Building the Systems, Teams, and Programs That Make Organizations Work.
Operations leader.
L&D strategist.
Company co-founder.
20+ years turning chaos into clarity for global teams.
I'm a Director of Operations and L&D with 20+ years of experience, and a track record that's a little hard to categorize. I co-founded a software company, sold it, earned three promotions in 18 months at the acquiring company, and built TrainHumans, an independent AI learning project. I lead a global team across 8 countries and support clients on four continents.
I don't just follow best practices. I build them.
About Lori Robinson
Hi, I'm Lori Robinson.
I'm a Director of Operations and Learning & Development with 20+ years of experience building systems, teams, and programs from the ground up. I co-founded a software services company, ran it for 12 years, and sold it to our biggest client. Since then I've earned three promotions in 18 months by walking into gaps, building what didn't exist, and delivering results that stick.
I specialize in:
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Global operations and cross-cultural team management
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Learning & development programs that actually change behavior
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Workflow automation and AI-driven process design
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Building the operational playbook when there isn't one yet
I'm equally comfortable in the weeds and in the boardroom. Everything I build is designed to outlast my involvement.
Education
Master of Arts in Organizational Leadership - Summa Cum Laude
University of Maine at Presque Isle
Bachelor of General Studies - Summa Cum Laude
East Texas A&M University
Computerized Applications and Networking
CompuCollege School of Business (now Eastern College)
Both degrees earned with a 4.0 GPA while working full-time.
Certifications
Operational Excellence & Project Management
Certified Six Sigma Black Belt (CSSBB) | Council for Six Sigma Certification
Google Project Management Certificate | Google (Coursera)
AI & Digital Transformation
Gen AI: Beyond the Chatbot | Google Cloud
AI Certification for L&D | 360Learning
Leadership & Workforce Enablement
Certified Instructional Designer | GSDC
Certified Learning & Development Professional | GSDC
Work Experience
Twenty years of operations, implementation and learning leadership, from co-founding and selling a software company to running delivery and support for 200+ eCommerce clients across North America, Europe, Australia, and Latin America.
Director of Project & Support Operations
FocusPoint
2022 - Present
Joined in the 2022 acquisition (HR and payroll), moved to implementations in May 2023, then three promotions in 18 months: Project Manager, Senior PM, Director of Project Delivery, Director of Project & Support Operations
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Lead implementation delivery (20 to 40 customers in project status at once) and the helpdesk for a B2B eCommerce platform integrated with SAP Business One, serving 200+ clients with a team across eight countries
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Led selection of and migration to Freshdesk with a colleague, moving all project and support operations from ClickUp in about two months, with all staff trained and every customer notified
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Designed intake forms and 144 automation rules that route tickets by department, skill, and client, automating 95% of triage and eliminating a third-party Tier 1 vendor ($3,000 to $5,000 per month)
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Redesigned customer onboarding around a Getting Started Guide, recorded training videos and three live sessions, cutting meetings per implementation by roughly 70% (from about 40 to about 12)
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Led or coordinated 250+ customer and internal training sessions, onboarded 10+ team members, and wrote core SOPs for go-lives, new customer project plans and enterprise SOWs
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Built a 70-field Implementation Tracker and a Delivery Hub; 75+ client go-lives since 2023, including several projects stalled since 2021 to 2024
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Launched a client knowledge base of about 300 articles, later translated into six more languages; in the months after launch, new tickets fell about 9% and break/fix tickets about 26%
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Redesigned weekly support billing to capture full ticket history at close (roughly 5x more invoiceable hours) and built team dashboards; on-time first replies rose from 74% to 83%
Director of Operations & Co-Founder
Mobile DataSoft
2010 – 2022
Co-Founder; built and scaled operations over 12 years, acquired by FocusPoint in 2022
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Built and ran all non-technical business operations for a bootstrapped software services company from inception through a successful exit: entity formation, contractor hiring, client relationships, QA, onboarding, finance, contracts, and strategic direction.
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Built the company's entire operational infrastructure from scratch: banking, contracts, accounting, government compliance, and vendor relationships
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Designed a contractor onboarding program that reduced time-to-productivity by 30% and implemented QA protocols that cut post-launch defects by 30% within six months
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Participated in client discovery sessions, translating technical capabilities into business requirements and steering product direction
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Led long-term strategy and the acquisition process that brought Mobile DataSoft to FocusPoint in 2022
Training Specialist
J.D. Irving
2008 - 2010
One of Canada's largest private companies, 20,000+ employees across 18 business divisions
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Supported 2,000+ employees across 18 corporations spanning pulp mills, forestry, retail hardware, office furniture, and newspaper divisions.
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Researched, selected, and implemented a corporate-wide LMS covering safety, WHMIS, compliance, and customer service, adopted enterprise-wide across all divisions
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Led rollout across multiple business units, ensuring regulatory compliance and operational consistency
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Developed training guides, onboarding materials, and knowledge transfer documentation for consistent enterprise-wide delivery
Trainer & L&D Consultant
Skillsoft
2002 - 2008
Progressed from Support Agent to QA Founder to Department Trainer to Services Consultant
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Founded Skillsoft's first tech support QA department and redesigned new hire training, cutting duration from 4 weeks to 3
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Served as dedicated L&D consultant for Skillsoft's client Qwest Communications: ran learning analytics across three platforms, delivered weekly live training across three continents, and built career-aligned learning paths