Summary
Overview
Skills
Work History
Accomplishments
References
Timeline
Work Preference
Elizabeth Lamae

Elizabeth Lamae

Summary

Results-driven professional specializing in operations and customer relations, proficient in multiple CRM systems and process optimization. Expertise in training development and event planning, successfully fostering positive relationships while enhancing operational efficiency. Knowledgeable petcare provider dedicated to maintaining safe, enriching environments for pets and supporting individuals with diverse needs. Excellent communicator with strong organizational and conflict resolution skills.

Overview

18
18
years of professional experience

Skills

  • Quick learner of new systems
  • Salesforce and PeopleSoft
  • TALX and HRMS expertise
  • Microsoft Office & Google Suite
  • CRM tools experience
  • Event planning coordination
  • Quality assurance and control
  • Logistics management
  • Payroll administration skills
  • Process improvement strategies

Work History

Childcare Provider

Multiple
11.2023 - Current
  • Communicate with parents regarding children's activities, behaviors, and concerns.
  • Provide transportation for school, extracurriculars, and social events.
  • Provide emotional support and guidance during challenging situations.
  • Engage in outdoor recreational activities, including trips to parks and beaches, monitoring environments for potential hazards and risks.

Election Judge

Minneapolis Elections & Voter Services
08.2018 - Current
  • Manage team judges performing voter check-in and identification verification at polling locations.
  • Manage voter queries, conflicts and provide information on ballots and voting processes.
  • Ensure compliance with election laws while monitoring polling place activities.
  • Document irregularities or incidents during elections for reporting purposes.

Pet Sitter/Foster

Multiple
07.2013 - Current
  • Educate pet owners on basic pet care and wellness, sharing insights and recommendations when needed using over a decade of pet fostering and sitting experience.
  • Develop strong bonds with pets, gaining their trust and ensuring a positive care experience.
  • Implement pet owners' specific care routines, ensuring consistency in pets' schedules.
  • Provide daily care for pets, including feeding, watering, and administering medication as per owner instructions.

Shift & Clinic Operations Coordinator

My Pit Bull Is Family's North Minneapolis Pet Resource Center
01.2021 - 01.2023
  • Redesigned physical and digital forms, improving the efficiency and accuracy of record keeping and service delivery.
  • Created a pre-registration system to prepare clinic paperwork for community members and boost legibility.
  • Digitized forms for special requests and medical concerns to enable remote access by multiple users.
  • Provided inclusive and dignified access to training, supplies, enrichment, and healthcare for pets.

Admissions & JSI Operations Coordinator

University of Minnesota, Humphrey School of Public Affairs
03.2018 - 01.2021
  • Collaborated with 12 master’s and graduate certificate program directors annually to update applications.
  • Maintained budgets for the Office of Admissions and Junior Summer Institute (JSI) program.
  • Provided training, technical, and administrative support to users, both internal and external, of multiple systems.
  • Honed management skills in handling the hiring process and day-to-day delegation of a staff of 3 to 4.

HR Specialist

University of Minnesota, Office of Human Resources
05.2017 - 01.2021
  • Assisted employees, supervisors, and time administrators with in-the-moment support across multiple systems.
  • Redesigned resources for the Foreign National Employee Support Desk (FNES) to drive accuracy.
  • Provided support for employees completing I-9s remotely, and TALX users navigating E-Verify issues.
  • Researched and presented employee data to fulfill employment verification requests.

Operations Specialist

Best Buy, Best Buy Everywhere (Corp. Campus)
01.2014 - 03.2016
  • Analyzed operating models and implemented changes to improve efficiency while delivering a world-class experience.
  • Routinely partnered cross-functionally with internal capability teams on tactical system elements.
  • Empowered and supported both domestic and international call center staff with training and reference resources.
  • Supported multi-channel integration, leveraging established infrastructure and automation to deliver through external partners.

Covert Defender (Escalations/QA/Coaching)

Best Buy, Geek Squad
01.2013 - 01.2014
  • Supported covert dispatch and fulfillment agents with client account issues and process questions.
  • Reviewed repair sessions and client interactions, partnering with agents and teams on coaching opportunities.
  • Suggested and implemented process changes to improve the client experience in the remote channel.
  • Remotely supported clients using any device, operating system, program, app, and/or web-based utility.

Sr. Executive Resolution Specialist

Best Buy, Executive Resolution/Consumer Relations
01.2008 - 01.2013
  • The highest point of customer contact at Best Buy involves resolving issues on behalf of high-level leadership.
  • Represented Best Buy to the media, state attorney general offices, the BBB, customers, and third-party partners.
  • Creatively leveraged and organized internal and external resources to resolve issues while implementing an 'influence without authority' approach, providing well-researched solutions to field partners.
  • Facilitated training on new processes, and provided ongoing support during implementation.

Accomplishments

  • Coordinated a 7-week Junior Summer Institute for the Humphrey School of Public Affairs, introducing college juniors to graduate-level public policy coursework.
  • Administered migration from multiple systems to a single relationship management system used for admissions.
  • Compiled & presented operational data to eBay leadership encouraging accommodations to Best Buy’s volume within a platform designed for less capable sellers resulting in preferred ad placement & higher placement in search queries as well as measurable improvements in operational efficiencies processing order needs in store as well as the Best Buy Returns Center.
  • Creator of Geek Squad’s De-Escalation Training which was made mandatory for all Agents in the Geek Squad Remote Support Channel but also shared enterprise wide on the Best Buy Learning Lounge giving front line representatives the tools to handle any client experience related interactions in the moment, no matter how escalated.
  • Created first Call Control Training for use by all Client facing Geek Squad Agents with best practices from top performers on customer facing teams throughout the enterprise.
  • Updated & expanded training material & reference resources for Best Buy ECC teams taking Emergency Hotline Calls ensuring accurate & thorough reporting.
  • Redesigned & updated UMN Central Payroll FNES documents resulting in fewer employment eligibility data entry errors university-wide.
  • Added updated University of Minnesota Office of Human Resources logo to all Payroll owned forms, creating product consistent with UMN branding practices.

References

Available Upon Request

Timeline

Childcare Provider - Multiple
11.2023 - Current
Shift & Clinic Operations Coordinator - My Pit Bull Is Family's North Minneapolis Pet Resource Center
01.2021 - 01.2023
Election Judge - Minneapolis Elections & Voter Services
08.2018 - Current
Admissions & JSI Operations Coordinator - University of Minnesota, Humphrey School of Public Affairs
03.2018 - 01.2021
HR Specialist - University of Minnesota, Office of Human Resources
05.2017 - 01.2021
Operations Specialist - Best Buy, Best Buy Everywhere (Corp. Campus)
01.2014 - 03.2016
Pet Sitter/Foster - Multiple
07.2013 - Current
Covert Defender (Escalations/QA/Coaching) - Best Buy, Geek Squad
01.2013 - 01.2014
Sr. Executive Resolution Specialist - Best Buy, Executive Resolution/Consumer Relations
01.2008 - 01.2013

Work Preference

Desired Job Title

Pet Sitter/FosterChildcare ProviderElection JudgeShift & Clinic Operations CoordinatorAdmissions & JSI Operations Coordinator

Work Type

Part TimeContract Work

Location Preference

Remote

Important To Me

Company CultureFlexible work hoursWork from home option

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