Lori Muldoon Email & Phone Number

Pleasanton

Significant reduction of client complaints as a result of research and analysis of vehicle manufacturer data obtained from multiple sources.Identified and resolved problem areas by monitoring quality assurance of new and less experienced employees to provide enhanced customer serviceOrganized and led the team responsible for the research and development of critical airbag information to provide support to the automotive collision industry.Empowered by management to resolve escalated customer service issues and to identify and implement versatile scheduling and staffing solutions in order to reduce customer wait-times.; Create and enter retail items for promotional discounts for advertised and unadvertised specials. Receive, research, and resolve store pricing issues and questions. Identify and recommend resolutions to promotional pricing discrepancies.Use oral and written communication skills to inform internal and external clients of issues and resolutions.Proof advertisements for pricing detail accuracy.

Information provider for the automotive collision estimating industry.

Identified problem areas and implemented solutions resulting in reduced client complaints and improved customer satisfaction.Organized and oversaw teams tasked to research and analyze data across a wide variety of platforms for the automotive industry.Participated in multi-departmental special projects involving both internal and external clients.Doubled vehicle file releases on a monthly basis by developing and implementing a tiered production process that led to significant reductions of client requests for up-to-date vehicle information.Assisted in the restructuring of new hire curriculum in order to match it more closely to the daily work environment. As a result, new hires gained a clear understanding of daily expectations resulting in higher levels of productivity and accuracy.

Responsible for resolving escalated customer service issues.Data entry of returns/exchanges and orders received in the mail.Responsible for reducing "on hold" time by flexing staff as necessary.

Tasked with the responsibility to resolve escalated customer service issues and implemented procedures that resulted in a significant improvement if customer satisfaction.Assigned the position of team leader for customer service telephone staff in order to improve the process. Reduced the amount of time customers were placed on hold by implementing flexible staffing, applying best practices and coaching the staff to improve customer satisfaction.Expanded individual role to include order entry, processing returns and exchanges and monitoring customer service staff. Achieved a significant reduction in turn-around time for order placement, fulfillment and customer reimbursement.

Designed, installed, and maintained commercial and residential landscapes.Oversaw landscape and maintenance crews.Wrote bids and contracts.Processed payroll, payroll taxes, accounts payable, accounts receivable and written proposals.

Wrote bids and contractsOversaw landscape and maintenance crewsInstalled and maintained landscape and irrigationProcessed payroll, payroll taxes, accounts payable, accounts receivable, and workers compensation.

Law

Bs, Criminal Justice Administration

Activities and Societies: Graduated Cum Laude with Distinction in major.

Bachelor Of Science, Criminal Justice Administration

Associate Of Arts, Psychology

Juris Doctorate