Stephanie Lane Email & Phone Number

Cambridge, Ma, Us

Boston, Massachusetts, United States

Boston, Massachusetts, United States

Acton, Massachusetts, United States

Acton, Ma

• Coordinates and provides facilitation support for business skills workshops, including teamwork, client service, story crafting, and management• Enhances participant development during one-on-one coaching sessions through strategic analysis of performance feedback data collected from direct reports, peers, and manager• Executes all workshop logistics and implementation in collaboration with client liaison at tenured Fortune 500 company• Supported critical redesign of award winning 18-month new-manager training program by conducting research analysis for new module development on “Influencing Without Authority”• Designed and developed original workbook for the premier roll-out of Brookeside’s story-crafting workshop

Cambridge, Ma

• Strengthened local program support for 800+ host families and au pairs in three states by implementing an adaptive management style for 25+ contracted volunteers• Improved volunteer performance by gathering stakeholder feedback and providing targeted coaching about relationship development, mediation and conflict resolution, emergency support, and customer retention• Focused on customer retention daily by evaluating obstacles for success during escalations and counseling program participants through multi-stage re-match process• Supported program expansion by collaborating with the Recruitment Manager and Sales Director to identify areas of customer potential and implement a strategic volunteer-hiring plan• Protected integrity of customer pools by executing thorough review in times of conflict, providing recommendations to upper-management, and owning customer messaging in cases of conditional participation or program termination• Identified key touch-points within the customer journey for improved messaging and provided greater visibility for cross functional teams and leadership by capturing critical customer information using Salesforce and in-house IMS

Cambridge, Ma

• Met all quarterly hiring targets for 8 teams across Sales and Customer Service during previous manager’s extended leave• Enhanced external brand awareness by providing a top-tier candidate experience during hiring and on-boarding of over 45 staff• Supported staff retention goals by using Jobvite to screen nearly 1,000 candidates for highest quality, maintaining evaluation system of interviewees, and collaborating with senior leadership to continually improve month-long training program curriculum and execution

Cambridge, Ma

• Accelerated staff on-boarding by collaborating cross-departmentally to develop comprehensive training program for Customer Service that could adapt to content needs of other teams• Analyzed historical trends to design yearly bonus plan and drove team to exceed annual sales targets for two years in a row• Decreased customer escalations by regularly coaching direct-reports through both live and recorded phone calls• Recognized by senior leadership as a brand ambassador for recruitment events at alma mater career fairs

Cambridge, Ma

• Drove second highest ever growth in service income take-rate• Exceeded sales targets both within the Traveler Support Team and by collaborating with sales teams on regional goals• Proactively took responsibility for new-hire training and ongoing staff development including managing department intern with real-time feedback and call-coaching

Chestnut Hill, Ma

• Developed expertise on product knowledge and brand image to market and wardrobe up to 25 clients a day• Built longstanding client relationships through high attention to client requests and market expertise

Cambridge, Ma

• Ranked top-three salesperson in department for service income • Collaborated with customer base to coordinate payments, travel arrangements and answer general account questions• Worked cross functionally with other departments to solve customer issues• Independently determined resolution to customer issues based on personal judgment and knowledge of company policies

Brookline, Ma

• Coached workshop trainees on clarity and delivery of impromptu speeches• Drew on training materials to engage trainees in constructive peer coaching during small group activities• Guided entrepreneurship Fellow through refinement of marketing materials to consistently convey company business plan

Newton Highlands, Ma

B.A., Organizational Communication

Associates Degree, General Studies

Activities and Societies: Phi Theta Kappa Honors SocietyGraduated Magna Cum Laude

Undergraduate Coursework, Psychology

Activities and Societies: Delta Gamma Fraternity

Education record