Lori serves as the Director for Contact Center Partner Strategy and Operations for United Airlines. She is responsible for ensuring that United’s BPO Partner network delivers an accurate, reliable, and timely support experience for valued customers world-wide. Lori has more than 35 years of experience in various aspects of CX leadership and contact center operations. Previously she ran global customer support outsourcing for Ring, the fast growth tech innovator owned by Amazon. She also has enjoyed a long career in the BPO space including co-founding and serving as President of boutique provider, Synergy Solutions. Lori previously served as Chairwoman of the National Board of Directors for PACE – a non-profit trade association that was dedicated to enterprise clients and suppliers serving customers via the contact center.