Lorey J. Email & Phone Number

Wilmington, Delaware, United States

● Cultivates strong, long-lasting customer relationships by delivering exceptional service, ensuring their medical simulation goals and requirements are met.● Acts as the primary point of contact for new and current customers, addressing inquiries and troubleshooting non-technical issues through various support channels, delivering timely solutions and resources.● Leads the customer onboarding processes by providing virtual and on-site training that enhances user adoption and boosts overall customer satisfaction.● Proactively engages customers to assess satisfaction, monitor usage, and identify opportunities for upselling and additional services, driving long-term success.● Collaborates with cross-functional teams, including Solutions (Sales), R&D, Education, and Marketing, to ensure seamless communication and fulfillment of customer needs.● Conducts regular customer check-ins to update progress towards goals and gather feedback to continuously improve the customer experience.● Advocates for customer needs, ensuring alignment between customer expectations and company offerings to drive retention and loyalty.● Develops and implements customer success strategies, contributing to process improvements and best practices that increase user engagement and adoption.● Prepares detailed reports and internal presentations on customer success metrics, tracking key performance indicators (KPIs) related to customer satisfaction.● Resolves customer escalations swiftly by offering personalized support and collaborating with technical teams to address challenges.● Organizes and facilitates client success events such as webinars and training sessions, fostering engagement and enhancing user experience.● Manage customer support tickets using CRM systems like HubSpot, consistently maintaining a 98% resolution rate within service level agreement (SLA) timelines.

Philadelphia, Pennsylvania, United States

● Led the expansion of Grovara’s partner network from 25 to 140+ through strategic communication and efficient management, resulting in a 25% reduction in onboarding time.● Resolved B2B customer inquiries and troubleshooting requests as the primary point of contact, building trust and delivering exceptional customer service in a remote startup environment.● Managed the brand onboarding process, ensuring seamless integration and client satisfaction using Google Workplace tools similar to CRM systems like HubSpot.● Reviewed and optimized brand documentation for international export compliance, consistently meeting deadlines while adapting to evolving internal and external requirements.● Enhanced operational efficiency by 15% through team mentorship and collaboration with cross-functional teams, ensuring successful project outcomes.● Maintained customer support channels, including email ticketing systems like CRM HubSpot, ensuring regulatory compliance and providing data-driven insights for international market strategies.

Newtown Square, Pennsylvania, United States

● Led a customer service team across email, phone, and chat applications, ensuring exceptional client interactions and high-quality service delivery.● Provided expert assistance to team members on complex technical support inquiries, ensuring timely escalations and driving customer satisfaction.● Enhanced team performance by 20% through targeted coaching and training, creating a culture of continuous improvement and operational excellence.● Reduced case resolution time by 15% through process optimization, prioritizing cases based on data-driven strategies for greater efficiency.● Managed and maintained accurate customer contact records in Microsoft Dynamics 365 CRM, streamlining operations and improving client relationship management.● Monitored agent activities and communication volume in Five9 Cloud Contact Center System, ensuring optimal resource allocation and maintaining a high standard of service quality.● Collaborated with cross-functional teams to address recurring customer issues, identifying root causes and implementing long-term solutions.

Greater Philadelphia Area

● Delivered comprehensive HR support to employees and managers via phone, live chat, email, and web submissions, ensuring swift issue resolution and high satisfaction.● Managed HR inquiries by accurately creating tickets in the case management system, driving timely solutions, and enhancing service efficiency.● Processed a wide range of human resources transactions (HRTs) using Workday, achieving a 98% accuracy rate and handling an average of 50 daily transactions.● Provided precise information on HR programs and services, ensuring employees and managers received accurate guidance and support.● Collaborated cross-functionally to implement process improvements, reducing average case resolution time by 15% and optimizing client service.● Demonstrated strong problem-solving skills by consistently resolving complex HR issues, contributing to overall service excellence.

Newark, De

● Achieved a 95% customer satisfaction rate by managing over 40 daily client interactions, providing effective solutions and ensuring positive onboarding experiences.● Maintained 100% data integrity by ensuring the accuracy and completion of pre-employment processes and forms, strictly adhering to internal protocols.● Improved the onboarding experience by verifying and auditing candidate information, background checks, and drug test results, ensuring compliance and accuracy.● Facilitated clear communication between new hires and internal teams (recruiters, hiring managers, and executives) through multiple channels, ensuring seamless onboarding processes.● Processed over 300 job offers while maintaining consistent and transparent communication with HR and hiring managers, resolving issues promptly when necessary.● Provided expert support on pre-employment procedures through client-facing phone lines and email, addressing inquiries and resolving issues efficiently.

Baltimore, Maryland Area

● Increased customer satisfaction by 90% through efficient team management, optimizing workflows for two Customer Support Representatives, and ensuring timely responses across multiple support channels.● Reduced customer complaints by 25% by analyzing feedback and troubleshooting recurring issues, which provided actionable insights to the R&D team for product improvements.● Enhanced customer retention by delivering prompt, solutions-oriented service across various support channels, addressing product inquiries, order tracking, and usage guidance.● Improved overall customer experience by implementing strategic changes that resulted in consistently higher satisfaction ratings.● Demonstrated superior communication and multitasking skills, effectively managing multiple inquiries, prioritizing tasks, and ensuring seamless and timely support for clients.

Baltimore, Maryland Area

● Resolved an average of 50+ daily customer inquiries via phone and email, maintaining a 95% customer satisfaction rate.● Introduced product features and benefits to potential customers, driving a 20% increase in product awareness and engagement.● Ensured timely order fulfillment, reducing processing times by 15% through confirmation of shipments within 24 hours of order receipt.● Enhanced customer relationships and retention by applying upselling strategies, resulting in a 15% increase in average order value.● Utilized interpersonal communication skills to boost order sizes by 10% through personalized customer interactions.● Streamlined order fulfillment processes on the Volusion platform (similar to Shopify’s online commerce platform), improving accuracy and efficiency.● Identified opportunities to improve the customer experience, leading to faster adoption of product features and enhanced customer experience.● Delivered proactive post-sales support, ensuring customer issues were resolved swiftly and minimizing churn.

Baltimore, Maryland Area

● Converted 75% of prospective students into enrolled members by establishing empathetic and professional relationships, offering personalized enrollment assistance tailored to individual needs.● Delivered exceptional customer service by managing over 60+ daily calls in a high-volume call center, maintaining a 95% resolution rate and exceeding performance targets.● Enhanced customer engagement and communication through electronic platforms, ensuring a 90% response rate within 24 hours, leading to improved satisfaction and onboarding experience.● Facilitated a seamless onboarding process by mediating between schools and families, resolving enrollment obstacles, and reducing dropout rates by 15%.● Played a pivotal role in identifying and addressing customer pain points, reducing enrollment-related misunderstandings by 20% through effective communication of state and federal guidelines.● Drove a 15% increase in enrollment from targeted segments by executing outbound calling campaigns, successfully identifying and assisting over 100 families in need of support.

Master Of Arts - Ma, Organizational Leadership

Bachelor'S Degree, Social Sciences