Lorrie Johnson Email & Phone Number

Monitor multi-channel inbound support inquiries and resolve or escalate as needed. Provide in-depth support for Down Payment Connect for individual loan officer and real estate prospects and customers. Provision enterprise access for new trial prospects and new customers. Assist with customer usage monitoring monthly to help identify integration or adoption issues and resolution needs, as well as customer successes that warrant promotion. Track and maintain customer records, call notes and follow up tasks in HubSpot. Maintain relevant HubSpot records and coordinate drafting and delivery of monthly program update emails to DPA providers in partnership with Operations team.

Las Vegas, Nevada, United States

Responsible for managing a team of associates supporting Payment Operations with a focus on resolving player issues by way of solving Zendesk tickets related to deposits, withdrawals and chargebacks. Work closely with Customer Experience to obtain requested player documents to facilitate resolution professionally, empathetically, accurately and urgently.• Created (both written and video) library of procedures/processes on how to perform various tasks and duties (with a focus on Chargeback resolution, back office access to 3rd party payment processors).• Contributed and collaborated with Process Improvement Team to develop processes to eliminate many manual/tedious tasks which resulted in an overall improvement in the “quality of life” for our Associates as it impacts their day-to-day duties.• Communicated regularly with 3rd party processors to resolve issues and improve processes.• Ran reports related to Zendesk and developed a QA process to coach and develop each team member.• Developed and managed team’s schedule, PTO/time off calendar, mid-year/end of year annual reviews and goals.

Las Vegas, Nevada, United States

Responsible for interviewing, hiring and training Customer Service Representatives. Build and Customize Zendesk Customer Support Software alongside IT and Zendesk consultant to allow customers to navigate, call, email and chat via “tickets” with Customer Service team to resolve issues and answer questions. • Created procedures/processes on how to perform CSR duties.• Ran reports from various databases (i.e. verification reports, exception reports, etc.).• Interviewed, Hired, Trained, Shadowed and Coached CSRs so they can perform their duties• Scheduled team members to cover 7 days a week/12 hour days.• Worked directly with 3rd party partners (IGT, Sightline/Play+ and Global Payments/PaySafe to escalate and resolve funding/withdrawal issues.

Las Vegas, Nevada, United States

Hire, train and manage sales reps in the greater Las Vegas Metropolitan area.Assist merchants by education, transparency and honesty in ways to allow them to save money, time and headaches through solutions such as payment processing, payroll and lending.

I trained and managed a team of 10 sales reps. to sell payment processing a.k.a. merchant services/payment solutions to merchants. For example: Visa, MasterCard, Discover, American Express, ACH, Check Verification, Check Guarantee, and Recovery.

Director of Sales & Marketing• Secured millions of dollars of system level new business by visiting/cold calling key level executives of OEMs.• Managed existing accounts and worked on sales forecasts.• Coordinated all internal operations from initial contact to delivery of product.Director of Customer Service & Marketing• Managed (4) customer service representatives and one (1) administrative assistant.• Designed marketing/sales collateral depicting company's services.• Visited with current and prospective customers to discuss current projects, issues, and future sales.• Prepared and analyzed reports.• Developed and implemented company/departmental policies and procedures.

* QuikPlay is a joint venture between International Game Technology (IGT) & Global Cash Access (GCA)Marketing Manager• Planned and supported all major gaming tradeshows and events.• Designed company and product related literature including production, tradeshow, sales collateral, and signage (write and edit copy).• Trained casino personnel and casino patrons during pre-install and post go-live.

Sales Administration, Manager• Acted as the Sales and Distribution (S.D.) Module Team Lead for SAP development, test, implementation, go-live, and end-user documentation and training.• Created and Maintained all Master data in SAP S.D. module as it relates to pricing, discounts, terms, taxes, addresses, etc.• Reviewed all incoming Sales Agreements determining type of sale, terms, pricing, engineering requirements, etc.• Determined and prioritized engineering requirement changes (E.C.’s) as they relate to pending or projected sales orders by holding weekly Sales Order Review Board (SORB) meetings.

Project Coordinator• Managed assigned projects from each stage of development until completed and submitted to regulatory agencies for approval.• Prioritized projects and develop time lines scheduling the stages of product development.• Prepared budget for each game platform and its development costs.• Purchased all out-sourced parts related to prototypes.• Implemented and managed competitive bidding and on-time delivery process.

Executive Assistant• Provided administrative support to the Sr. Vice President & General Manager of Reels and Slots, the Sr. Vice President & General Manager of Systems, and the President & CEO of Entertainment Systems Technology, Inc.• Monitored departmental budget and created presentations depicting distribution of budget.• Key person involved with the launch and marketing of “Thrillions” multi-site progressive system.• Facilitated all processes related to the installation of Betty Boop™ Wide Area Progressive games in various casinos/locations.