Laura Browne Email & Phone Number

San Francisco, California, Us

San Francisco, California, Us

First member of the Customer Onboarding Services Team at Intercom. I've had the amazing opportunity to build out the OS role and its processes from the ground up. Super excited for the team to grow and evolve 🤩

San Francisco, California, Us

• Provided white glove service to premium & high spend customers while keeping a 96% CSAT • Served as “on-call” point of contact for non-technical escalations for CS & Sales• CSS2 specialty topics include: billing; pricing; security/GPDR; email deliverability reviews; troubleshooting for message campaigns, email delivery/spam placement, integrations (i.e. Salesforce, HubSpot, Google Analytics, MailChimp, Facebook, etc), and Intercom’s product tours• Experienced company scale from ~400 employees to ~700, and partook in several product launches• Served as Team Lead for Early Stage Program – implemented automation of program applications, introduced new escalation process, and managed all communication to CS regarding monetisation updates • Managed scheduling for EMEA CS early shifts • Won 2020 H1 CSS2 EMEA Culture Champ Award & won 2020 Q2 CS EMEA Leadership Recognition Award & won 2020 Q3 CSS2 Global Stellar KPI’s Award

San Francisco, California, Us

• Graduated from Leadership & Development Program – drove project to increase Asana adoption in CS • Completed rigorous onboarding; upskilled product knowledge by handling queries from medium-low spend customers largely through real-time live chat

Dublin 2, Dublin, Ie

I came to Dublin to experience the amazing world of startups this tech-hub has to offer. While settling in, I interned for Flender, a peer-to-peer startup company based in Ballsbridge. As startups require, I had to wear many hats. Duties included:- Implementing company's use of Salesforce, requiring hours of data entry using excel and Data Import Wizard- Responding to customer inquiries via Intercom - Drafting credit reports for Head of Compliance and Underwriting- Issuing arrears letters via post- Researching events (from panels to conferences) to discover speaker opportunities for co-founder

San Francisco, California, Us

• Lending Club is the world’s largest online marketplace connecting borrowers and investors (P2P)• Hired as Member Support Phone Agent, answering approximately 80 inbound phone calls per day• Promoted role to Member Support Email Agent in December 2016, responding to around 200 emails per day• Member Support responsibilities included verifying applicants’ identity and employment information, explaining documentation requirements, communicating loan application statuses, all while using “one-call resolution” method to address possible future needs of borrowers• Coached agents on difficult calls and took over when customers asked to speak with a supervisor • Led weekly team meetings to inform members of new company content • Demonstrated initiative by joining pilot team to launch website’s chat feature• Selected to join Customer Development Sales “Flex” Team due to superior performance• Trained new email agents

Cleveland, Ohio, Us

- Represented University Tees at Chico State by fulfilling custom apparel orders with various organizations on campus- Improved networking skills by reaching out to potential clients and then building and maintaining those relationships- Processed orders by working with clients and explaining the process step-by-step in a simple way to make it easy for them

Brentwood, Tn, Us

Co-Founder of Zeta Theta Chapter of Alpha Omicron Pi (AOII) January 2014 – December 2015- Elected as Cabinet Activities Chairman- Responsible for planning and managing Alpha Omicron Pi’s participation in Greek Week- Organizing intramural sports- Ensuring all active members are involved in organizations on-campus outside of the chapter- Managing Activities' budget

Brentwood, Tn, Us

- Elected Leadership Council Secretary and attended Leadership Council meetings weekly- Recorded and posted minutes biweekly and reported them to headquarters- Recorded attendance both at meetings and standard-required events- Calculated quorum for election meetings, normally every chapter meeting- Announced correspondences before each chapter meeting- Responsible for managing the Secretary's budget

Seattle, Washington, Us

- Reached sales per hour goal four pay periods in a row, increasing sales every time- My partner and I won store-wide intern competition for the best idea, plan, and presentation of our project on how to improve employee retention rates for Nordstrom- Spent half the time on the floor selling and half the time shadowing and learning from Department Manager

Chico, Ca, Us

- Provided prospective study abroad students with extremely detailed information to guide them through the application process, specifically those interested in the UK and Ireland- Spoke at panels to relay knowledge to prospective study abroad students regarding specific topics of expertise ("Health & Safety for Female Travelers", "Savvy Traveling", "The British Education System", "Living with Locals", etc)- Helped mentor and transition international students attending CSU Chico - Served 90 hours over a semester

Chico, Ca, Us

- Worked with the intern team to assist with marketing for the International Office and recruit students on campus to take advantage of the study abroad programs offered through the International Office- Provided prospective study abroad students with information to guide them through the application process- Presented to classrooms to share my experience and get them interested and curious about studying abroad- Helped mentor and transition international students attending CSU Chico - Served 90 hours over a semester

Us

- Provided well-planned out leadership activities for up to 40 children, grades K-6, including crafts, sports, nature, music, drama, games, special events, and off-site trips - Voluntarily trained “Leaders In Training” who were middle school or high school aged students; worked as a mentor and met with LITs daily to set goals and guide them become better future leaders - Interfaced with parents and helped resolve their concerns - Managed activity supplies

- Managed pickup orders, desserts, inventory and stocking of shelves - Provided a friendly and efficient level of customer service to ensure an overall positive experience - Coordinated customer service with manager and wait staff

Us

- Led leadership activities for up to 40 children, grades K-6, including crafts, sports, nature, music, drama, games, special events, and off-site trips - Assumed responsibility of children’s safety; reported all accidents/incidents via filling out a form and informing office; taught life skills such as problem solving to children; assisted other staff with all camp activities; served as positive role model to children

Us

- Led games and activities under supervision of Recreational Specialist - Set goals based on areas in need of improvement and met with a mentor (Recreational Specialist II) daily to make sure those goals were met and skills were mastered

Bachelor Of Science Degree, Business Administration; Project Management

Education record

High School