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Lora Arnold

Customer Success & Operations Executive

Stronger teams.Smarter operations.Measurable results.

I bring more than 20 years of experience improving service operations—helping teams work more accurately, serve customers more effectively, and drive revenue growth.

Explore my results and experience, or contact me to discuss your next senior executive role.

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Kissimmee, Florida

Portrait of Lora Arnold

Quality

98%

Fewer agent errors

Cut the agent error rate from 50% to under 1% at Achieve Test Prep with transaction audits and targeted training.

Revenue

$2M+

From one partnership

Designed and launched a tuition financing partnership that raised customer lifetime value 77% in two years.

Scale

31 → 1

Contact centers consolidated

Merged 31 operations into one center serving 80 newspapers at BH Media Group, leading 200+ employees.

0years leading service, retention, and payments teams
0employees led, plus 60 outsourced contractors
0newspapers served by one enterprise contact center
0independent contractors directed at Cox Ohio

Results

The numbers moved.

Every figure comes from my own operating results. Scroll, and watch them happen.

Agent error rate

<1%

Transaction audits plus targeted training. Under 3% within six months, under 1% today.

Payment shortfall recovered

$245K+

Found after a billing-system migration. Led the collections effort end to end.

Customer lifetime value

+77%

A third-party tuition financing partnership I designed and launched. $2M+ in revenue in two years.

Contact centers consolidated

31 → 1

BH Media Group, 2015 to 2018. Thirty-one sites became one centralized retention and telemarketing center, with Genesys omnichannel, self-service IVR, and a work-from-home agent program.

Headcount after AI workflows

−20%

routine tasks automated

After migrating from Salesforce to Kustomer, an AI-powered CRM, I introduced AI workflows that took routine work off the team.

Unaccounted agent time

<2%

Daily reporting that reconciles agent time tracking with phone-system activity.

Win-back cash flow

$0K / month

Revive converts 10% of former students reached. Winback reactivates 30% through paid enrollment extensions.

New enrollments paid in full

18%

Paid in full at enrollment through the partnership I built, which now runs as a core part of the business.

About

Four rebuilds.

Different companies, same pattern: find the leak, fix the system, prove it with numbers.

2021 → today, Achieve Test Prep

A remote customer operation, rebuilt around AI

Salesforce to Kustomer. AI workflows. Audits and training that drove errors below 1%.

−20% headcount
2021 → today, Achieve Test Prep

Financing that pays twice

Designed a third-party tuition financing partnership. 18% of new enrollments paid in full and 77% higher lifetime value.

$2M+ revenue
2015 → 2018, BH Media Group

Thirty-one contact centers became one

Promoted to run retention and sales for 80 newspapers. Led 200+ employees and 60 outsourced contractors.

31 → 1
2002 → 2008, Cox Ohio Publishing

Four operations, one manager

Circulation, sales, distribution, and the contact center. Quality programs, training, and vendor management.

590 people

Experience

Twenty-four years.

  1. 2021 → today

    Senior Director of Customer Success

    Achieve Test Prep (We Are Working), remote

  2. 2018 → 2020

    Director of Sales & Marketing

    BH Media Group / Lee Enterprises, Tulsa, OK. Budgets, forecasting, and executive reporting across print and digital.

  3. 2015 → 2018

    Director of Retention & Sales

    BH Media Group / Lee Enterprises, Tulsa, OK. 80 newspapers, 200+ employees, 60 outsourced contractors.

  4. 2012 → 2015

    Retention & Sales Manager

    Richmond Times-Dispatch (BH Media Group), Richmond, VA

  5. 2008 → 2012

    Back to school, full time

    Bachelor of Business Administration, Strayer University. Associate of Computer Technology, University of Cincinnati Clermont.

  6. 2002 → 2008

    Contact Center Manager

    Cox Ohio Publishing (Dayton Daily News), Dayton, OH. 90+ staff and 500 independent contractors.

Toolbox

What I run on.

KustomerSalesforceGenesys omnichannelFive9RingCentralMightyCallSelf-service IVRAI workflow automationQuality audits & trainingCollections & paymentsFinancing partnershipsRetention & win-backVendor & outsourced teamsWork-from-home programsBudgets & forecastingKPI reporting

Contact

Let's talk.

I'm exploring senior executive roles in customer success and operations. Email is the fastest way to reach me.

larnold247@yahoo.com LinkedIn