Laura Rickey Email & Phone Number

Founding member of the Operations department at a seed startup focused on building a new model for mental health care, designed specifically for youth and young adults. Led program management of new operational initiatives from concept to launch by partnering closely with cross-functional teams and coordinating, planning, and implementing all requirements to achieve business results.• Developed SOPs, training, and led product adjustments to ensure smooth partnerships with insurance… Show more Founding member of the Operations department at a seed startup focused on building a new model for mental health care, designed specifically for youth and young adults. Led program management of new operational initiatives from concept to launch by partnering closely with cross-functional teams and coordinating, planning, and implementing all requirements to achieve business results.• Developed SOPs, training, and led product adjustments to ensure smooth partnerships with insurance providers to help make therapy more accessible to a larger population of clients. • Partnered with Marketing to run Google Ad A/B tests for client leads, improving our lead to sign up ratio by 7%• Partnered with recruiting to maximize supply utilization and minimized churn by reducing time to first client by 11% • Recruited, trained, and managed a team of 3 care coordinators who owned client conversions and all support needs for clients and therapists. Show less

Seattle, Washington, United States

Built the foundation of the Operations department by developing client policies, team procedures, team metrics, tool infrastructures (HubSpot, Stripe, and FormStack), and care guidelines to exceed customer expectations.• Achieved 5X client growth in 2021• Developed an alternative client source that became the 3rd highest producer of leads• Optimized the client intake process which reduced the average client cycle to subscription by 3 days• Led a cross-functional team of… Show more Built the foundation of the Operations department by developing client policies, team procedures, team metrics, tool infrastructures (HubSpot, Stripe, and FormStack), and care guidelines to exceed customer expectations.• Achieved 5X client growth in 2021• Developed an alternative client source that became the 3rd highest producer of leads• Optimized the client intake process which reduced the average client cycle to subscription by 3 days• Led a cross-functional team of clinical, operations, and design to success through focused project work where we drove innovation in treatment plans, eliminating 96% of time to creation. Show less

Led quality performance for Operations across Convoy’s global sites (including vendors in the Philippines & Guatemala). Provided quarterly planning, execution, and reporting for work transfers to vendor partners.• Managed our vendor quality teams across the globe to maintain a quality score of 97% while transferring an average of 315+ hours of new work to vendor teams on a quarterly basis. • Led cross-site quality calibrations for transferred work that aligned site expectations with… Show more Led quality performance for Operations across Convoy’s global sites (including vendors in the Philippines & Guatemala). Provided quarterly planning, execution, and reporting for work transfers to vendor partners.• Managed our vendor quality teams across the globe to maintain a quality score of 97% while transferring an average of 315+ hours of new work to vendor teams on a quarterly basis. • Led cross-site quality calibrations for transferred work that aligned site expectations with less than 5% variance. • Partnered closely with engineering to build a semi-automated quality feedback tool, eliminating 48% of manual touches per submission. Show less

Founding member of Convoy’s first Ops Services training team. Developed curriculum used to successfully train 1k+ Operation employees and contractors across global sites. Curriculum included material for new hire onboarding, departmental reorganizations, and ongoing training for product and process updates through in-person, virtual, and e-learning plans.• Streamlined Operations new hire training and created self-service options that reduced ramp by 50%.• Successfully launched and… Show more Founding member of Convoy’s first Ops Services training team. Developed curriculum used to successfully train 1k+ Operation employees and contractors across global sites. Curriculum included material for new hire onboarding, departmental reorganizations, and ongoing training for product and process updates through in-person, virtual, and e-learning plans.• Streamlined Operations new hire training and created self-service options that reduced ramp by 50%.• Successfully launched and expanded our Atlanta, GA office & Guatemala Vendor from conception to execution with a combined growth of over 300+ employees• Personally coached each trainer as the team rapidly grew by 250% over 1 year. • Developed a new hire quality analysis and reporting structure that set the precedent for post-training quality expectations. Show less

Seattle, Washington, United States

Created, translated, and improved complex standard operating procedures into easily digestible training material.• Trained and launched Convoy's first outsourced onshore operations team and supported its growth to 30 people.• Partnered cross-functionally to create integrated learning plans for internal stakeholders that streamlined over 60 hours per month of onboarding across the company.• Performing in the top 15% of the team for shipment/carrier engagement.

Seattle, Washington, United States

Liaison between the company’s shippers and carriers, helping to identify the needs of both parties and provide creative solutions in high-stakes situations. • Implemented a standardized system for recording, owning, and solving shipment issues that resulted in a reduction of shipment overage charges by 15%• Managed live shipments through the early growth of Convoy from 100 daily freight shipments to 5,000 daily

Tacoma

A client advocate determined to improve the fixed swim school industry. Created customized programs to meet the unique needs of clients based on their abilities and goals. Developed foundational professional business skills by creating a market strategy, managing care for 200+ clients, and owning budgeting goals.

Bachelor Of Arts (B.A) In Communication (Focus In Rhetoric), Minor In Environmental Studies

Activities and Societies: Chi Omega Fraternity, EcoReps, Husky Sales Club, American Marketing Association

Professional Sales Certificate Program