As part of the Strategic Delivery & Support Team, I lead initiatives and process improvement projects that enhanced the Nordstrom Customer Experience. • Represent the customer and end-user capabilities in all company and operational initiatives. • Influence requirements in credit initiatives. • Provide solutions to key stakeholders that improve customer experience. • Perform trend analysis to identify opportunities for process improvements.

Patient Service & Care Coordination • Operational Improvement • Change Management================================================================== I found health care to be the perfect arena for my style of strategic, yet compassionate customer service, and I’ve been working tirelessly to improve the patient experience at NJH ever since.► To manage a program that’s grown 50% over 3 years (and keeps growing), I’ve consistently introduced new ways to streamline workflows while constantly collaborating and building relationships with clinical physicians, finance, operations and ancillary services to:• prevent and solve problems; • establish more efficient, cost-effective systems; and • exceed patient expectations.► I’ve thoughtfully recruited, selected, hired (8+), trained, coached and motivated — to form “the glue” of the OOS program – a team of 16 direct reports who contribute to improving the health of patients from around the world.► My manager summed up my dedication in 2015 with, “She has built a team that has the right staff in the right positions for success. Lori is passionate about ensuring her staff are trained to allow them to be able to be successful in their roles.”► By coaching, clearly communicating new policies and expectations, and encouraging the use of common tools to streamline workflows, I’ve empowered my team and driven results such as:• a plummeting # of escalations, • a dramatic improvement in patient response time and visibility to it, and• a reduction in insurance verification time by ½. ► As my manager put it, “Lori is passionate about customer service. She takes all feedback as opportunities to learn and grow.”

Strategic Project Planning & Leadership • Research & Analysis • 100% Financial Accountability=======================================================================Knowing no other way, I took the same professional approach to a personal matter following the decline and eventual loss of both my parents to cancer within a few short years.With very limited background info, I pieced together the current state of their business affairs to set goals, define processes and meet timelines as the person in charge of financial affairs and real estate investments for the trust they’d set up in Ohio. If you’ve ever experienced this, then you know just how intricate and involved it can be. ► I traveled constantly between CO and OH, seeing to every daily detail plus financial oversight for 14 rental units, including qualifying tenants, coordinating inspections, forecasting and budgeting, paying bills, analyzing variances, negotiating contracts, scheduling repairs and enforcing rules of occupancy.► During those trips, I was constantly identifying, picking and leading ROI-driven initiatives. That focus helped me increase the income from the estate’s 3 multi-family rental properties (by 35%) and eventually sell 5 total properties (at max value and capacity) in a tough market. ► I also learned, then took the lead on, maintaining all estate financial records, settling outstanding debts, paying estate taxes and producing quarterly beneficiary income and expense reports to keep the trust’s other stakeholders informed of results and future action plans.

Sales & Service Training + QA Program Leadership • Creating a Consistent Customer Experience=========================================================================Drawing from my call center and customer care support background, I earned a 90% employee satisfaction rating while driving change in another previously unfamiliar industry (this time finance), aligning the disjointed approaches to training, customer service and quality assurance (QA) practiced by 600 employees at 4 sites nationwide.► While leading the sales and service training and QA programs (2 programs brought together under 1 leader for the 1st time), I wholeheartedly mentored and coached 12 highly engaged direct reports, including 1 admin, 7 trainers and 4 supervisors across 4 regional customer care centers.► As the go-between for the director of ops and 4 site managers, I designed and conveyed plans to improve customer and employee satisfaction and enhance efficiency, working 1-on-1 to help site managers grow as we worked together to solve their regional challenges.► By hiring true training experts to roll out consistent product, new hire and ongoing training companywide, I took our training program to a whole new level (which helped me earn outstanding contribution awards in 2005 and 2007).► By introducing computer-based training and launching a quality initiative that aligned previously segregated sales and service functions, I further advanced my mission to deliver a consistent customer experience across channels.► And while leadership was thrilled that my prudent approach to budget planning and management helped me deliver the 2007 $2.2M budget 12% below target, I’m most proud that my leadership skills earned me a 90% satisfaction rating (2007) from my team (9% above average).

Call Center Operations • Coaching & Managing Managers • Consistent Customer Approach Models===========================================================================When I started my tenure at MCI (on the sales side), I led and developed a sales team of 12 new account execs to exceed sales goals by 13% in just 6 months. I earned multiple team MVP sales awards before moving on to provide sales and customer service support and mentorship to reps servicing OH’s top accounts, valued @ $34M.Based on my success establishing and rolling out processes that increased revenue, customer satisfaction and retention and improved turnaround time by 50%+, I was wooed from the sales side in Cincinnati to share a field/face-to-face customer service perspective and help call center staff better serve small business customers nationwide.► As a customer experience champion, I created and rolled out consistent approaches across 8 depts., including Tech Support, Complex Billing Research, Escalations, Premier Service (top 300 small biz accounts), Field Help Desk, Dedicated Product Support, Quality Monitoring and Technical Training.► By painstakingly analyzing billing issues and trouble tickets and listening to calls to identify costly and/or reoccurring issues, I was able to pinpoint root causes and partner with dept. leadership to implement processes that avoided the same mistakes. That approach helped me drive down our mean time to trouble ticket resolution by 67%.► I also helped enhance overall service by training our customer service reps to provide tech support (an enormous efficiency booster) after orchestrating the move of a 40+-person technical support team handling 50K calls and 4.5K tickets/month from CA to CO.► I even earned several awards for outstanding service contributions in 1998 and 2001, but the success of the business call center staff of 100+ (7 direct reports) under my leadership was my real reward.