Lori Grode Email & Phone Number

Oversees the operational and strategic management of a client relationship with the primary focus of achieving and surpassing client expectations. Creates account profitability; serving as the primary escalation contact; providing account leadership and mentorship to the Site Managers and on-site teams

*Coach and develop onsite and remote staff*Actively partner with Recruiting to bring in and source strong candidates*Create monthly report for client billing*Partner with my Co-Senior Site Manager to roll out new practices and protocol firm wide*Travel to remote sites as needed for on-boarding and coaching needs*Work creatively with the law firm to resolve and prevent issues and challenges

*Promoted within two years to manage one of our largest accounts in the Twin Cities based on my demonstrated skills in team and operations management. *Coach, support and develop a team of nine. *On a monthly basis I pull statistics and create monthly presentations for both Epiq and the law firm my team and I support.*Streamlined and developed new protocol to match changes in demand in response to COVID and improve efficiency.*Developed and maintain a strong relationship with onsite law firm leadership through transparency and effective communication.*Partner with Epiq’s Diversity and Inclusion Committee and human resources to roll out D & I initiatives as well as HR related updates to my team.*Review and approve payroll.*Meet with firm Legal Administrative Assistants on a monthly basis to discuss daily operations to ensure my team is meeting the needs of the firm. *Recruiting, screening, interviewing and on-boarding new and potential staff. *Partner with recruiting and my boss when I have a strong candidate who may not be the right fit for my opening/team to ensure that the person is matched with another role in the organization that might be a better fit. *Assist new hires and my current team with their annual benefit renewal.

*Responsible for the daily operations of the Saint Paul Animal Humane Society Site, consisting of 40+ staff and 200+ volunteers.*Partnered with the Volunteer Coordinator to ensure all volunteers were properly trained and that they felt supported and appreciated. *Managed the operational flow of animals through the site and partnered with other site managers to impact animal movement throughout the organization.*Identified and facilities related issues and partnered with the Facilities Manager to find resolution. *Proposed large projects to upper level management for review for future fiscal years.*Developed and maintained partnerships with Saint Paul Animal Control and other rescue groups in support of animal welfare in both the broad and local communities.*Through coaching and targeted hiring practices, took a chronically under performing sales team and turned them into one of the top selling teams, regularly landing $10,000 over the site’s monthly revenue budget.*Handled and found resolution for all second level customer escalations.*Developed protocols directly relating to the Saint Paul site as well as organization wide.*Held monthly meetings where I discussed monthly statistics and highlights with an audience of my team as well as those from other sites and members of the senior leadership team.*Presented topics at all site meetings where all of senior leadership was in attendance as well as staff from all locations.*Attended manager level meetings where my peers and I attended training sessions and discussed ways we could learn and grow as well as organizational opportunities.

*Supervised 3 departments with a team of about 15 staff members and 50+ volunteers.*Coached and developed a highly skilled customer service/sales team.*Increased efficiencies within the animal care and veterinary services departments through streamlining processes and ensuring all staff were fully trained on and following protocol. *Partnered with the Volunteer Coordinator to ensure volunteers were properly trained and felt supported and appreciated. *Partnered with other rescue groups to increase the flow of animals, supporting the overall mission of the organization as well as positively impacting revenue.*Held monthly staff meetings to open up communication and allow for team building opportunities. *Attended regular supervisor level meetings, during which I participated in a training process called The Advantage which focused on peer to peer accountability within teams, supported the coach approach to management and overall transparency from entry level staff up to senior leadership and back. It was a great learning experience and one I was able to roll out to my teams as well. *Helped out in all 3 of my departments so that I was well versed in the daily processes and challenges my team faced so that I could be more effective as their leader. *Focused on cross training as many of my staff as possible to remove challenges in staffing due to illness or vacation time. *Screened, interviewed, and on-boarded all new hires.*Partnered with the facilities team and the procurement department to ensure the site was functioning properly and that we had the supplies we needed.

Bachelor Of Human Resource Management

Activities and Societies: Delta Mu Delta International Honor Society in Business The National Society of Leadership and Success

Associate'S Degree, Business

The business degree with MCTC has a transfer program with Metropolitan State University which I plan to follow to continue towards my.

Associate'S Degree, Law Enforcement Science