Lori Douglas

Empathy-driven and meticulous Project Support and Customer Service Professional with over 5 years of experience managing complex documentation, coordinating cross-functional stakeholders, and resolving multi-layered issues. Proven ability to serve as a trusted single point of contact, managing time-sensitive cases with a "can-do" attitude in fast-paced environments. Adept at navigating complex agreements, collaborating with subject matter experts (SMEs), and mastering new technical tools to deliver a seamless, excellent customer experience.

Customer Service Associate - Lowe's - Bountiful, UT

(2025-06 - 2025-09)

Serves as primary point of contact for frontline staff, management, and customers to ensure complex issues, warranty disputes, and returns are tracked, and documents are seamlessly resolved.

• Maintain absolute data integrity across customer transactions and operational reports
• Maintained inventory accuracy using digital systems and supported efficient stock management
• Collaborated with cross-functional teams to resolve issues and improve customer satisfaction
• Utilized CRM systems, including Salesforce, to track interactions and identify service trends

Instructor - HEART Trust NTA - Lluidas Vale, Jamaica

(2016-02 - 2020-12)

Designed and delivered training programs in customer service, professional development, and workplace readiness

• Improved student certification success rates by 20% through targeted instruction and mentoring
• Monitored and evaluated student progress, adjusting strategies to meet diverse learning needs
• Promoted leadership, teamwork, and effective communication skills

Sales Supervisor - Vikings Production Ltd. - Norman Manley Intl. Airport

(2012-07 - 2012-10)

Supervised daily operations and team performance in a high-volume environment

• Analyzed sales data to improve productivity and meet performance targets
• Trained staff in customer engagement and service excellence
• Resolved customer concerns to maintain high satisfaction levels

Manager, Social Programs - Sandals Ochi Beach Resort - Ocho Rios, Jamaica

(2010-02 - 2012-06)

Coordinated large-scale programs and events for diverse groups

• Managed logistics, scheduling, and vendor partnerships
• Increased engagement through personalized guest experiences
• Collaborated across departments to ensure seamless program execution

Guest Services Agent - The Westin Hotel - California, USA

(2007-06 - 2008-05)

Provided front-line guest support, resolving issues promptly and professionally

• Managed reservations and guest data using internal systems
• Delivered personalized service to enhance guest satisfaction and retention

Bachelor of Science - Hospitality Administration - Southern New Hampshire University

Associate Degree - Sports Massage Therapy - G.C. Foster College of Physical Education & Sport

Associate Degree - Tourism & Hospitality Administration - Moneague College