Lavinia Sheppard-Moran

Experience

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  Coinstar LLC

  Apr 2011 - Oct 2016

  Program Manager/Senior Customer Liaison

  Program managed the Coinstar and new ventures lines of business kiosk readiness launches.• Project managed readiness of kiosk launches in North America which included new implementations, software and hardware upgrades, and marketing campaigns.• Project managed the Customer Support implementation of a customer relationship management (CRM) tool (SAP) for over 300 users and across 8 teams; recognized by the CEO with award at company-wide meeting.

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  Swiss Post Solutions at Amazon / Ricoh USA at Amazon

  Feb 2018 - Dec 2021

  Senior Launch Services Manager/National Operations Coordinator

  Program managed implementation of mailroom spaces in Amazon offices (or decommissions) and supported initiatives such as onboarding personnel. • Project managed implementation of over 100 mailrooms, regularly 7 implementations in parallel; ensured adherence to contractual commitments and service level agreements.• Spearheaded the creation of two knowledgebases containing over 2,500 mailroom implementation and personnel onboarding/offboarding documents comprised of complex processes

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  Simplicity Consulting

  Dec 2021 - Jun 2023

  Program Manager

  Program managed player and customer support initiatives for Mojang Studios, the creators of Minecraft. • Improved customer relationship management (CRM) tool licensing compliance by 86% by conducting quarterly audits.• Managed an overhaul of existing knowledgebase which resulted in improving user satisfaction by 11% and decreasing document search time by 78%.• Seized the opportunity to vendor managed day-to-day customer support operations and relationships; reduced vendor customer contact volume costs by 41% and increased ticket resolve-rate from 70 to 85%. Show less