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