Lawrence Jones
Antioch,CA
Summary
Results-driven operations leader with over 8 years of experience in building and scaling high-performance teams, optimizing customer experience, and driving process improvements in dynamic tech environments. Proven track record in leadership roles across crypto, technology, and digital platforms, with a focus on strategic problem-solving, risk mitigation, and operational excellence. Passionate about innovation and efficiency, with deep expertise in cross-functional collaboration, metrics-driven performance management, and customer-centric solutions.
Overview
7
7
years of professional experience
Work History
NFT Operations Team Lead
Coinbase
Remote
11.2021 - 01.2023
- Built and led a global support organization for Coinbase NFT Marketplace, scaling a team to enhance customer satisfaction and operational efficiency.
- Strengthened recruitment, training, and performance management processes to improve issue resolution times and overall customer experience.
- Managed complex escalations, reducing high-severity cases, while partnering with outsourcing providers to ensure seamless issue resolution.
- Improved customer satisfaction metrics by leveraging existing CX infrastructure and collaborating with analytics, content, and technology teams.
- Led cross-functional initiatives that integrated voice of the customer (VoC) insights into product development, contributing to improved user sentiment.
- DRI (Directly Responsible Individual) for Weekly Business Reviews, analyzing trends, blockers, and insights, driving core business improvements.
Team Lead
Accenture
Mountain View, CA
10.2018 - 10.2021
- Managed a team of 15 analysts in a high-stakes project, consistently meeting SLAs and operational targets while fostering a culture of accountability and continuous improvement.
- Enhanced team productivity and efficiency through structured performance management, including regular one-on-one feedback sessions and coaching.
- Acted as the Subject Matter Expert (SME) on all processes, reducing process-related errors through the development and implementation of best practices.
- Identified and mitigated operational risks, ensuring compliance with client standards.
- Drove strategic improvements by identifying gaps in client policies, presenting proposals that improved efficiency and compliance.
- DRI for Weekly and Monthly Business Reviews, presenting key performance insights to senior leadership and supporting informed decision-making.
Platform Operations Team Lead
Cognizant
Toronto, ON
06.2017 - 10.2018
- Led a team of 9 analysts, overseeing performance metrics, career development, and process improvements to drive operational success.
- Improved team efficiency by introducing tailored performance improvement plans and conducting weekly stand-up meetings and coaching.
- Delivered actionable daily reports that highlighted operational trends, improving client satisfaction and operational transparency.
- Drove strategic alignment with client goals by leading Quarterly Business Reviews (QBRs), delivering insights and recommendations to enhance key performance indicators (KPIs).
Quality Analyst
Cognizant Technologies Solutions
San Francisco, CA
12.2016 - 06.2017
- Analyzed and enhanced the productivity and accuracy of content reviewers, ensuring fulfillment of production goals while maintaining high quality standards.
- Created training programs that focused on decision-making and gray areas, boosting accuracy and speed across multiple workflows.
- Collaborated across time zones, improving cross-functional coordination and enhancing workflow efficiency through optimized feedback loops and real-time coaching.
HCOMP (Human Computation) Agent
Adecco Staffing Agency
San Francisco, CA
08.2015 - 06.2016
- Completed over 200 daily tasks on CrowdFlower, enhancing Twitter’s platform safety by decreasing harmful content and improving moderation effectiveness.
- Trained machine learning models through real-time data submissions, improving Twitter’s content evaluation capabilities.
- Provided key insights into user trends, contributing to enhancements in platform moderation and user experience.
Education
Bachelor of Arts - Political Science
Saint Mary's College of California
Moraga, CA05-2015
Skills
- Leadership & Team Development (Global & Remote Teams)
- Customer Experience (CX) Strategy & Optimization
- Process Improvement & Operational Efficiency
- Metrics-Driven Decision Making & Reporting
- Risk Mitigation & Compliance Management
- Cross-Functional Collaboration & Communication
- Escalation Management & Crisis Resolution
- Data Analysis & Reporting Tools (Google Sheets, Excel, CRM Platforms)
Timeline
NFT Operations Team Lead
Coinbase
11.2021 - 01.2023
Team Lead
Accenture
10.2018 - 10.2021
Platform Operations Team Lead
Cognizant
06.2017 - 10.2018
Quality Analyst
Cognizant Technologies Solutions
12.2016 - 06.2017
HCOMP (Human Computation) Agent
Adecco Staffing Agency
08.2015 - 06.2016
Bachelor of Arts - Political Science
Saint Mary's College of California