Lane C. Email & Phone Number

 Spearheaded the revitalization of the Enterprise Mentorship Program, including identifying areas for improvement, presenting a proposal to Support Leadership, and maintaining active involvement throughout the implementation process Developed strong working relationships with internal teams through the course of supporting top accounts Became a “go-to”.

Tacoma, WA

• Provide customers with technical guidance to ensure success implementing Software as a Service products
• Explain highly technical processes and procedures to customers of all skill levels
• Contribute to internal knowledge base with standard operating procedures, user guides of new features
• Collaborated on development and implementation of training curriculum for new-hire onboarding, resulting in comprehensively trained employees prepared to research and resolve incoming requests

Greater Seattle Area

• Provided strategic direction and management to a team of 20 e-filing specialists handling client efforts spanning 12 states, resulting in an increase of electronic court filings by 64% year-over-year
• Responsible for increasing average monthly throughput of team by over 60% from 5,873 suits filed to 9,611 by efficiency measures including process optimization, team training, and relationship management; these efforts.
• Generated reports tracking team key performance growth indicators for Director-level analysis
• Collaborate with development team to implement the integration of court filing portal data exchanges

Greater Seattle Area

• Trained an innovative team of 6 court-filing specialists in process and workflow optimization
• Streamlined customer experience within the lifespan of orders by identifying specific customer needs and adapting outdated workflows to provide efficient delivery of case data
• Performed root-cause analysis on issue backlog to simplify workflows and provide order resolution
• Created process improvements leading to a 12.5% decrease in the number of days required for case work

Seattle

• Collaborated with a team of 8 electronic logistic specialists to perform document acquisition fulfillment
• Performed process improvement and taught team members strategies to increase throughput

• Maximized department organization resulting in decreased time spent on inventory maintenance
• Increased frequency of positive secret shopper reviews by providing informed customer interactions
• Expanded capacity of wireless sales by successfully completing AT&T and Verizon training curriculum
• Implemented inventory procedures, tracking of sales and promotions within the shoe department