Lora J.
Customer Success Analyst @UniUni
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WORK HISTORY
Customer Success Analyst @UniUni
Toronto, ON, CA
Owned end-to-end analytics and operational oversight for $36.72M in annual customer billing (2025), supporting up to $12M in monthly billing during peak periods and ensuring accuracy across invoicing, settlement, payment tracking, and cash flow reporting.• Monitored financial exposure including ~$597K in compensation/claims, maintaining an average compensation rate of ~0.02 across the merchant portfolio through proactive data analysis and issue prevention.• Designed and standardized KPI frameworks and dashboards (Power BI / Excel / SQL) covering billing status, AR aging, settlement progress, dispute trends, and risk signals, improving visibility and decision-making speed.• Served as analytics owner for the Billing Tracker, refining field definitions, calculation logic, and governance rules to establish a trusted single source of truth shared by CS, Finance, and Operations teams.• Developed a suit of Python-based automation tools including browser automation, billing validation, Excel/PDF processing, and email workflows, reducing hours spent by 87% with tool adoption rate of 90% for CS team members.• Functioned as escalation point for billing, settlement, and compensation issues that could not be resolved by frontline CS, working directly with merchants and internal stakeholders to diagnose root causes and drive resolution.
EDUCATION
Georgia Institute of Technology
Master of Science - MS, Analytics
University of Hawaii at Manoa
Master of Science - MS, Travel Industry Management
University of Hawaii at Manoa
Bachelor’s Degree, Travel Industry Management
ABOUT LORA J.
I\'m a detail-oriented analyst focused on automating workflows and improving operational efficiency within customer success teams. In my current role, I design and deploy lightweight automation tools to streamline high-volume processes such as billing, exception handling, and order lookups—saving hours of manual work each week and reducing error rates across departments.My work combines process mapping, scripting (Python, Postman), and cross-functional coordination to address operational pain points with practical, scalable solutions. By turning repetitive tasks into automated workflows, I enable our team to focus more on problem-solving and customer experience. I\'m especially interested in building systems that bridge data, people, and tools to drive measurable impact at scale.Github: https://github.com/jiao-xxMarketing Portfolio: & utm_campaign=designshare & utm_medium=link2 & utm_source=uniquelinks & utlId=h90a5f39495#16Let\'s connect!
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