Lori A. Coleman

adx52k@r.postjobfree.com

Houston, TX • 937-***-****

Experienced Professional

Results-driven professional with extensive experience in providing superior innovative improvements within organizations.

Success in effectively prioritizing tasks and managing multiple projects simultaneously while ensuring accuracy and meeting tight deadlines. Excel at managing complex projects, coordinating events, and prioritizing tasks to ensure maximum efficiency. Adapt at streamlining office operations and improving administrative processes. Proven track record of handling confidential information and maintaining confidentiality with utmost integrity. Experienced managing budgets, making command business decisions, and have exceptional verbal and written skills. Possess a proactive and resourceful mindset, with a focus on anticipating executives’ needs and offering top-notch support in a fast-paced environment.

Areas of Expertise

•Executive Support & Facilitation

•Office Administration

•High volume Call Center Experience

•Team/People Leader

•Event Planning & Organization

•Project Governance

•Budgeting Management

•Meeting & Conference Coordination

•Medical terminology Acumen

•Administrative Support

•Customer Service & Support

•Data Analysis & Oversight

•Presentation and Proposals

Career Experience

Global Call Center Manager, Amazon, Houston, TX 2022 to 2023

Managed direct reports for Amazon’ Global Resource Call center who was responsible to provide solutions to Amazon employees in the North America region. Responsible for the origination and maintenance of Human Resource practices and objectives to provide an employee-oriented, high-performance culture with the emphasis on empowerment, quality, productivity and standards, goal attainment, and the recruitment and ongoing development of a superior team. Responsible for identifying operational issues and suggesting improvements on resolution for customers. Administered employee compensation programs, including salary reviews, bonus calculations, and benefits administration. Provided guidance on benefits options, addressed employee inquiries related to compensation and benefits, and ensured there was compliance with applicable regulations. Evaluated call center technologies, in conjunction with the service level agreements and organizational structure. Conducted staff performance reviews while assessing the divisional needs by utilizing a cost/benefit analysis model. Collected, summarized, and analyzed call center trends and data for performance reports. Responsible for Workforce planning as it relates to Profit & Loss that aligned with company goals. Consulted with the senior leadership team while conducting investigations pertaining to allegations of theft, conduct, workplace violence and harassment to present recommendations, while maintaining confidentiality. Assisted employees daily with timecard corrections, leave requests, benefits, workplace accommodation requests, while supervising daily performance metrics.

●Developed comprehensive SOP for Global team managers, detailing the hiring and recruitment process for HR and Sr. HR Specialists which resulted in the successful recruitment of 85 team members.

●Identified and eliminated underlying causes of high-volume contacts (average calls 85 per day) and defects by disseminating communication directly to the Amazon mobile application for employees to view in real time.

●Removed barriers and bridged gaps between the Global resource center by fostering alliance with HR leaders within the warehouse to improve customer experience, and gauged track lessons from escalations, to create retrospectives with lessons learned by conducting weekly meetings with team members.

Multi-Site Loss Prevention Manager, Amazon, Houston, TX 2021-2022

Managed the security operations of 8 Amazon delivery stations in the Houston, TX region to ensure that all locations were protected per Amazon’s standards and policies. Enhanced, tracked, and reported on metrics of shrinkage, security vulnerabilities, and workplace violence incidents so desired outcomes are achieved according to standards. Coached, trained, and influenced business partners to be the extension of Loss Prevention by equipping them with the knowledge to identify leading indicators of risk and how to properly escalate. Responsible for investigating internal and external theft, fraud, and utilized tools, and data analysis to conduct interviews, and generated reports. Implemented incident response planning and execution to address critical issues that may arise at the facility. Worked in an industrial environment that required walking up to 5 miles a day and the ability to lift to 20lbs. Recruit, hire, developed candidates who raised the performance bar of the security services organization at Amazon. Leveraged data analysis techniques with suggested proposals for process improvement.

●Reduced Workplace Violence incidents at the Houston locations by 35% by implementing mandatory De-escalation training every 6 months for the Senior leadership team.

●Analyzed data collected from multiple Amazon Logistics locations to determine the amount of shrinkage vs. profit to determine key suspects of theft – resulting in 25% shrinkage reduction YoY.

●Researched and proposed the implementation of Mobile Surveillance Units for Amazon Logistics location in Houston that resulted in reduction of catalytic converter thefts for Amazon Vehicles by 90% - savings of $435K YoY.

Area Operations Manager, Amazon Fulfillment, Hebron, KY 2020 to 2021

Managed a team of 189 associates within an Amazon fulfillment center in the Customer Returns warehouse, to ensure that production goals were obtained daily. Developed strategies to improve operational processes to increase output and efficiency. Managed the daily operations to also include staffing, scheduling, and Profit and Loss throughout the day to ensure goals were met by end shift. Conducted annual reviews, by providing feedback to employees and evaluated their performance to aid in their growth and development. Analyzed daily the production trends to understand opportunities to adjust and communicated daily with senior leadership when adjustments needed to be implemented. Created and tracked tickets as it related to production equipment, employees’ timesheets/timecards, or discrepancies that needed attention from corporate business partners. Trained and coached new team members on work processes and systems to maintain a safe working environment enforced by safety protocols and audits. Collaborated with the Human Resources division as it related to investigation of theft, workplace violence, harassment, or any other type of conduct.

●Implemented the Work Ambassador team that focused on Diversity, Equity, and Inclusion where each team was responsible to train individuals who were hearing impaired, or those where English was their second language – that improved workplace culture and morale.

●Minimized safety incidents and achieved a 65% injury reduction the first year where I developed weekly safety reduction action plans for our division and made sure the management team carried out objectives WoW.

Investment Operations Shareholder Helpline Manager, Phillips Edison & Company, Cincinnati, OH 2018 to 2020

In collaboration with the Vice President of the Finance Division, I was responsible for driving the company's messaging with institutional investors. Worked very closely with leadership and business partners across the company to develop and manage a comprehensive and proactive investor relations program. Positioned to oversee day-to-day investor contact (average of 70 calls per day) and actively participated in earnings call preparation and institutional investor conferences and meetings to demonstrate consistent execution against institutional investor expectations. Provided daily feedback to the shareholder specialist team on call quality, resolution metrics, and shareholder surveys to ensure that exceptional service standards were achieved. Inquiries were related to share liquidation, questions regarding liquidity events, Trust and legal documents related to beneficiary information as well as dividend payments. Provided direct, weekly support and advice to the CEO and CFO on dividend inquiries, liquidity deadlines, and fund performance. Partnered with PECO NOW to uncover networking prospects for Women in Phillips Edison and managed activities at the headquarters. Developed SOP’s and service manuals for the investor relations division call center in 30 days, integrating company-wide resources. Created Investor specialist position description, and collaborated with Human resource division to recruit, interview, hire and train candidates for the newly developed call center. Conducted performance evaluations on Investor team members annually and provided feedback during coaching sessions.

●Improved the company profit by $150K YoY by implementation of an internal call center which resulted in decrease in call abandonment, improved shareholder resolution, and improved shareholder service satisfaction metrics.

●Member of the Senior Executive Leadership team that successfully completed the initiative of a major joint venture fund merger with Phillips Edison & Company and Northwestern Mutual Life - which garnered international recognition.

●Recognized nationally by Phillips Edison CEO for leading Investor Relations Specialist where we received the 2019 Exceptional Shareholder Service Award.

Workplace Guidance Consultant Call Center Representative, Fidelity Investments, Covington, KY 2015 to 2018

Executed 401K Fidelity participant onboarding, consisting of 441K investors. Provided recommendations and education on investment funds to Fidelity investors where call volume averaged 90 per day. Developed strategies to present to participants to increase their investments, where I offered investment solutions that aligned with investors' goals. Facilitated guidance consultants’ onboarding on standard operating procedures related to engaging participants and performance metrics. As a member of the retirement planning and guidance team functioned as the primary contact for specific clients. Collaborated directly with employers as well as plan participants to provide consultation investment education and plan advocacy. Actively grew the business in collaboration with plan administrators and HR departments and served as the liaison between the client and internal business partners. Developed broader and deeper business relationships to provide investment direction by utilizing guidance tools to match the needs of participants with suitable solutions. Functioned as a dedicated retirement planner within personal investing to assist in developing and maintaining assets with public sector companies in a particular region.

●Sustained position within the top 5% sales ranking MoM for the Workplace Guidance Consulting team.

●Maintained average customer call rating of 98% for eight consecutive months which measures exceptional customer service year-over-year.

●Recognized for efficient call-handling time as well as resolution of issues and concerns from investment participants.

Associate Director, Transamerica Premier Life, Miamisburg, OH 2014 to 2015

Responsible for recruiting, training, and developing financial advisors for the Dayton, Ohio region. Actively prospected for new clientele as well as contacted existing policyholders to conduct financial needs analysis during face-to-face appointments. Financial analysis focused on life and health insurance needs of each household, as well as facilitating health and death claims presented by the clients or beneficiary. Reviewed medical documents to present to underwriters to determine the risks associated with a new client. Engaged in daily joint field work with sales reps to assist in their development for them to strive to reach full potential as well as meet the business plans and needs for the company. Involved in weekly training workshops to improve productivity, efficiency, and performance of a team of 15 members. Ensured the adherence of all 3,355 case files to applicable company and State of Ohio regulations. Was successful in closing sales opportunities using a proven sales system developed by myself and the Branch Manager resulting in sales growth of 30% in the first year. Conducted performance valuations as well as discipline and termination of employees in accordance with company policy. Motivated and encouraged the sales team to ensure that the weekly sales quotas were met. Prepared recruitment and sales budget as well as monitored appropriate expenses. Assigned sales territories for the representatives and set quotas for each of the teams. Identified and reviewed sales and operational records, reports to use the data to project sales. Determined profitability of sales targets in conjunction with the market.

●Achieved recognition for exceptional sales and business acumen that resulted in promotion from Senior Sales Agent to Associate Director within four months of hire.

●Responsible for tracking and maintaining important client personal identifiable information as well as fulfilling requests from the Department of Insurance for them to investigate compliance regulations.

●Designed and implemented a strategic business plan for the branch regarding overall sales goals/strategies along with a marketing plan that resulted in expansion of the customer base by 15%.

Police Sergeant, Department of Veteran Affairs, Cincinnati, OH 2010 to 2013

Under limited supervision, supervised the police officers responsible for patrolling and responding to a variety of criminal and non-criminal activities to ensure that their duties were performed within the parameters of federal, state, and local laws and department policies and procedures, and ensured proper staffing levels and resources. Actively pursued and apprehended suspects, and criminals and made arrests, which may involve physically restraining or subduing individual(s) and possible use of deadly force; interviewed and interrogated victims, witnesses, suspects, and other contact persons; and ensured crime scenes were protected for processing. Responsible for the effective supervision and administration of the assigned area to include purchasing recommendations, prepared and reviewed performance evaluations, employee relations, prioritized and assigned work and related activities. Performed administrative duties in law enforcement, planning, and operations that included review of arrest packages, timesheets, daily and monthly reports, and conducted administrative investigations.

●Implemented electronic reporting system within Police Services that resulted in increased efficiency for time needed to fulfill report requests to veterans, attorneys, courts, and other jurisdictions.

●Recognized for efficient and successful coordination, as well as successful collaboration with Cincinnati Police Department to ensure Top Security protection of the Appointed Federal Secretary of Veteran Affairs during their visit to the facility.

●Actively participated in police and crisis intervention training designed to promote a collaborative relationship between mental health professionals, physicians, and nurses, as well as VA police services to decrease risks of unnecessary excessive use of force.

Police Sergeant, City of Trotwood Police Department, Trotwood, OH 2000 to 2007

Lead and managed a team of 45 police officers to ensure that the team carried out their duties effectively and efficiently, while upholding all the laws and statutes of federal, state, and local jurisdiction. Supervised patrol officers as well as school resource officers and the day-to-day operations of the department. Ensured that all officers were properly trained and equipped to perform their duties. Investigated complaints against police officers from citizens and other officers, as well as took appropriate disciplinary action when warranted. Coordinated the activities of the police department with other agencies and departments within the city government during crisis events. Prepared reports and approved written arrest reports received from the officers to be submitted to the court system. Participated in community activities and public presentations. Educated officers on any regulatory changes as well as new police technology and methods. Cooperated with legal and law enforcement stakeholders as well as testified in court as required.

●Launched and implemented the first juvenile diversion program that effectively reduced the county’s court docket by 12% for cases received from the City of Trotwood for non – violent offenses.

●Coordinated with community stakeholders and spearheaded the Annual National Night out event that involved over 30 vendors from the City of Trotwood that provided resources to the citizens.

●Attended State of Ohio Police Instructor training on Diversity where I conducted master’s degree thesis research on Racial Profiling for Trotwood that received an award by Criminal Justice Department Chair at Wright State University.

Additional Experiences

Patient Transport Supervisor, US Department of Veterans Affairs, Cincinnati & Dayton, OH (2010 to 2014)

Police Supervisor, US Department of Veterans Affairs, Cincinnati, OH (2010 to 2012)

Education

Master of Arts in Applied Behavioral Science (Honors) Wright State University, Dayton, OH

Bachelor of Science in Criminal Justice Western Michigan University, Kalamazoo, MI

Professional Development

Wicklander Certification: Interviewing and Interrogation/Investigations

Supervisor Management Leadership Training - Dept of Veteran Affairs

Executive Management leadership training (State Farm Agent Training)

Previously held the following certifications: Series 6, 63, 65, and 7 Licensure by FINRA

Previously held Property and Casualty, Life and Health and Long-Term care Licensure and certification

Technical Proficiencies

Microsoft Office Lotus Notes VISTA Quip Excel Zoom Chime Slack People Portal Workday Teams PowerPoint Taleo Icims People Portal

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