Salesforce
Lori Howard-McCool
Thornton,CO
Summary
With a diverse skill set similar to a Swiss army knife, bringing a wealth of diverse experience to every role, ensuring comprehensive and innovative solutions. Passionate about making a positive impact and providing a world-class consumer journey that drives value, satisfaction, and loyalty.
Overview
26
26
years of professional experience
1
1
Language
Work History
ABX Market Lead
Virgin Pulse, Inc.
06.2022 - 12.2023
- Established strong working relationships with colleagues across departments, fostering collaborative work environment conducive to securing $15k+ in Health Plan and Health System revenue.
- Conducted account research in various Salesforce objects to confirm current solutions and recommend inside sales expansion along with intent monitoring in 6sense for new logo sales and client expansion
- Reporting of campaign and landing page engagement.
Applied AI Data Analyst
Welltok, a Virgin Pulse company
02.2016 - 04.2022
- Worked on expansion of artificial intelligence capabilities with in-house machine learning classifiers and IBM Watson technologies, including dialog and question routing logic in Watson Assistant.
- Participated in requirements meetings to understand business needs.
- Obtained customer implementation documents required to populate health plan benefits for commercial, Medicare, and Medicaid lines of business and guidance responses according to project plan timeline
- Extracted and interpreted data patterns to translate findings into actionable outcomes.
- Integrated multiple sources of disparate data into cohesive datasets using ETL processes, improving overall analytic capabilities.
Accounting Coordinator
iN2L (now LifeLoop)
06.2015 - 02.2016
- Managed accounts payable and receivable functions, ensuring timely payments to vendors and customers alike.
- Maintained accurate documentation regarding accounts payables and accounts receivables in accordance with company policies.
- Collaborated with internal departments to resolve discrepancies, fostering strong cross-functional relationships.
Call Center Service Associate
Kaiser Permanente
03.2015 - 06.2015
- Utilize 200+ guidelines and HIPAA privacy compliance to ascertain type of appointment needed, book appointments correctly, and identify high-risk calls that require immediate medical attention.
- Handled high-volume calls, effectively addressing customer needs while maintaining professionalism.
- Maintained accurate records of customer interactions, ensuring consistency in service delivery.
Teller/CSR
First State Bank of Livingston / Shepherd branch
05.2014 - 02.2015
- Promoted a welcoming atmosphere in the branch by greeting customers warmly upon arrival and addressing them by name when possible.
- Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
- Processed customer transactions promptly, minimizing wait times.
- Assisted customers with account inquiries, resolving issues promptly and professionally.
Technical Services Associate
iN2L (now LifeLoop)
09.2013 - 05.2014
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Explained technical information in clear terms to promote better understanding for non-technical users.
Measurement Specialist I
Anadarko Petroleum Corporation
06.2012 - 05.2013
- Analyze electronic flow measurement data in FloCal from field into gas measurement system to resolve measurement data abnormalities and ensure accuracy, completeness, and contractual obligations are satisfied.
- Followed all company policies and procedures to deliver quality work.
- Conducted thorough research to identify gas measurement trends and inform decision-making for business growth initiatives.
Product Support Specialist
River Software, a MentorcliQ Company
12.2011 - 06.2012
- Collaborated with cross-functional teams to address complex customer issues, ensuring seamless resolution.
- Increased Jira knowledge base usage by creating detailed articles on common product issues and solutions.
- Contributed to product development by sharing valuable customer feedback and insights with engineering teams.
- Conducted comprehensive product training sessions for both internal staff and external customers.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Created written documentation and training guides.
Technical Support and Event Management
ReadyTalk (a PGi company)
04.2007 - 10.2011
- Responded to support requests ReadyTalk web and audio conferencing from end-users and patiently walked individuals through basic troubleshooting tasks.
- Spearheaded use of Salesforce for Case documentation and tracking, as well as user self-service knowledgebase using Salesforce.
- Managed multiple concurrent support cases with precision and focus, resulting in high rate of case closure within target timelines.
- Served as escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Streamlined event planning processes by implementing efficient project management strategies.
- Liaised with clients to determine exact event requirements.
- Established relationships with key stakeholders, fostering long-term partnerships for future collaborations.
Web Event Manager
ReadyTalk (a PGi company)
08.2010 - 10.2011
- Collaborate with customers to determine their large or high-profile web event needs and perform all necessary technical and client training tasks, as well as documenting and streamlining team processes is Salesforce to provide excellent customer experience in efficient working environment.
Event Team Coordinator
ReadyTalk (a PGi company)
06.2009 - 07.2010
- Supporting the Events team to coordinate and conduct operator-assisted meetings by scheduling audio bridges, sending reservation confirmations, editing recorded meetings, and other tasks as needed
- Documenting the processes involved with scheduling operator-assisted events and other procedures in Salesforce
- Maintain customer training schedule.
Technical Support Specialist
FRx Software (Microsoft Business Solutions)
06.1998 - 04.2007
- Provided technical support for Microsoft FRx and Microsoft Forecaster financial analytics applications.
- Documented support interactions for future reference.
- Collaborated with cross-functional teams for complex problem-solving, leading to improved operational efficiency.
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
Technical Support
Microsoft
1998 - 01.2007
- Microsoft Business Solutions was a division of Microsoft under which FRx and Solomon were both acquired.
- Initially provided administrative support to Marketing / Creative Services and Support departments. Later provided technical support for users of FRx Financial Reporter, analytics application that was bundled with Solomon IV general ledger accounting software.
Education
Bachelor of Science - Psychology -
Metropolitan State University of Denver
Denver05.2026
Associate, Technical Studies -
Aec-Southern Ohio College-Findlay
Ohio06.1998
Skills
- Customer Relationship Management (CRM)
- CRM system proficiency
- Application support
- Problem Resolution
- Technical Writing
- Analytical mindset
- Microsoft Office Suite
- ERP Software (Salesforce, Jira, Zoho)
- Database Software (SQL)
Websites
Accomplishments
- Cognigy Academy | Conversation Design Course - Cognigy
- Selling into Industries: Healthcare - LinkedIn
- Creating a Culture of Service - LinkedIn
- Customer Service Leadership - LinkedIn
- Managing a Customer Service Team - LinkedIn
- How to Get Great Customer Service - LinkedIn
- Managing a Customer Contact Center - LinkedIn
- Customer Experience Leadership - LinkedIn
- Creating a Positive Customer Experience - LinkedIn
- Building Customer Loyalty - LinkedIn
- Using Assessments to Hire Customer Service Reps - LinkedIn
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeContract WorkLocation Preference
RemoteHybridImportant To Me
Company CultureWork-life balanceFlexible work hoursWork from home optionQuote
...people will never forget how you made them feel.
Maya Angelou
Software
Watson
Cognigy
Hubspot
6Sense
Microsoft Office
Timeline
ABX Market Lead
Virgin Pulse, Inc.
06.2022 - 12.2023
Applied AI Data Analyst
Welltok, a Virgin Pulse company
02.2016 - 04.2022
Accounting Coordinator
iN2L (now LifeLoop)
06.2015 - 02.2016
Call Center Service Associate
Kaiser Permanente
03.2015 - 06.2015
Teller/CSR
First State Bank of Livingston / Shepherd branch
05.2014 - 02.2015
Technical Services Associate
iN2L (now LifeLoop)
09.2013 - 05.2014
Measurement Specialist I
Anadarko Petroleum Corporation
06.2012 - 05.2013
Product Support Specialist
River Software, a MentorcliQ Company
12.2011 - 06.2012
Web Event Manager
ReadyTalk (a PGi company)
08.2010 - 10.2011
Event Team Coordinator
ReadyTalk (a PGi company)
06.2009 - 07.2010
Technical Support and Event Management
ReadyTalk (a PGi company)
04.2007 - 10.2011
Technical Support Specialist
FRx Software (Microsoft Business Solutions)
06.1998 - 04.2007
Bachelor of Science - Psychology -
Metropolitan State University of Denver
Associate, Technical Studies -
Aec-Southern Ohio College-Findlay
Technical Support
Microsoft
1998 - 01.2007