Lori Johnson has many responsibilities, including the company’s business-critical new client onboarding experience.
Over the last year, and during 2020 in particular, Johnson has taken multiple marquee mortgage bankers and mega lenders live. With companies now working from home, Johnson was also faced with another challenge: implementing, training and fully onboarding new clients remotely. She worked feverishly to arrive at a remote model that effectively supported distance-based implementations involving multiple teams and parties – all performed remotely. It’s tough enough for companies to turn on a dime and establish a work-from-home infrastructure due to a rapidly spreading pandemic. From an operations management perspective, Johnson helped her own team quickly transition to operating virtually while simultaneously coordinating an influx of new client implementations – also done virtually. Additionally, Johnson smartly put together a remote training program to quickly train new DocMagic implementation specialists to manage new business.