Lori Nicholson Email & Phone Number

Providence, Rhode Island Area

Responsible for developing training materials for our online University.Conduct contracted customer training (In person or via Zoom Meeting).Developed and Conduct monthly 1/2hr - 1 hour Webinars Responsible for developing documentation to be shared internally and externallyResponsible for developing and conducting training for product upgrades and enhancementsDeveloped internal webinar series to bring all internal users from beginner to "master user" statusResponsible to creating short "how to" videos for internal and external customers to assist in cutting down customer support ticketsGet involved with high churn risk customers to help educate them on our tools to make us more stickyHelp develop easy to use and understand reports for internal and external clientsDuring COVID (most of 2020) with the help of 2 other team members we ran COVID related webinars weeklyCreated short how to videos to push some newly created templates to help during COVIDResponsible for doing quality assurance on platform upgrades - testing, creating materials and launching webinar series around the changesSubject matter expert for all platforms available from RSiGet involved in any functionality based escalations that can't be resolved otherwise

Providence, Rhode Island Area

Responsibilities Included:Training any new hires on our processes.Any and all escalation callsHelped team members and clients create templates for specific use cases Educated clients and team members on how to analysis the report to make business decisions.Created / Implemented a ticket auditing process where a specific number of each analysts tickets were audited every month to make sure that tickets were answered correctly. If they were not then I would meet with the analyst one on one to help bridge the knowledge gap.Held weekly ticket meetings where our analysts would bring in problem tickets or tickets that they were not sure what to do with and I would help educate them on the correct action to take.Coached other team members to help them to understand analyzing data.

Providence, Rhode Island Area

Responsibilities Included:Responsible for assisting customers with any issues they had. From creating reports to help them get value from our platform.Created user accounts for new customers.Updated attributes for users.Created many Excel based reports for customers to streamline their reports.

Pawtucket Ri

Responsible for:Worked on the Walmart Team.Responsible for preparing for Ads and making sure product was allocated to meet Ad needs.Responsible for the weekly allocation and version management for planogram.Streamlined weekly reporting using Excel skills from a very manual process taking hours to a 1/2 hour weekly process.