Customer Service Operational Excellence

TRANSFORMATIONAL CORPORATE EXECUTIVE DRIVING REVENUE GROWTH, OPERATIONAL EXCELLENCE,

AND HIGH-PERFORMING TEAMS

PROFESSIONAL SUMMARY –Dynamic and results-driven corporate executive with over 20 years of experience driving operational excellence, financial oversight, and strategic leadership in the subscription management industry. Adept at optimizing revenue streams, enhancing client retention, and leading cross-functional teams to exceed organizational goals. Proven track record of implementing innovative solutions to improve efficiency, reduce costs, and foster team growth. Recognized for exceptional communication skills, adaptability, and a commitment to delivering outstanding customer experiences. Excels in navigating complex challenges, building high-performing teams, and driving long-term business growth. SIGNATURE ACHIEVEMENTS:

Optimized Revenue Streams and Retention: Directed a comprehensive overhaul of subscription and customer engagement strategies, achieving a 98% renewal rate and securing consistent revenue growth in a competitive market.

Enhanced Financial Performance: Introduced advanced collections monitoring and account reconciliation systems, reducing overdue payments by 25%, accelerating cash flow cycles, and strengthening financial stability.

Strategic Workforce Development: Designed and implemented a robust employee training and mentorship program, leading to a 30% boost in team efficiency while cultivating leadership pipelines and improving organizational capacity. SKILLS & COMPETENCIES

Strategic Leadership

Customer Service Excellence

Financial Oversight

Billings & Collections

Subscription Management

Process Optimization

Conflict Resolution & Problem Solving

Project Management

Accounts Receivable

Team Development & Mentorship

Data Analysis & Reporting

Budgeting & Resource Allocation

PROFESSIONAL EXPERIENCE

THE NILSON REPORT (HSN CONSULTANTS, INC.) — SANTA BARBARA, CA 1993 – PRESENT Executive Vice President, Director of Subscriptions 2020 -Present

Orchestrated subscription management operations for a global client base, achieving a 98% subscription renewal rate through targeted retention strategies and client engagement initiatives.

Implemented an advanced collections monitoring system, reducing overdue accounts by 25% and improving cash flow efficiency within the first year of deployment.

Designed and executed a comprehensive team development program, leading 12 direct reports to exceed performance targets and achieve a 30% increase in overall productivity.

Streamlined account reconciliation protocols, introducing automated processes that reduced manual errors by 15% and enhanced financial reporting accuracy.

Championed customer-centric service enhancements, resulting in a 20% year-over-year boost in client satisfaction scores and stronger client loyalty metrics.

Pioneered cross-functional collaboration between sales, finance, and customer service teams to optimize the subscription lifecycle, driving a 10% improvement in process efficiency. Director of Subscriptions 1996 - 2020

Managed a team of 5–8 professionals, driving subscription growth and maintaining a 95% client retention rate across a global subscriber base.

Enhanced payment collection processes, leading to a 20% decrease in overdue invoices and improved cash flow.

Developed and implemented a comprehensive customer service strategy, increasing satisfaction scores by 15% and first-call resolution rates by 12%.

Conducted in-depth financial audits and account reconciliations, ensuring compliance with industry standards and minimizing discrepancies by 18%.

LORI FULMER

Address: 8237 Medford St, Ventura, CA 93004 Phone: 805-***-**** Email: ****.******@*****.***

Designed and facilitated training programs to upskill team members, resulting in increased employee performance and promotion rates.

Collaborated with cross-functional departments to optimize subscription management workflows, reducing processing times by 25%.

Introduced new analytics tools to monitor subscription trends, enabling data-driven decision-making that improved renewal rates by 10%.

Fast Facts Editor 1994 – 1996

Edited and managed the "Fast Facts" section of the newsletter, ensuring accuracy and timely publication.

Reviewed and rewrote press releases, transforming complex information into reader-friendly content for a global audience.

Partnered with external organizations to verify and refine data submissions, boosting editorial credibility and trust.

Improved editorial workflows by introducing content management best practices, reducing production time by 15%.

Supported broader editorial tasks, including article drafting and proofreading, to maintain newsletter quality and consistency. Assistant to the President & CEO 1993 – 1994

Delivered high-quality executive support, including stenography dictation and meticulous editing of drafts and articles, ensuring polished final content.

Maintained accurate data records through efficient data entry and supported the survey team in collecting and analyzing critical data, driving actionable insights.

Delivered exceptional customer service, strengthening client relationships and promoting loyalty.

Collaborated on cross-departmental initiatives, ensuring smooth workflow and alignment with executive goals. EDUCATION

Certificate in Paralegal Studies

Watterson College, Oxnard, CA

High School Diploma

Fillmore Unified High School, Fillmore, CA

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