - 01.2016
- Managed customer relationship management system, enhancing tracking of leads and client interactions.
- Collaborated with marketing team to create promotional materials and campaigns.
- Trained sales staff on effective techniques and product knowledge for improved performance.
- Facilitated cross-departmental meetings, aligning goals and strategies among teams.
- Maintained database of existing customers and prospective leads, supporting targeted outreach efforts.
Internet/Business Development Director
Woodfield Nissan
Hoffman Estates
06.2011 - 05.2013
Internet Manager
Martin Nissan
Skokie
03.2011 - 06.2011
Internet Manager
The Patrick Dealer Group
Schaumburg
05.2009 - 09.2010
Sales/Manager
Woodfield Chevrolet Hummer
Schaumburg
03.1996 - 02.2009
- Managed sales team to exceed monthly targets and drive customer engagement.
- Trained new sales associates on product knowledge and customer service techniques.
- Organized promotional events that attracted potential buyers and boosted foot traffic.
- Implemented customer relationship management system to track leads and follow-ups.
- Analyzed market trends to identify new opportunities for dealership growth.
- Developed strategic marketing initiatives that increased brand visibility and expanded market reach.
Education
Bachelor of Arts - Communication Studies
University of Iowa
Iowa City, IA12-1991
Skills
- Call center operations
- Escalated complaint resolution
- Performance monitoring
- Process improvement
- Customer service training
- Team collaboration
Timeline
Client Care/Call Center Manager
Motor Werks of Barrington
08.2020 - 04.2026
Business Development Manager
Gjovik Ford
11.2018 - 07.2020
Business Development Manager
Woodfield Nissan
08.2017 - 11.2018
BDC Consultant
Magnet Digital And Data
05.2016 - 08.2017
Business Development Manager
Golf Mill Ford
09.2013 - 01.2016
Internet/Business Development Director
Woodfield Nissan
06.2011 - 05.2013
Internet Manager
Martin Nissan
03.2011 - 06.2011
Internet Manager
The Patrick Dealer Group
05.2009 - 09.2010
Sales/Manager
Woodfield Chevrolet Hummer
03.1996 - 02.2009
Bachelor of Arts - Communication Studies
University of Iowa