“My attitude is that of an eternal learner. There is not a day that goes by where I don’t learn something new.”
Loretta Smith is a Team Leader at VitalStorm, but you’ll never hear her referring to herself in that capacity. The personable staff member, who oversees the Lead Qualifier (LQ) department, refers to herself as “one of the team,” and is adamant about that designation. The success that her department has enjoyed since her transition last September cannot be separated from this philosophy. Her “all of us are in this together” attitude has inspired a seismic shift in both the performance and general well-being of the team. Loretta might be in charge of her devoted staff, but she’s also directly involved in their day-to-day processes; handling many of the same tasks that she did before her promotion.
It takes quite a bit of juggling, but she wouldn’t have it any other way. The Lead Qualifiers handle over 40,000 calls per month to determine if they qualify as a true lead – ensuring a cost-per-qualified-lead for our clients. This places an enormous responsibility on the LQ’s to deliver clear, accurate results, which also directly affect other departments. Her warm sense of humor and relatability have clearly made a mark on her staff – who have experienced renewed momentum since her transition last fall. The former Quality Assurance Lead from GMAC/Ally took the time to answer some questions about her evolving role – and the direction that she sees the department headed in the near future.
Can you share some of your professional background?
Thanks for throwing me an easy question… “Cough, cough.” I actually have been a business owner and have worked in the corporate side of business for over 10 years now. I have done everything from collections to quality control to executive office of complaints. I have worked on the bankruptcy, mortgage and credit side of business as well. All these different positions have taught me the necessity of protecting not only my company’s best interest – but those of my customers as well.
What is your official title and job description?
My official title is Empress of Starfleet Federation of Planets. Just kidding. I am the Team Lead for the Lead Qualifiers Department. My job description would be ensuring that our calls are qualified within 24hours. There are times when I feel more like a mathematician due to all the numbers that I look at on a day to day basis. Now don’t get me wrong, there is a lot more that goes into this positon than what you see here. I manage people, relationships and ensure that our accuracy is spot on so that our clients have the most accurate information. I think of our department as the one that lays the foundation for the rest of our company to succeed. I know that it is imperative to have the strongest foundation so that we can continue to grow.
How did your previous position at GMAC help inform your role at VitalStorm?
Boy! You don’t hold back on the questions when you ask them, do you? My Previous position with GMAC/Ally kind of ties into my professional background, something that I am very proud of. I held a Quality Control position with GMAC/Ally Financial for 7 ½ years, almost 8 years. In that position I was responsible for grading calls for GMAC/Ally’s collection staff, and educating them on the correction necessary to keep GMAC/Ally in compliance with local, state, and federal collection guidelines. I also enjoyed the opportunity to hold discussions, and training meetings for GMAC/Ally’s staff. Many of the facets of my career with GMAC/Ally have made me the kind of person that I am today.
These include creating the compliance scorecard for their bankruptcy department, and being a member of the ACE committee, which implemented new programs that saved the company money, and taking the lead in creating the quality assurance portion for new hire training (with the learning and development team). These things, just to name a few, have formed me into the kind of person who is innovative, strong and committed to doing the best job for my company. I am a very meticulous person and believe this is where I developed a lot of the processes I am introducing here at Vitalstorm. I appreciate the opportunity provided to me by our owners, and look forward to helping Vitalstorm become the premier standard for our marketing services.
What is a typical day for you at the office? Is there a typical day? How has your role changed since you began working here?
To be honest there is no typical day here at Vitalstorm. Which isn’t a bad thing. Each day brings new challenges that I conquer, and trust me there is nothing better than a good challenge. I actually started as a Lead Qualifier, and was moved into the Team Lead position.
Can you discuss how your team works with both Feedback and PPC?
I can honestly say that it goes back to the foundation of the company, working closely with these two departments allows us to provide premier service for our clients. We provide information that will help give an accurate lead to help maintain our clients’ accounts. I don’t think that we work closer with these two departments alone. I feel that we have a close working relationship with all parts of the Vitalstorm family.
What are your personal goals/team goals for the near future?
My personal goals for the near future are to continue to grow our LQ department as well as work towards other ideas that I have which I believe will benefit this company in so many ways. However, I don’t want to put the cart before the horse.
What do you personally bring to the company culture at VitalStorm?
I feel that I bring a strong commitment and personality to a company with an all-star cast, and I being a part of that cast only makes our team stronger. My attention to detail, my concern for what others may call “the small things” only help ensure our accuracy. Without this attention to detail, problems and errors can be missed, and that would derail our client’s trust in Vitalstorm. My meticulous nature and pride in what I do demonstrate my commitment to Vitalstorm’s success. My attitude, is that of an eternal learner. There is not a day that goes by where I don’t learn something new. I welcome new ideas, new methods, and different perspectives of how to accomplish goals. Sometimes an outsider’s view can open up a galaxy of opportunities that I may have missed because I had only my own perspective. My attitude, or outlook, if you will, allows me to be comfortable in knowing that everyone brings something unique to the table.
If you would like to know more about what Loretta’s department can do for your business, give us a call today at 877-311-5695.