Lauren Hennes Email & Phone Number

Delray Beach, Florida, United States

● Leads internal marketing operations team of 4, including Quality Assurance team, to institute processes with defined KPIs to drive company goals. ● Successfully support and drive 3x revenue growth and 2x customer base while simultaneously downsizing workforce by 30%, initiating & completing multiple process improvements to reduce waste, increase productivity,● Manage multinational team to complete companywide initiatives including custom development of technical, strategic, and marketing SalesForce Marketing Cloud functionalities. Ensure the designs align with industry best practices and effectively merge stakeholder demands. ● Launched PayPal as an alternate payment source and added 2 additional Merchant ID Payment Processors - from contract negotiations through website implementation.● Identify needs, priorities, risks of all projects and product launches to evaluate for execution based on ROI and CBA, resource allocation and risk mitigation. Develop roadmaps and project plans for approved projects. ● Successfully launched 2 new brands and suite of products including planning, budget, logo and branding, payment processing, marketing and branding strategy, pricing and market strategy, customer communications and social media presence

● Deployed SOP for new product launches and folds that has been successfully utilized in over 50 products to date. ● Upgraded and migrated Jira ticketing system and server. Customized and automated Jira for each department. Implemented numerous processes and standardizations that are now formal company process. ● Served as SME for SMS/shortcode application process. Coordinated a custom platform to launch 3 business functions for 15+ shortcodes. ● Facilitated communications and liaised between internal departments to prioritize and provide task management strategies, resource allocation, deliverable/milestone definition, planning and execution of company initiatives. ● Developed business relationships with vendors and contractors to manage contracted services and saved company over $2 million. ● Designed and executed strategic operational plans for each brand to promote product sales and campaign strategy. ● Proactively worked with internal departments to identify ways to prevent/mitigate errors, standardize workflows, increase operational efficiencies, and increase customer retention and satisfaction.

● Manage 75+ contractual accounts with escalations, contractual inquiries, ensure contractual compliance, and promote renewal● Act as liaison between internal departments to facilitate fiber installation, property cleanups, specialized marketing, and company initiatives● Develop business relationships with decision makers within apartment complexes, HOAs and other shared communities to promote Comcast products, services, and bulk agreements● Design and execute targeted marketing plans for each community to promote product penetration and conduct educational, informational, demonstrational and sales events● Results: Linked to Leadership 2019, multiple Elite award winner, implemented numerous processes deployed across CAR team, liaison for CAR team to other departments, Ambassador for Internet Essentials, Project Lead Comcast Cares Day and United Way

● Designed, pitched, and launched a retention department for the company which included: design, creation, and implementation of all protocols, policies and procedures, scripts, templates, reporting etc.● Designed an all-inclusive tracking program to identify which issues were causing refunds, agents responsible, amounts, account lifespan, and used this information to work with other departments to reduce the company’s refund and chargeback rates.● Schedule, train, and supervise the agents, ensuring compliance with company policies and ensuring the customers are treated with the highest quality of service.● Results: Program saved company over 1 million dollars in the first year.

● Marketing and advertising the Seagate Properties and the function spaces to all prospective and current clients● Design, create, maintain, and organize all documentation: event agreements, BEO’s (banquet event orders), menus, function space diagrams, event schedules, etc. ● Communicate with all companies involved with event/function enlisted by the Seagate properties and ensure correct ordering, delivery, set-up, breakdown & pick-up for all functions. ● Results: Expanded catering department to include corporate accounts and dramatically increased event bookings

● Designed and executed marketing plan and growth strategy for the company including strategy and processes for treatment facilities, clients, and client families● Designed and maintained all marketing media i.e. brochures, ads, website, etc., managed all accounts and contracts, and managed budget for the company- reporting and trend analysis● Results: Grew company over 300%

Master Of Business Administration - Mba, Process Improvement And Project Management, 4.0

Bachelor'S Degree, Health/Health Care Administration/Management

Dvm, Animal Sciences