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” resource for many Enterprise team members in ATS and VMS Access spaces, owning VMS Access training and upscaling of new SMEs Effectively prioritized client requests, assigning severity and working to resolution with urgency matching the nature of the issue Quickly developed a high level of ATS product knowledge to support complex Enterprise clients, understanding customer needs to provide tailored solutions

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 factored into the acquisition of new contracts increasing company volume by 30%• 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Streamlined customer experience within the lifespan of orders by identifying specific customer needs and adapting outdated workflows to provide efficient delivery of case data• Performed root-cause analysis on issue backlog to simplify workflows and provide order resolution•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