Jori Albright

Experience

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  AT&T

  May 2001 - Jul 2019

  Utilized feedback, technology, automation, Six Sigma, testing/tools, and Agile process to eliminate redundancies and drive enhancements in customer experience and end-to-end procedures in collaboration with virtual team. Ensured on-time completion of several executive-level, cross-channel portfolios of programs. Achieved and exceeded expectations, while delivering leadership direction to small and large-scale teams, Six Sigma Black Belts, and technical professionals.- Produced $150M+ annual profit, eliminated false test results, and optimized reliability of CX through execution of testing tool/process improvements by monitoring diverse forums and Kaizen events.- Selected from nation-wide Field Services for exclusive programs, such as AT&T Accelerated Development Program for executives, AT&T Lift and Connect for Women, and AT&T Corporate High Potential Program for displaying extraordinary performance.- Enriched CX for customer-facing organizations by reforming customer contact roadmap reconstruction, including SMS/messaging. Show less Provided direction to 60+ professionals across Agile change management, automation, recognition systems, employee engagement, performance measurement, IT design, APP development, industrial engineering, and process documentation. Encouraged adoption of dynamic behavior-influencing systems and tools by introducing internal communication and training strategies. Delivered $45M+ annual awards and 70K “My Rewards” cards by securing ‘no cost’ debit card option for employees. Enabled effective tracking of new process performance as well as recognized high performing staff members by introducing new metrics.- Attained $127M+ annual profit by utilizing direct customer feedback and $100M+ annual revenue through deployment of new employee referral system and associated rewards.- Optimized staff motivation by implementing integrated behavior-influencing systems and tools, such as engineered performance measurements, automated coaching, recognition and compensation, performance management guidelines, and communications.- Received recognition as ‘2016 Top Transformative Application for Business Process and Operations’ for automated coaching tool.- Improved service quality for national as well as international call center agents and field technicians by developing and negotiating Engineered Service Measurements. Show less

  • Area Manager | Program Manager

    Jul 2017 - Jul 2019

  • Area Manager | Program Manager

    Jul 2013 - Jun 2017

  • Senior Manager

    May 2001 - Jun 2013
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  The Keyes Company

  Jul 2019 - Feb 2021

  Realtor

  Deliver advisory support to local as well as overseas clients in home accommodation and management of multiple transactions, such as listings, purchases, and sales within Broward, Palm Beach, Martin, St. Lucie, and Indian River counties in Florida.- Enabled team to accomplish top 5% ranking in company across 50 offices and 3.5K associates.- Generated transactions, increased closed volume, and improved average sales price by 71%, 258%, and 51% respectively in 2020.

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  Pyramid Consulting, Inc

  Feb 2021 - May 2022

  Technical Project Manager

  Deliver leadership and project direction for AT&T performance measurement and manager enablement tools, utilizing client feedback, technology, automation, Six Sigma, testing/tools, and Agile/Waterfall process to reduce defects and drive enhancements in customer experience and end-to-end procedures. Creation and execution of robust communication plans, aligning strategy with key milestones/deliverables.- Collaborating with cross-channel teams to collapse multiple platforms into one.- Delivering communication series to address knowledge gaps.- Executing strategy to pivot ticketing tool to new environment.- Partnering to align performance measurements with technical processes. Show less

• 

  AT&T

  May 2021 - now

  Associate Director

  Solutions-oriented, strategic leader, driving results through others while inspiring, simplifying, and creating operational efficiencies for end user communities across AT&T. Hands-on experience spearheading and navigating large-scale programs and leading teams focused on data analysis, application and system support, and customer experience (CX).