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Carolyn Lordeus

Carolyn Lordeus

Quality Service Assurance Supervisor

Miami HEAT

Training & Development Department


Miami HEAT

Quality Service Assurance Supervisor

Works with Department Managers and Supervisors to properly assist with prime-time team members, and other areas assigned, during events and games.
Actively participate in the training process for prime-time team members. Confers with Department Managers and Supervisors on the job performance of prime-time team members and recommends team members for additional trainings.
Continuously coaches and encourages staff to provide superior levels of guest services and reinforce ELEVATE behaviors.
Ensures that Elevate Ambassadors and prime-time team members have the equipment and tools necessary to perform the jobs accurately and efficiently, via regular communication with their Department Manager and Supervisors.
Ensures all team members are wearing appropriate uniforms and that uniforms are neat, clean and in good order.
Assists with the leadership and development of Elevate Ambassadors.
Assists guests requiring relocation to an ADA platform and other seating within the Arena, resulting from maintenance issues or the closure of an area/section.Complete Customer Service Reports Cards and Game Notes per event/game.
Assists Season Ticket Services during HEAT games in building positive relationships with Season Ticket Holders
Responds quickly to requests from guests, fellow-supervisors or management in a timely, friendly and efficient manner and follows up to ensure guest satisfaction.
Maintains a working knowledge of the facility, current and upcoming events/games and the surrounding area.

Career medium 03
Career medium 06

Safe Outlet Inc.


Safe Outlet Inc. is a 501 (c) 3 non-profit organization. We serve as a multicultural, faith based; transitional domicile that is specifically designed for assisting youths, survivors and victims of domestic abuse by affirming that domestic violence is not an isolated issue but a community-wide issue that affects us all. One of our primary focuses is to enlighten clients on the dynamics of domestic violence in order to shed light into the darkness that surrounds interpersonal violence. Just as a caterpillar needs a cocoon to develop into a butterfly, we understand how imperative it is to equip our clients with the necessary tools and resources needed to conquer the life of abuse which they have grown accustom too. We at Safe Outlet, envision ourselves as being strong collaborators, utilizing its core competencies in both prevention and intervention, to provide clients with adequate services, while also building community-wide awareness, understanding and assurance which will foster progress toward the elimination of domestic violence.


Miami Heat

Administrative Services

Handle incoming calls on a multi lines switchboard, sort out incoming UPS, Fedex, USPS packages/ mails for staff, as well as the players and then distribute them to the appropriate departments accordingly. I meet and greet clients with a friendly, inviting smile to ensure customer satisfaction etc.

Career medium 02
Career medium 02

Safespace Foundation

Board Member

I serve on the advisory board of directors for the Safespace Foundation by advocating on behalf of our clients, victims and survivors of domestic violence. As well, I am involved in the decision making as it relates to services and fundraising activities for the organization. I serve on group panels for discussion of various topics regarding awareness, prevention and intervention for domestic violence. I also present at different speaking engagements on behalf of the foundation as it relates to my personal encounter and survival story of domestic abuse.


Comcast Cable


I manage, motivate, coach and develop a team of customer care professionals by giving feedback on performance to ensure consistency of high level customer service. I Interview, evaluate, hire, promote and reward employees and/or applicants or effectively recommend such actions accordingly. I hold weekly team meetings to communicate and manage expectations for work adherence, compliance, and work accuracy. I support the customer care professionals with problem solving in order to attain first call resolution. As well, I handle other administrative tasks and duties such as payroll, disciplinary action documentions, remote assessing to ensure quality control etc.

Career medium 01
Career medium 02


Revenue Assurance Analyst

I meticulously audit accounts via program called Lavastorm to ensure work order accuracy on pending and completed work orders. As well as recover missed revenue for the company. Furthermore, I communicate my findings to the VP's, manager, supervisors, call center, tech ops and others who would be impacted directly or indirectly. I prepare a weekly summary tracking report which is submitted to the marketing team for preparation and submission of a mailer notification list which is sent to all customers who will be impacted. In addition, I am also the Comp/Government accouts liaison. I am responsible for setting up complimentary services as requests are submitted with the appropriate form which is required to have signed and approved authorized signatures by VP's and or local market directors. As needed, I also assist with other sensitive projects within Comcast.


Barry University

Computer and Information Sciences and Support Services

Florida Memorial University

Bachelor's degree, Busines Administration minor in Human Resources