Lori Halfaker Email & Phone Number

Greater St. Louis Area

• Effectively solve customer inquiries via phone, email and chat using CRM tool• Identify, document and follow up with engineers on product bugs and features• Advocate for customers by identifying trends in issues and suggesting improvements to processes, policiesand products.• Recognize errors and draft improvements to content in the external Support Center and internaldocumentation.• Collaborate with members of other teams to root out answers and be a resource to teammates.

Maryland Heights, Mo

• Executive Customer Experience Representative Office of the President at digital/print media marketing company.• Collaborative conflict resolution, assisting internal and external customers with accelerated account issues.• Point of contact for Better Business Bureau, AT&T executive office, telephone service providers, social media,legal departments.• Collect data, prepare and draft settlement packages for internal legal team.• Confidential support for internal legal team including copying, documenting, redacting confidentialinformation on legal documents.• Determined settlement amount and made recommendations based on proprietary formulas for advertisingerrors.• Positive conflict resolution, negotiating adjustments, explaining contract terms and conditions, correctingadvertisements, debt collection, social media monitoring, and customer retention.• Assisted customers with SEO/SEM optimization.• Creating and correcting algorithms, digital and print media advertising, sales and retention, adjustments andbilling.• Drafting, negotiating and executing updated contracts to correct errors, handling requests for proposals.• Cases documented in Salesforce and proprietary CRM, utilized JIRA ticketing, Website Editor, AdobePhotoshop.

St Louis, Mo

• Pioneered program to track sales claims (errors) on Excel spreadsheet implemented company wide.• Documented and monitored sales reports, reconciled errors through sales training and corrective action.• Worked with sales representatives to improve their results.• Created data analysis reports in Excel and designed PowerPoint presentations.• Successfully assisted customers with SEO/SEM optimization while retaining good customer relations.• Assisted high- risk customers with solving disputes concerning digital advertising and print media advertising.• Provided internal legal team with confidential support, including data gathering, documenting, recordcopying.• Utilized Salesforce and proprietary CRM, JIRA tickets, RFP (request for proposal), Microsoft Office.• Team Leader departmental PMEI/Participative Management Employee Involvement; process improvement.• Assisted Project Manager with department migration; meetings, scheduling, workflow, training.• Spearheaded employee motivation programs including awards and recognition including bonus program.

Bachelor Of Science (B.S.), Cyber Security

Curriculum matriculated: Cisco I-VI, Microsoft Windows Installation & Configuration, Linux Server & Network Installation & Configuration.

Bachelor Of Arts (B.A.), Journalism