Lori Howard-Mccool Email & Phone Number

United States

Thornton, Colorado, United States

• Delivered exceptional customer service by creating magical, memorable experiences for every guest
• Confirmed reservations and coordinated seamless photo sessions with Santa for children, families, and pets
• Captured high-quality holiday photos, ensuring guests left with cherished memories
• Recommended and upsold personalized photo packages to meet individual customer needs
• Maintained a festive, welcoming environment to enhance the holiday experience

Denver Metropolitan Area

• Led the technical design and execution of Account-Based Experience (ABX) campaigns, driving targeted marketing efforts for Health Plans and Health Systems
• Developed and optimized landing pages, forms, digital ads, and audience segments to enhance campaign performance
• Applied and documented ABX best practices, continuously refining playbooks to improve marketing efficiency
• Curated, cleansed, standardized, and orchestrated contact lists, ensuring data accuracy for effective campaign outreach
• Provided training to marketing and sales teams on leveraging ABX content, technologies, and campaign strategies
• Conducted in-depth account research and intent monitoring to identify potential leads and drive acquisition efforts

Greater Denver Area

• Gathered and organized customer implementation artifacts to ensure timely population of benefits and site guidance responses, aligning with project plans and go-live deadlines
• Extracted and input key data elements from health benefits documents and data files into CMS and configuration systems, ensuring accurate and up-to-date customer implementation information within project timelines
• Managed and enhanced the training corpus for AI systems, including IBM Watson® and Cognigy, continuously refining chatbot performance through the adjudication of user queries
• Collaborated with the Applied AI team to expand machine learning capabilities, improving internal classifiers and Watson® technologies for advanced dialog management and question-routing logic in Watson® Assistant
• Played a key role in advancing AI-driven customer support solutions, optimizing chatbot functionality to deliver more accurate and efficient responses

Centennial, CO

• Managed Accounts Receivable processes, including generating sales and service invoices, processing payments and deposits, handling billing corrections, and overseeing aging and collections to ensure timely revenue flow
• Handled Accounts Payable duties by coding and processing vendor, utility, and business invoices, ensuring accurate and timely payments
• Assisted with various banking tasks such as reconciliations and deposits, contributing to the overall financial health of the company
• Performed general administrative tasks to support the finance department, ensuring smooth daily operations and compliance with financial procedures

Aurora, Colorado

• Utilized over 200 medical guidelines to accurately determine the appropriate appointment type, ensuring efficient scheduling and optimal patient care
• Expertly booked appointments while prioritizing urgency and patient needs, maintaining a high standard of accuracy
• Identified and escalated high-risk calls requiring immediate medical attention, contributing to patient safety and care responsiveness

Shepherd, Texas

• Accurately processed all financial transactions in compliance with bank procedures and federal regulations, ensuring timely and precise record-keeping
• Performed specialized banking services, including opening new accounts for a range of banking products, issuing cashier's checks, personal money orders, and handling requests for bank cards and checks
• Delivered exceptional customer service by addressing client inquiries and providing tailored banking solutions, contributing to customer satisfaction and retention

Centennial, CO

• Delivered exceptional customer support by promptly resolving technical issues and ensuring satisfaction with all product and service interactions
• Ensured contractual obligations were consistently met, adhering to service level agreements and customer expectations
• Provided comprehensive training to customers, empowering them to effectively use computers and applications to meet their needs and improve efficiency

Greater Denver Area

• Analyzed electronic flow measurement data from field operations, identifying and resolving data abnormalities to ensure consistent accuracy and reliability in the gas measurement system
• Conducted thorough data validation to confirm the completeness and integrity of measurements, ensuring compliance with industry standards and contractual obligations
• Collaborated with cross-functional teams to address and resolve issues, contributing to operational efficiency and data-driven decision-making

Greater Denver Area

• Collaborated with cross-functional teams to address complex customer issues, ensuring seamless resolution.
• Increased Jira knowledge base usage by creating detailed articles on common product issues and solutions.
• Contributed to product development by sharing valuable customer feedback and insights with engineering teams.
• Conducted comprehensive product training sessions for both internal staff and external customers.
• Responded to customer inquiries and provided technical assistance over phone and in person.
• Created written documentation and training guides.

Collaborate with customers to determine their large or high-profile web event needs and perform all necessary technical and client training tasks, as well as documenting and streamlining team processes to provide an excellent customer experience in an efficient working environment.

• Supporting the Events team to coordinate and conduct operator-assisted meetings by scheduling audio bridges, sending reservation confirmations, editing recorded meetings, and other tasks as needed.
• Documenting the processes involved with scheduling operator-assisted events and other procedures.
• Maintain customer training schedule.

Provide customer service and technical support for ReadyTalk web and audio conferencing subscribers and their conference participants.

Provide technical support for Microsoft FRx and Microsoft Forecaster financial analytics applications.

Microsoft Business Solutions was the division of Microsoft under which FRx and Solomon were aquired.

Initially provided administrative support to the Marketing / Creative Services and Support departments. Later provided technical support for users of FRx Financial Reporter, which was an analytics application that was bundled with the Solomon IV general ledger accounting software.

Associate, Applied Business, 3.21

Majors: E-Business Technology, Office Administration

Certificate, Life And Health Insurance

Certificate, Basic Supervision