Lawrence Barker

Provide leadership and direction to all Operations teams serving internal customers. Responsible for managing cross-functional projects, leadership development and evolving our customer experience (CX).

• Manage four teams, two managers and 20+ employees
• Customer Success lead on our cross-functional CX Improvement project
• Pivotal role in project to rebuild our Salesforce platform, including revamping Sales and Customer Success processes
• Reduced order fulfillment time through data analysis, automation and goal-setting
• Improved relationships between Operations, Sales and Product through cross-functional meetings, presentations and constant communication
• Defined implementation process for two top-selling products

Creating written content and thought leadership pieces for various customer-facing software companies

• Portfolio includes blog posts, whitepapers, case studies and more

Managed several Operations teams, including Tier 2 Support, Fraud Prevention and Fulfillment.

• Led cross-functional project to onboard new vendor, saving $150k/month. Built project plan, defined best practices, established vendor relationship and SLAs, and trained and supported affected teams.
• Developed new roles to drive employee development and retention
• Reduced average fraud slip-thru rate by 50%
• Reduced fraud rule analysis by 75% through automating analysis via Tableau
• Revamped Tier 2 Support to serve as both technical experts and coaches for Tier 1 agents

Responsible for providing leadership and coaching to a team of 10-15 frontline support agents.

• Handled escalated customer issues
• Analyzed data and performed quality assurance (QA) checks for employee development
• Refined best practices to ensure an exceptional customer experience

Provided direct support to dealership customers and sales team

• Consistently exceeded all monthly metrics
• Participated in Team Lead Stretch, Emerging Leaders Program & Aspiring Managers Program

Managed an international team of creative specialists with the goal of using digital media to help our partners achieve their missions.

• Grew and maintained relationships with key partners throughout Europe.
• Oversaw program development for various digital media projects.