Emily Lohrmann
St Louis,MO
Summary
Forward-thinking Operations Consultant with extensive experience in various supportive environments. Reliable team player with outgoing, positive demeanor and proven skills in resolving complex problems and increasing results. Expertise in quality and process optimization. Proactive and hardworking with with exemplary passion for streamlining operations and improving client services.
Overview
16
16
years of professional experience
Work History
Quality Operations Consultant
Zillow Group
07.2023 - Current
- Ensure highest quality standards for rental listings, focusing on content excellence while guarding against FHA and Zillow policy violations.
- Review and validate user permissions for posting listings, maintaining a secure and reliable platform.
- Collaborate with team members to discuss fraud trends and strategize ways to combat rental fraud.
- Respond promptly to customer support tickets, addressing inquiries related to listings and user accounts.
- Assisted in the successful completion of multiple projects by coordinating tasks, monitoring progress, and maintaining documentation.
- Contributed to the evolution and improvement of all Standard Operation Procedures.
- Awarded Top Performer for March 2024.
Customer Care Advocate
Zillow Group
08.2021 - Current
- Troubleshooted listing issues, processed customer feedback, and answered product questions.
- Managed data analysis and reporting of departmental Top Issues; hosted monthly meetings with platform developers to identify growth opportunities and suggest enhancements based on business and consumer needs. One of my top contributions is the addition of the "Washer/Dryer Hookups" option for ZRM rental listings.
- Project: Partnered with leadership to update and improve the online ZRM Rentals Help Request form. Corrected departmental issue types and form fields, as well as corrected ticket routing.
- Worked with internal teams to report and drive resolutions to platform and mobile bugs and other technical issues.
- Partnered with leadership to create a library of customer inquiry response macros tailored toward providing 6-Star customer service.
- Created and implemented a customer satisfaction score improvement strategy that was adopted by ZRM, resulting in an overall improvement of departmental KPIs.
- Awarded ZRM Team Top Performer for October (Q4 2022).
Sr Customer Support Specialist
CrisisGo
07.2017 - 08.2021
- Provided exceptional customer support through chat, phone, and service tickets, achieving an Excellent customer satisfaction rating for over 2 years.
- Identified and tested client-reported product defects; triaged escalations to R&D along with clear technical details.
- Captured client feedback; recommended and advocated for product enhancements based on professional expertise and evaluation of consumer needs.
- Successfully streamlined outdated client onboarding process, resulting in improved stakeholder buy-in and faster onboarding.
- Created product documentation and trained customers and junior staff on product, policy, and software updates.
- Delivered feedback on troubleshooting guides and contributed to continuous improvement of issue resolution and support processes.
MS Exchange Admin - Contractor
Charter Spectrum
11.2015 - 02.2016
- Monitored MS Exchange infrastructure to maintain a stable and secure Exchange email environment.
- Identified lock-out trends and develop solutions to mitigate them; helped end-users regain access and provided training on preventing future lockouts.
- Configured and maintained Group Policies, network user accounts, and systems documentation.
Network Security Administrator - Contractor
Bunge
10.2014 - 04.2015
- Supervised a global-scale audit project of 4,000+ Bunge service accounts post-data breach:
- Phase 1: identified and documented account ownership, status, and function; completed termination impact analysis for each account.
- Phase 2: deactivated inactive accounts; developed process documentation for remaining accounts and trained new account owners on task responsibilities.
- Designated lead for global employee company cell phone acquisition program.
- Updated and maintained technical documentation in a centralized knowledge base.
Network Security Analyst - Contractor
Anheuser-Busch
09.2012 - 01.2013
- Contracted to assist with AB server migrations upon merger with INBEV.
- Collaborated with interdepartmental employees to identify and correct technical issues and grant employee access to AB programs and software (e.g. Salesforce).
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Educated and trained users on information security policies and procedures.
Network Security Administrator
Anthem BCBS
08.2008 - 05.2011
- Handpicked by management from top senior associates to be part of the first-ever WellPoint on-call security team.
- Administered network security access requests via platforms such as Active Directory, UNIX, LINUX, Citrix, and other WellPoint applications and software.
- Created SOP documentation and conducted trainings with onboarding staff.
- Researched and recommended new technologies and strategies for improving system performance
Education
Bachelor of Science - Business Administration And Management
Western Governors University
Skills
- Project Management
- Quality Management
- Data Reporting & Analysis
- Employee & Client Training
- Leadership & Change Management
- Technical Support
- Document Management
- Process Improvement
- Quality Assurance
- Customer Advocacy
- Cross-Functional Collaboration
Volunteer Experience
- St. Louis Area Foodbank
- St. Louis City Homeless Outreach
- Americorps Winter Warming Centers
- Voter Turnout Project
Timeline
Quality Operations Consultant
Zillow Group
07.2023 - Current
Customer Care Advocate
Zillow Group
08.2021 - Current
Sr Customer Support Specialist
CrisisGo
07.2017 - 08.2021
MS Exchange Admin - Contractor
Charter Spectrum
11.2015 - 02.2016
Network Security Administrator - Contractor
Bunge
10.2014 - 04.2015
Network Security Analyst - Contractor
Anheuser-Busch
09.2012 - 01.2013
Network Security Administrator
Anthem BCBS
08.2008 - 05.2011
Bachelor of Science - Business Administration And Management
Western Governors University