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Laura Watts is a Customer Experience @ Shepherd at Shepherd. She possess expertise in management, leadership, health insurance, customer support, customer experience and 39 more skills. Colleagues describe her as "I've had the pleasure of reporting to Laura at Zenefits since June 2016. One of the things that has impressed me most in that time is the balance of her managerial style -- hands on and in the trenches when I needed it but trusting enough to give me autonomy and the confidence to act on my own the rest of the time. More than that, Laura has an incredible energy and conviction that helped guide our department through the dramatic company-wide changes of last year. I'll always remember the many frantic 1:1's in the first 48 hours of our direct working relationship after "The Offer" and will always be grateful for your mentoring and feedback along the way.", "Laura is a natural super-hero leader here at Zenefits. Running an entire support team isn't an easy challenge, but Laura does it with grace and a positive infectious spirit. Laura is known for getting into the trenches with her team and customers to solve challenges every day. Not only is she a product genius, she knows how to rally and lead a large team through the ever-changing start-up challenges! I would be honored to partner with Laura at any point in my career.", and "I was lucky enough to have spent a great deal of time learning from and working alongside Laura during my employment at Zenefits. Anyone who's ever met her would agree that she is not only the hardest working person in the room, but she also has the creative ingenuity and problem-solving ability to back it up. It was always truly astonishing to see how many projects she could handle at once while still making herself available to anyone who needed her assistance. Two things really stick out in my mind that I will never forget about Laura: - She knows how to get the most out of people through leading by example and communicating with great candor. - Her ultra detail-oriented mind is her gateway to perfecting processes, transforming the product, and driving positive organizational change. Laura is a fantastic mentor, an influential leader, and truly a stand-up human being. If you have the chance to work with her, you can rest assured that you will be getting the absolute best person for the job."
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Head Of Customer ExperienceShepherd Oct 2024 - PresentSan Francisco, Ca, Us -
Customer Experience LeadShepherd Dec 2021 - Oct 2024San Francisco, Ca, Us
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Manager Of Customer Success, Autodesk Construction SolutionsAutodesk Jul 2020 - Dec 2021San Francisco, Ca, Us -
Customer Success Manager, Autodesk Construction SolutionsAutodesk Apr 2019 - Jul 2020San Francisco, Ca, UsCustomer Success Manager for BuildingConnected and TradeTapp.
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Senior Customer Success ManagerLattice Jan 2018 - Apr 2019San Francisco, California, Us• Responsible for managing, upselling, and retaining a book of strategic customers • Responsible for ensuring that clients are realizing the value of the Lattice platform with an emphasis on product education, best practices, and feature adoption• Guided customers through a successful implementation process, including project managing the roll-out of Lattice with key stakeholders and providing trainings and education to end users• Deliver quarterly business reviews and identify opportunities for expansion• Act as customer advocate to help liaison feedback to internal teams at Lattice -
Enterprise Customer Success ManagerNarvar Jun 2017 - Jan 2018San Mateo, California, Us• Managed $5M portfolio of enterprise accounts focused on driving adoption, optimization, and retention • Collaborated with account teams for renewal discussions and expansion opportunities• Partnered with professional services to create impactful onboarding programs and success plans that resulted in higher client satisfaction and ROI• Ran quarterly business reviews with executive stakeholders highlighting customer objectives and platform performance -
Channel Account ManagerZenefits Apr 2017 - Jun 2017San Francisco, California, Us• Responsible for lifecycle of HR and Accounting channel partners, including identifying, securing, and managing all new and existing relationships• Grow and enhance the Zenefits Partner Program • Onboard and enable channel partners to successfully sell Zenefits products via our Partner Program -
Director, Member ServicesZenefits Jul 2016 - Apr 2017San Francisco, California, Us• Managed team of 90 employees in customer support and operations specializing in health insurance and focused on providing excellent customer service – including associates, specialists, and member processing• Highly involved in the hiring, training, and ramping of new employees; as well as maintaining knowledge and expertise of current employees through recurring training programs• Partnered with product, engineering, sales, and account management to align customer service objectives across the organization• Developed and implemented processes to improve internal efficiencies, customer engagement, and customer satisfaction• Defined and measured performance standards for the organization• Built and maintained internal tools for external client use and internal employee use
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Client Support Director, InsuranceZenefits Nov 2015 - Jul 2016San Francisco, California, Us• Managed and lead the insurance customer support organization of 45 employees• Responsible for all employee training and development, including creating and implementing performance standards and quality guidelines• Assisted with the implementation of our customer satisfaction survey process, including the follow up process with customers• Responsible for all documentation regarding insurance within the Help Center, both for internal processes and external clients• Worked cross-functionally with engineering, product, and account management to improve the overall customer experience• Staffed all channels (including emails, inbound phones, and customer callbacks), responsible for analyzing the metrics and driving improvement
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Client Support Manager, Insurance SpecialistsZenefits Jul 2015 - Oct 2015San Francisco, California, Us• Managed team of 10 insurance specialists, focusing on complex insurance inquiries, escalated customers, and customer retention• Defined tier 1 and tier 2 customer support and escalation pathways within the organization• Created our licensing policies to ensure the team complied with our licensing regulations• Worked cross-functionally to create root causing techniques to help improve internal processes and further develop our products to improve the customer experience• Responsible for hiring, ramping, and training of new and current team members
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Client Support Manager, AssociatesZenefits Apr 2015 - Jun 2015San Francisco, California, Us• Managed team of 15 associates (generalizing in all areas of our product - insurance, HR, and payroll)• Focused on improving the customer experience through process and product improvement, including defining the tiered support system and escalation pathways within the organization• Acted as a point of escalation for customers – providing quick resolution and internal feedback regarding their problems• Helped build and implement performance standards, quality metrics, and training programs
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Client Support Team LeadZenefits Jan 2015 - Mar 2015San Francisco, California, Us• Helped scale the growth of the customer support organization in Arizona to over 50+ employees• Responsible for developing and maintaining quality metrics across all areas of the support organization• Acted as product expert liaison amongst all areas of the product (insurance, HR, and payroll)• Responsible for the leading training program in Arizona
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Client Support SpecialistZenefits Jun 2014 - Jan 2015San Francisco, California, Us• Provided email and phone support to clients, focusing on maintaining excellent client experience for all channels • Specialized in health benefits, FSAs, HSAs, HRAs, and commuter benefits• Worked cross-functionally with product and engineering to help improve the customer experience• Responsible for company wide trainings on health insurance
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Office Services Assistant/Communications CoordinatorArlengroup Dec 2013 - Jun 2014Us -
Patient Care CoordinatorHelp Pain Medical Network And Practice Management May 2013 - Dec 2013- Manage the referral, authorization, and scheduling process for a case load of patients- Coordinate patient appointments for pain management treatment- Verify insurance authorization- Schedule patient appointments- Answer patient questions and provide pre-appointment instructions- Coordinate patient lodging, transportation, procedures, and other needs- Resolve administrative issues to optimize patient care experience- Serve as a customer service liaison to internal and external customers (interdisciplinary clinical team, referrers, patients, adjusters and other parties as needed)- Triage and escalate administrative and clinical issues- Provide administrative information to facilitate a well-coordinated treatment plan; provide real-time updates as needed
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Provider Relations Sales RepresentativeHelp Pain Medical Network And Practice Management Mar 2013 - May 2013- Make daily visits to identified key referral sources.- Educates providers and their office staff about available HELP services and referral support.- Provide educational brochures and pamphlets to provider sites.- Responds to phone, email, and in-person inquiries in a timely manner.- Assist marketing and sales team in campaigns.
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Executive AssistantApptus Jan 2013 - Mar 2013Lund, Se- Effectively manage and prioritize the CEO’s time and calendar, acting as the main source of communication between the CEO, clients, and employees.- Schedule, plan, and coordinate events and meetings onsite and offsite.- Schedule interviews with the CEO and President, including preparation of conference room and materials.- Ensure meeting attendees have appropriate information, including map and directions. -
Occupational Therapy AssistantAthlone School For The Blind Sep 2012 - Nov 2012- Assist the Occupational Therapists in treatments with students, office tasks, and projects.- Create and performed lesson plans for students in the pre-primary classes.- Help teach students braille.
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Administrative AssistantMohler, Nixon & Williams Jul 2011 - Aug 2012Campbell, Ca, Us- Coordinate partner and staff schedules for client meetings. - Assist audit managers with billing, running budget reports, marketing and research projects, and any special tasks.- Prepare agendas and take minutes for Audit Manager meetings.- Manage the yearly file extension process.- Assist in the administrative department with the process of creating, cleaning, and completing financial statements.- Assist with the scheduler in booking all of the client jobs in Relius, running availability reports, supervising audit staff resources, and resolve any conflicts with the schedule.- Implement and manage Sharefile software system for audit staff and clients.- Book travel arrangements for audit department, including flights, hotels, and restaurants. -
Administrative AssistantUniversity Of Oregon Mar 2008 - Mar 2011Eugene, Or, Us- Manage front desk, answer phone calls, and attend to walk-in customers.- Manage communication process with other university offices for deliveries and distributions of documents and resources.- Administer proposal input and grant processes.- General office assistance in the areas of electronic and manual filing, recycling, and office space organization.- Student Employee of the Year Award 2010 and 2011. -
Human Resources AssistantValley Christian High School Jun 2008 - Sep 2008Us- Office specialist responsible for general office assistance, answering phones, directing customers to specific services, and providing information about open job qualifications.- Responsible for creating, customizing, and introducing orientation packets to new teachers, staff, and faculty.- Manage yearly renewal contract process for teachers and faculty.- Facilitate the background checks and fingerprinting process for new teachers and staff. -
ReceptionistKrause Family Chiropractic Dec 2006 - Dec 2007- Provide general office assistance including scheduling appointments, tracking patient’s payments, insurance submissions, filing, and performing new patient orientations.- Pull medical files for patients, escort them to therapy rooms and ensure their comfort; provide heat/ice as appropriate.- Prepare PowerPoint presentations on various topics: New Patient Orientation, Auto Accidents, Back/Neck Problems.
Laura Watts Skills
Laura Watts Education Details
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University Of OregonMinor Business Administration -
Archbishop Mitty
Frequently Asked Questions about Laura Watts
What company does Laura Watts work for?
Laura Watts works for Shepherd
What is Laura Watts's role at the current company?
Laura Watts's current role is Customer Experience @ Shepherd.
What is Laura Watts's email address?
Laura Watts's email address is la****@****ail.com
What is Laura Watts's direct phone number?
Laura Watts's direct phone number is +140850*****
What schools did Laura Watts attend?
Laura Watts attended University Of Oregon, Archbishop Mitty.
What skills is Laura Watts known for?
Laura Watts has skills like Management, Leadership, Health Insurance, Customer Support, Customer Experience, Communication, Microsoft Office, Customer Service, Powerpoint, Microsoft Excel, Sales, Salesforce.com.
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