Lori Simonelli

Lori Simonelli www.linkedin.com/in/lori-simonelli- Wayne, NJ-- EXPERIENCE SKILLS Enabled Media - Montville, NJ - Compliance Manager/Team Trainer - March, 2016 - February, 2022 ○ Excellent communication ● ● ○ Ability to resolve complex ● ● ● ● ● ● Overall management of the customer service department Drafting responses to government agencies based on customer complaints Script writing for various campaigns and upkeep of all collateral Responsible for checking shipment status, handling delayed orders in the fulfillment center and ensuring discounts and refunds are properly executed and processed Quarterly travel to train agents at various call centers Daily review of agents call volume, call quality and general statistics. Perform ongoing training to address issues and ensure campaign awareness and understanding Conduct weekly calibration calls with other senior team members to identify agent roadblocks and implement training to address these concerns and interpersonal skills issues with interdepartmental collaboration ○ Capacity to work efficiently under pressure ○ Proficient mentor and supervisor of direct reports ○ Equipped to motivate and train others ○ Talent for organization combined with multi-tasking flexibility Valley National Bank - Wayne, NJ - Senior Supervisor/Team Leader - April, 2012- February, 2016 ● ● ● ● ● ● ● Offered guidance and assistance to Customer Service Representatives handling customer inquiries Provided coaching and mentoring towards achieving sales goals and Mystery Shop Standards Monitored daily call volumes and workflow to determine adequate staffing needs and to ensure KPIs are being achieved Managed the daily workflows of CSRs Handled disciplinary actions and conducted employee reviews Resolution of customer inquiries regarding account balances, credit/debit card disputes and various banking needs Promoted and sold various bank products Continued below ● ● ● ● Generated and maintained fraud reports Performed call monitoring and analysis to assess opportunities for the representatives to maximize their referrals Managed monthly reporting on overall team status, call content and quantity and group incentive goals Conducted weekly meetings to help build team cohesiveness and strategize sales opportunities Ned Stevens Gutter Cleaning - Fairfield, NJ - Sales Team February, 2011- April, 2012 ● ● ● Performed daily negotiation of cleaning contracts, service plans and gutter installation and repair for 12 states Relationship maintenance with existing clients Provided daily training to agents to enhance sales and company profitability EDUCATION Northeastern University, Boston, MA ● ● Graduated Bachelor of Arts Cum Laude Major - Journalism/Concentration in Advertising.