Lora M. Email & Phone Number

Bealeton, Va, Us

Independent contributor assigned to building SOP's and help center documentation associated with the Customer Experience Department. This department included the Trust & Safety, Platform Integrity, and Customer Service teams, as well as newly-acquired companiesResponsibilities: - Shadowing Wholesale SME to learn systems, processes, and responsibilities - Documenting Wholesale SOP's for newly acquired companies - Analyzing data obtained from customer surveys to report on satisfaction and growth opportunities per clientele- Collaborating with Product and Engineering teams to communicate customer-reported bugs - Tracking trends in app usage, ratings, and customer happiness - Building case studies on long-term opportunities with solutions on resolutions

United States

Independent contributor assigned to rebuilding SOP's for Trust & Safety team to align with departmental and company changes. Responsibilities: - Regularly assessing process improvement for the Trust & Safety team - After-hours urgent case availability (as needed) - Developing and maintaining Trust & Safety training materials, including: syllabus development, material/policy alignment, hands-on practice, and engagement activities - Facilitating new hire training- Facilitating refresher and continued education trainings for the Trust& Safety team- Performed Quality Assurance (QA) audits of specialists and coaches - Reporting QA data to team leadership on a regular basis, highlight growth opportunities to communicate continued education next steps- Collaborating with leadership team to align continued education opportunities with KPI goals- Ensuring Trust & Safety team is optimized to SLA's- Updating and rebuilding SOP's - Copyediting and proofreading SOP's - Updating and copyediting external help center articles is alignment with Trust & Safety team process and procedure, then submitting them for publishing - Collaborating with legal team to ensure SOP's align with legal requirements

Warrenton, Va

Family business in construction industry specializing in stone countertops for commercial and residential clients. Responsibilities: - Completing 8 hours of HR Training in preparation of hiring responsibilities - Participating in Career Fairs to aid in Company hiring- Writing job descriptions roles for new company positions- Posting and managing Job Listings, arranging interviews, and coordinating management of New Hire Paperwork- Attending interviews, documenting qualifications, and providing candidate information to leadership for hiring decisions- Obtaining and maintaining Notary Public certification for the Commonwealth of Virginia- Learning and understanding material in warehouse and expected inventories to aid in Residential sales- Assisting in residential sales by writing quotes and filing organized copies for reference - Managing office communications, including all company inboxes, phone lines, walk-in and scheduled appointments (residential clients), and subcontractors (cleaning crew, waste management, pest control, HVAC, etc)- Supporting budgeting and bookkeeping procedures by managing, documenting, and tracking warehouse and office inventory- Working with Owner/CEO to coordinate office activities such as weekly meeting and Staff Parties- Working with CEO on pricing updates, communicating changes to the team and ensuring previous information is removed from access- Managing deliveries, requiring: -- Packaging and scheduling pick-ups for stone samples-- Coordinating with third party shipping companies, drayage, and container return for incoming international stone deliveries -- Coordinating with Warehouse Staff to prepare for scheduled incoming shipmentsExtras: - Wrote SOP for each role managed to aid with training future Administrators

Haymarket, Virginia, United States

Responsibilities:- Obtaining and maintaining CPR certification - Staying informed and compliant with state Early Childhood Education requirements- Completing 20 hours of independent training and 16 hours of in-house training around toddler care and state Early Childhood Education Requirements- Supervising daily class functions of a group of toddlers (aged ~12-24 months)- Observing all rules and regulations pertaining to the health, safety and care of children- Assessing each child's developmental needs and effectively communicating updates with parents- Implementing lesson plans and daily classroom curriculums - Maintaining a clean, organized classroom to encourage children to create, explore and grow- Maintaining necessary housekeeping duties of the classroom, common use areas, and playgrounds- Attending staff meetings, workshops, and school functions (as needed)

Phoenix, Arizona, United States

Responsibilities: -Assisting Manager with coaching Special Cases Team in the day-to-day tasks-Collaborating with management to streamline processes and procedures-Conducting regular quality assurance (QA) reviews for all members of the Special Cases Team-Reviewing QA results in 1:1 coaching sessions -Utilizing GROW Coaching. Playbooks, and SOP's to improve team consistency in case handling-Handling the highest risk cases and taking supervisor calls when requested-Providing support to all trust and safety teams to improve alignment and streamline efficiency between teams. Extras: -Wrote Interdepartmental Case Study to offer visibility of inconsistencies within trust and safety teams, providing solutions and benefits of alignment-Piloted the Off-Platform Solicitation Process, identifying growth opportunities through trial and error-Revised Chargeback SOP to include company impact of dispute outcomes-Assisted in building the Better Business Bureau Playbook and implemented process-Analyzed data for trends and opportunities, and collaborating with engineering to decrease contact around these opportunities

Phoenix, Arizona, United States

Responsibilities:-Collaborating with the Trust and Safety Team to aid in resolving most severe cases-Understanding ToS and independent contractor agreements-Communicating with all parties and thoroughly documenting timelines -Aiding in determining liability and communicating with Legal Team as needed -Addressing Better Business Bureau complaints to achieve the best possible resolution for both the end-user and the company-Resolving Chargebacks (payment disputes) by submitting evidence to banks, or working directly with customers to resolve payment concerns-Resolving CCPA requests by documenting and responding to end-users in accordance to Legal processesExtras: -Developed case studies on high-risk cases when needed-Assisted in the collection of case data for the legal or insurance teams as needed.-Rebuilt Chargeback SOP from existing playbook for consistency amongst the team-Built a Chargeback Table with prewritten evidence responses to standardize team processes and aid in consistency-Developed a tool to assist in finding permanent homes for abandoned pets, which included:--A list of no-kill shelters in key market areas--Resources detailing laws related to lost and abandoned pets--Lists of previously helpful (and unhelpful) shelters, vet clinics, and foster homes for future reference

Phoenix, Arizona, United States

Role designed to evaluate the company holistically, from Application to Deactivation.Responsibilities: -Reviewing applications for independent contractors to support selection process -Assisting with Adjudication and Pre-Adverse action processes by analyzing background check findings -Monitoring platform for fraudulent users, including removing users with multiple accounts exploiting "first time user" discounts-Assisting in enforcing Community Guidelines to ensure the platform remained safe and consistent amongst independent contractors-Aiding in resolving low-risk trust and safety concerns between independent contractors and their clients involving returning or replacing lost keysExtras:-Wrote macros around lost keys to aid in consistency in handling across the team-Built "lost key" SOP using provided "playbook" and newly built macros and policies

Responsibilities: - Attending regular Financial Security trainings on AML, wire fraud, and financial exploitation- Collaborating with the Bank Fraud Unit to escalate potentially fraudulent documentation - Verifying and processing customer-submitted documentation, including: -- Legal Name Change documents (e.g., marriage certificates, citizenship documentations, etc.)-- Joint Owner addition documents-- Beneficiary change requests

Responsibilities:- Responding to customer emails- Performing general troubleshooting over the phone as needed- Working as an Email and Web Support SME - Assisting with Email Support new hire trainingExtras:Developed personal document to track (and reuse as applicable) approved ad-hoc email requests -With leadership approval, provided document to Email New Hires as reference material-With leadership assistance, reused ad-hoc email macros were added to processes

Responsibilities: -Assisting customers with general banking services both online and over the phone-Answering phone calls to help customers with login issues, website troubleshooting, and account management-Responding to customer emails to address inquiries and proactively prevent future issuesExtras: - Awarded "Pinnacle of Excellence" award in 2017. "Pinnacle of Excellence" is described by the company as "prestigious" due to being "initiated by a person's peer group" and cannot be awarded unless within full adherence to KPI's, attendance requirements, and be scoring above QA requirements for at least 6 months

Tucson, Arizona Area

Call Center customer service contracted out for Verizon FiOSResponsible for: -Answering general billing and ordering questions -Setting up new phone, TV, and internet services -Upselling customers with TV add-ons, faster internet speeds, or Pay-per-view packages -Aiding in general router/modem troubleshooting

Head of Positive Dog Training ProgramResponsible for: -Building Dog Training Schedule, -Selling classes and educating staff on selling classes -Managing Sign and Advertising materialsTrained Dogs and Pet Parents in: -Basic Obedience to learn and positively encourage skills such as sit, down, and stay-Secondary-Level Training classes for more complex commands such as heal, "stay" with distractions, and friendly greetings -1-on-1 private classes to help pet parents identify and correct more specific opportunities such as separation anxiety, excessive barking/nipping, and minor snipping/nipping concernsAdditionally:-Met regularly with dog food brand salespeople to gain further education on the different pet food types and advantages-Became the location's Subject Matter Expert on all things dog-related, including harness/collar sizing, toy pros and cons, crates/kennels, and treatsWhen not training, aided in other store duties such as: register, customer assistance, cage and tank cleaning, and store inventory