Summary
Overview
Work History
Education
Skills
Professional Highlights
Timeline
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Lori Baldwin

Baker City,OR

Summary

Professional with proven track record in managing diverse projects and delivering high-impact results. Known for exceptional problem-solving skills and ability to work seamlessly with cross-functional teams. Reliable and adaptable, consistently aligning with evolving business needs while maintaining strong focus on achieving results.

Overview

45
45
years of professional experience

Work History

Business Enterprise Senior Associate

Amazon.Com Inc.
05.2022 - 03.2024
  • Resumed primary position after returning from a personal leave of absence and prior to leaving the company

Assimilations Admin (Assimilations Team)

Amazon.Com Inc.
08.2021 - 11.2021
  • Assisted in managing the complex operations (primarily personnel) involved in opening new Amazon facilities
  • Arranged, tracked and audited travel, accommodations and per diem for travelers

Business Enterprise Senior Associate

Amazon.Com Inc.
04.2021 - 08.2021
  • Returned to primary position (described below) after working stretch positions due to demands of Covid-19 mass hiring and training issues

Executive Customer Relations Specialist

Amazon.Com Inc.
09.2020 - 04.2021
  • Responsible for responding to correspondence directed to Jeff Bezos (then CEO of Amazon.com)
  • Resolved complex customer issues at the highest executive level for both internal and external customers with discretion and confidentiality including high visibility legal and public relations escalations
  • Proactively surfaced customer experience defects and analyzed for the root cause of customer pain points

Team Manager

Amazon.Com Inc.
01.2020 - 09.2020
  • Led extensive coaching, ongoing training and resolved on-boarding issues related to Covid-19 mass hiring and training issues
  • Managed scheduling, meetings and focus on providing direction, and guidance to a new-hire retail team
  • Oversight of quality assurance within a team structure, including continuous evaluations, internal audits and customer surveys

Business Enterprise Senior Associate

Amazon.Com Inc.
01.2015 - 01.2020
  • Provided top-tier resolution for the largest Amazon Business Enterprise (ABE) customers who spend $250 million or more annually
  • Demonstrated consistent ownership of Punchout (e-Procurement), Amazon Tax Exemption Program, Business Concierge and Amazon Business customers
  • Provided technical support for customers and peers for a wide range of website, order and product issues
  • Worked with Amazon Business Enterprise customers to understand needs and provide world class service
  • Participated in process improvement and have earned 'Gemba Champion' status


District Level FMLA Coordinator

United States Postal Service
05.2002 - 10.2015
  • Family Medical Leave Act (FMLA) subject matter expert.
  • FMLA Coordinator for the United States Postal Service at the District Office in Portland, OR
  • Established, implemented and maintained a district-wide FMLA case management process for the USPS

Various Craft and Managerial Positions

United States Postal Service
09.1979 - 05.2002
  • Although from 2002 to 2015 I was the Portland District FMLA Coordinator, from 1979 to 2002 I held many craft and management positions which are too numerous to mention

Education

Skills

  • Customer Service
  • Leadership in Complex Environments and Transitions
  • Executive Customer Relations
  • High-Level Customer Resolution
  • Strategic Operations Management
  • Thorough Understanding of HR Services
  • Ability to Work Independently and Manage Multiple Complex Projects
  • District Level FMLA Experience (Subject Matter Expert)
  • Certified Master Trainer
  • Caseload Tracking and Management System
  • Team Leadership and Performance Monitoring Experience
  • Project Management and Coordination
  • Operational Development and Improvement
  • Proficient in MS Office Suite

Professional Highlights

  • Extensive management experience
  • Assimilations Team experience (opening new Amazon facilities)
  • Hired as the first District FMLA Coordinator in the United States for the US Postal Service
  • Program manager for implementation of the transition from manual attendance tracking to an integrated, online system for both attendance and FMLA tracking (Enterprise Resource Management System). This placed into effect and maintained attendance management processes at the district level where none previously existed
  • Designed and implemented an end-to-end FMLA case management tracking system for the physical documents of a district of over 10,000 USPS employees
  • Created training materials in FMLA, attendance tracking and improvement and return to work requirements (for over 1000 supervisory and management staff)
  • Produced training materials in FMLA, return to work with accommodation and new automated leave request process (for over 10,000 district employees)
  • Worked extensively with employees at all levels of the agency from entry level craft positions to top district and national level managers to coordinate the implementation and expansion of the Enterprise Resource Management System.
  • Demonstrated award winning performance throughout a 36-year tenure with the USPS, earning dozens of notable service awards, recognition for beneficial contributions to the agency, commendations for exceptional service and outstanding achievement awards

Timeline

Business Enterprise Senior Associate

Amazon.Com Inc.
05.2022 - 03.2024

Assimilations Admin (Assimilations Team)

Amazon.Com Inc.
08.2021 - 11.2021

Business Enterprise Senior Associate

Amazon.Com Inc.
04.2021 - 08.2021

Executive Customer Relations Specialist

Amazon.Com Inc.
09.2020 - 04.2021

Team Manager

Amazon.Com Inc.
01.2020 - 09.2020

Business Enterprise Senior Associate

Amazon.Com Inc.
01.2015 - 01.2020

District Level FMLA Coordinator

United States Postal Service
05.2002 - 10.2015

Various Craft and Managerial Positions

United States Postal Service
09.1979 - 05.2002

Lori Baldwin