Lauren W. Email & Phone Number

• Partnered with the Talent Operations team to implement the company’s first learning management system
• Processed unemployment claims and verifications of employment
• Finalized new hire I-9s and onboarding steps; Verified employment eligibility for new hires via E-verify
• Collaborated with necessary stakeholders to implement Workday as the company’s new HRIS system
• Worked with senior level management to systematically process compensation changes, bonuses, and promotions

• Actively build strong relationships with customers and gain an understanding of their business, service needs, drivers and desires, amongst others through regular customer visits
• Maintained full ownership of escalated cases from start to finish, resulting in timely resolutions while also consistently maintaining a satisfaction rate above 90%
• Analyzes metrics as they relate to customer satisfaction, in order to collaborate with management as well as employees, to identify trends within the business

• Designed and facilitated activities designed to improve customer satisfaction and business performance
• Facilitated advanced troubleshooting for complex product issues, and built rapport with customers in order to align withthe company’s goals and objectives
• Mentored and provided assistance to other technical support advisors and advisors from non-technical departments

• Effectively held a lead role in a fast-paced Apple Retail Store, and was responsible for overseeing the operations of Apple’s repair technicians
• Consistently ensured that all operational metrics were met, as they pertained to in-store facilitated repairs
• Utilized operational knowledge and people management skills in order to ensure all repairs were completed by techniciansin a timely manner, resulting in an increase in customer satisfaction
• Planned, supervised and delivered training material to new hires monthly

Bachelor Of Arts - Ba, Psychology

Master Of Science - Ms, Industrial And Organizational Psychology