Lorinda Wentz

About Lorinda Wentz

A skilled leader with years of professional Training, Development, Content Creation, Operational Management and Project Management experience. I have a background ranging from Administration, Operations, Management, Billing, Recruiting, Training, Social media, and Human Resources which give me the experience necessary to function well in many different roles and the ability to wear many hats within an organization. I am a skilled and effective communicator and have the ability to connect well with all levels within an organization up to C level executives. I have outstanding organizational skills with a strong attention to detail.

Experience

1. Senior Director of Operations

   Social5

   Apr 2024 — Present

   Department management - I am responsible for overseeing the operations within our customer support, account management, retention, content, and ads departments. Regularly conducting leadership meetings with the department heads and collaborating for operational efficiencies. •Retention management - manage the team and communicate with all customers who are considering cancelling their services. We work together on ways to keep an account so that it helps the customer and avoids hurting revenue as much as possible. Sometimes the best option is an upgrade/downgrade discussion to see what works best. I keep track of the accounts cancelling, track the reasons for cancelation, set up the retention team to proactively reach out to customers, as well as report to executives regarding churn data. If there are billing changes to be made I also edit billing and notify all applicable parties of the cancelation information for processing. •Account management – regularly meet with customers to review their current stats on their analytical reporting and discuss their needs for their business and how we can assist. •Social Media strategy - I work together with customers on their focus and preferences of what they want to present on their social media platforms and if there are new ideas or questions from the customer I connect with all people involved for resolution.•Social platform management - I ensure the connections to Facebook, LinkedIn, Instagram, and Twitter are present so that we\'re able to connect and post content as planned.•Reporting Metrics - I review and report on metrics for the company including churn and revenue.

Education

• Cottonwood High School

  High School Diploma

  2000

Skills

• Invoicing
• Coaching
• Contact Centers
• Project Management
• Salesforce.com
• Mpls
• Customer Experience
• Call Centers
• Ip
• Managed Services
• Interviews
• Voip
• Microsoft Office
• Process Improvement
• Ethernet
• T1
• Leadership
• Customer Retention
• Customer Service
• Ivr
• Recruiting
• Troubleshooting
• Team Leadership
• Vendor Management
• Multiprotocol Label Switching (Mpls)
• Team Building
• Management
• Unified Communications
• Human Resources
• Process Scheduler
• Telephony
• Account Management
• Telecommunications
• Payroll
• Customer Satisfaction
• Training
• Quality Assurance