Matt Loria

Soul’s Harbor is a 80-person residential facility for adult men seeking recovery from substance use. As the staff to resident ratio is low, all staff members wear many hats - myself included. The center is funded primarily by four thrift stores in nearby towns which resell donations.

Tasks included:

● Upgrading/updating technical infrastructure: internet access, wifi points, provider merge, PC/laptop/phone upgrades, surveillance systems
● Rebuilding/Improving operational process per department to remove pain points and increase efficiency
● Deploying new point of sale system in the thrift store to streamline the checkout process and introducing an inventory and pricing system to increase revenue and increase loss prevention measures
● Developing app/web platform (Glide) for core resident management
● Mentoring residents in our six month program

As Business Manager at Slate and Ivy, I am responsible for all back-end operations for a newly formed company spanning multiple states.

Tasks Included:
● Registering a newly formed medical entity across multiple states
● Creating a compatible set of back-end systems including accounting, POS, EMR, procurement, and appointment management
● Building fully functional website and presence on multiple social media platforms with accompanying paid marketing campaigns (including via Google Business)
● Maintained day-to-day AR/AP operations

The main function of my position at TRMC was to ensure the smooth day- to-day operations of the company; both internally and externally. This includes regular meetings with department heads to review KPI's, SOP's, and other strategic indicators that may signal an opportunity for improvement.
Tasks included:
● Working with Managers to uncover pain points and bottlenecks
● Developing and updating Standard Operating Procedure documents
● Creating, updating, and managing major projects via our annual company roadmap
● Processing payroll for both full time staff and instructors
● Handling major escalations from all departments
● Coordinating closely with the Director of Product to ensure quality experiences for both students and instructors
● Monthly meetings with all full time staff individually to identify and review successes, pain points, and discuss future goals and tracks
● Finding and hiring outstanding talent
● Collaborating directly with the CEO on all high-level matters
● Getting hands dirty with all staff members to understand their daily functions and discuss paths to improvement

My journey at Murphy's Music began with the simple task of boosting the company's visibility via social media marketing. It was quickly determined that the company would benefit from updates in nearly all aspects: operational & infrastructure, marketing & advertising, e-commerce, branding, point of sales systems, and inventory management.

Projects included:
● Selecting a point of sale system, e-commerce system, and inventory management system with compatible integrations
● Develop each system from the ground up, baking-in changes in daily operations to support new workflows
● Rebuild company website with shopping cart and backend integrations with inventory mgmt system, POS system, social media & SEO
● Create and deploy modernized company email and cloud services to support shared documents and website/SEO integrations
● Kickoff rebranding campaign which included logo redesign, company "jingle", merchandising, and rollout
● Strengthen (and integrate) social media and marketing engagement through major platforms; includes development of weekly YouTube content
● Operational tune-up to current company infrastructure and workflow

● Manage HR, Payroll, Benefits, Accounts Receivable, Accounts Payable
● Company Handbook & Org Chart Maintenance
● Create, Send Employee/Contractor-related Documents for Electronic Signatures
● Perform Background Checks on New Hires, Contractors, or Business Partners where Needed
● Budget Committee Member
● Process Purchases/Reimbursements as Necessary
● Ethics & Privacy Committee Member
● Meet with CCO Weekly Regarding Important Privacy and Compliance Issues
● Update Internal Documents, Sales Documents, Publicly Available Information as Needed
● Maintain and Send Service Agreements NDA's etc. as Needed to New Clients
● Research, Plan, Schedule Company Events and Conferences
● Cost Basis Research and Estimates
● Lead or Provide Support During System/Tool Migrations/Integrations.
● Maintain Cloud File System

● Developed internal process, procedure, and training documents from conception.
● Selected, setup, and customized CRM software (Zendesk) and developed related operating processes / SOP.
● Oversaw creation of online Help Center content and worked with the Dev Team to maintain it as current.
● Assisted in U.S. office hiring processes, team formation, and overall operation scaling.
● Created departmental onboarding documents and policies.
● Liaised with Marketing, Tech, and Procurement Departments on a wide range of matters.
● Monitored weekly metrics & KPI's of support staff and operations staff. productivity - reported to the CEO and made adjustments where necessary.
● Assisted UX/Dev Team (located in Beijing) with development of app, features, in-app support design, and bug testing/resolution.
● Acted as Top-Level Manager in matters of customer issue escalations.