Customer Experience & Office Operations Manager

LORI HART

***** **** ** ********** · 231-***-****

**********@*****.***

EXPERIENCE

**** – 2019

HUMAN RESOURCES AND PAYROLL, THE MANTHEI COMPANIES Along with accounting duties such as AP and AR, maintaining weekly payroll, audits, benefits, 401 (k), onboarding and offboarding processes, I also handled publications and newsletters.

2019 – 2021

MEDICAL BILLING AND OFFICE, LAKESHORE CHIROPRACTIC All the while being responsible for timely submissions to dozens of insurance companies, auto and workers compensation policies, I also completed referrals and authorizations, as well as set up patient payment plans and work collection accounts. Fee schedules and maintenance are also regulated.

2022 – 2026

CUSTOMER EXPERIENCE MANAGER, DOCK DAYS & BULMANN DOCK AND LIFT I manage the front office and scheduling team, coordinating service for more than 900 customers seasonally, twice each year, while maintaining exceptional customer service standards. We handle thousands of calls and appointment requests, often in high-volume, high-pressure situations, and I take pride in keeping the team motivated, focused, and supported through it all. During the off-season, I lead efforts to evaluate our processes, implement continuous improvements, and develop strategies to increase efficiency and strengthen our operations year after year. EDUCATION

CHARLEVOIX HIGH SCHOOL, GRADUATE 1993

NORTH CENTRAL MICHIGAN COLLEGE

COMMUNICATIONS, 2002-2003

3.9 GPA, Dean’s List, favored in intra and interpersonal communications. 1

SKILLS

● Can meet deadlines and work under pressure

● Problem Solving

● Flexible

● Creative and teamwork oriented

● Customer Service

● Attention to detail

Technical Skills Summary

Proficient in a wide range of office and business management software, including Google Drive/Docs, Microsoft Word, Excel, Microsoft TEAMS and SharePoint. Experienced with industry and operational platforms such as Blackpurl, NetSuite, Fishbowl, Samsara, QuickBooks, and GGOB. I am a certified LEAN Champion with hands-on experience implementing LEAN principles. Skilled in leveraging digital tools to streamline processes, managing data, support scheduling and operations, and enhance team collaboration. Adaptable and quick to learn new systems, with a strong focus on accuracy, organization, and efficiency. ACTIVITIES

I have held leadership positions within the Benevolent and Protective Order of Elks and am currently in line to become Exalted Ruler. Through this work, I help support and organize efforts that raise thousands of dollars for our local community. I have coordinated a variety of community service projects, including partnerships with Habitat for Humanity, local food pantries, and even international initiatives such as building homes for families in Tijuana. Outside of my volunteer commitments, I enjoy seeing the world, taking short trips with friends and spending as much time with my family and embracing a fun, fulfilling approach to life.

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