We were lucky to catch up with Lorena (Lory) Toledo recently and have shared our conversation below.

Lorena (Lory) , looking forward to hearing all of your stories today. undefined

One of the most innovative things I’ve done in my career was integrating Organizational Behavior Management principles into businesses that struggled with high staff turnover and inconsistent service delivery. Rather than focusing solely on top-down directives, I led a team-wide initiative that prioritized behavior-based performance systems, real-time feedback loops, and meaningful reinforcement aligned with both organizational goals and employee values. It was innovative not because the science was new, but because applying it in such a practical, sustainable, and human-centered way transformed the entire culture. We shifted from reactive problem-solving to proactive systems that supported staff development, increased engagement, and ultimately led to better client outcomes. I view innovation as the ability to recognize when evidence-based practices can be adapted to meet the real-world needs of people without compromising the integrity of the science. I’m proud of that project not because it was perfect, but because it empowered others to lead with clarity, purpose, and accountability.
To me, innovation is deeply human; it’s listening, adapting, and responding with purpose.

As always, we appreciate you sharing your insights and we’ve got a few more questions for you, but before we get to all of that can you take a minute to introduce yourself and give our readers some of your back background and context?

Thank you for the opportunity to share my story. My name is Lory Toledo, and my career has always centered around service, whether through social services, community advocacy, or supporting small businesses in logistics and operations. I first entered the field through my work in victim advocacy, where I saw firsthand the long-term impact of trauma and the gaps in support systems for children and families. That experience inspired me to deepen my work in social services, focusing on creating programs that are trauma-informed, family-centered, and culturally responsive. Today, I lead multiple initiatives, including a multiservices company, Klever Services, which empowers owner-operators, freight dispatchers, and entrepreneurs through training, operational support, and business coaching. As a coach and mentor, I help individuals not only build profitable businesses but also develop the confidence, systems, and mindset to grow sustainably and lead with purpose. Across all my work, the goal remains the same: to bring structure, empowerment, and sustainability to systems that often feel overwhelming or inaccessible to those who need them most.
What sets me apart is my ability to blend evidence-informed practices with heart-led leadership. I don’t just provide services, I build capacity, foster collaboration, and co-create solutions that last. I’ve had the honor of being named one of the 100 Women to Know in Florida for my contributions to advocacy and nonprofit leadership, but what I’m most proud of are the everyday wins, when a child accesses resources they never had before, when a parent feels confident navigating a difficult situation, or when a small business owner secures their first contract.
If there’s one thing I’d want people to know about me and my work, it’s that I believe in the power of people, and I’m committed to building pathways that help them thrive, both personally and professionally.
At Klever, we offer a range of multi-service solutions, including over-the-road services, comprehensive business coaching, strategic planning, and advocacy support. Our goal is to empower clients by providing practical tools and guidance that help them thrive both personally and professionally.
At Trauma Resolution Center, we specialize in trauma-informed mental health therapy and healing services. What sets us apart is our holistic, trauma-informed approach, which combines clinical expertise with advocacy and strong community partnerships. We work to create safe spaces where survivors can find healing, resilience, and empowerment through culturally sensitive and evidence-based care.
At The Honeycomb House, we focus on providing maternal trauma-informed care, holistic education, and vital support services to pregnant and postpartum mothers and their children. We offer essential resources to help families overcome challenges such as poverty, trauma, and lack of support, fostering a nurturing environment for mothers and babies to thrive.
For anyone considering working with us, whether as a client, supporter, or partner, I want you to know that Klever and the nonprofits I’m involved with are built on a foundation of authenticity, cultural humility, and a deep respect for lived experience. We don’t pretend to have all the answers, but we’re committed to listening, learning, and evolving alongside the communities we serve. It’s an ongoing journey, and we’re honored to walk it with others toward healing, empowerment, and meaningful change.

Learning and unlearning are both critical parts of growth – can you share a story of a time when you had to unlearn a lesson?

One of the most important lessons I had to unlearn was the idea that I had to carry everything alone to be effective or respected as a leader. Early in my career, especially working in social services and community advocacy, I internalized the belief that being strong meant being self-reliant, always showing up, and never asking for help. I was so focused on holding space for others, families, clients, and teams that I neglected to create space for myself. The turning point came during a time when I was juggling nonprofit work, launching my business, and managing personal challenges behind the scenes. I began to realize that my silence wasn’t a sign of strength; it was a symptom of isolation. And my drive to do everything “right” was limiting collaboration and creativity. I had to unlearn that hyper-independence and start trusting others to step in, contribute, and even lead. Since then, I’ve been intentional about building supportive teams, sharing leadership, and letting go of perfectionism.

Any advice for managing a team?

Managing a team and maintaining high morale requires intentionality, empathy, and clear communication. One of the most important pieces of advice I’ve learned over the years is to prioritize connection and trust. People want to feel seen, heard, and valued, not just as employees, but as whole individuals with unique strengths and challenges. I encourage leaders to create a culture where open dialogue is welcomed, feedback flows both ways, and successes, big or small, are celebrated. It’s also vital to recognize that each team member may be motivated differently, so taking time to understand what drives them personally helps tailor support and encouragement. Another key is fostering a sense of shared purpose. When everyone understands how their work directly contributes to the mission and impact of the organization, motivation naturally increases. Finally, I believe in investing in professional growth and wellness. Encouraging continuous learning opportunities, providing resources for self-care, and modeling work-life balance sets a tone that the organization truly cares about its people. By focusing on respect, empathy, and purposeful leadership, teams not only stay motivated but also become more resilient and collaborative.

Contact Info:

• Instagram: Kleverservices
• Other: Trc_healing and the_honeycombhouse