Lauren Hansen Email & Phone Number

Denver, Co, Us

Denver, Colorado, United States

Responsible for leading the day-to-day success and operational strategy for the Corporate Care LOB, various Diner company initiatives and emerging customer projects. Understands the elements needed to drive sustained efficiency while identifying and recommending improvements that move the business ahead. Drives results, as defined by the business owners, that improve the customer experience and consider cost for our Care department.

Denver, Colorado, United States

In addition to Team Lead duties:• Creates workflows & SOPs and ensures team goals and initiatives (SLAs, KPIs, etc) are being met by various means (ensuring team has proper information / tools, running reports to assess health of team processes, etc) • Works cross functionally to create and refine processes for effective management of work shared between teams / departments. Constantly improves this by gathering information and constantly learning about our product and how other teams function. • Uses data to understand how well the team is running on a daily, weekly, monthly basis. Makes suggestions/ changes to data capture methods. Runs regular QA on team processes and implements improvements based on new data or the needs of reps or clients. • Second point of escalation for the team (first for team lead)• Identifies Product Roadmap opportunities• Spots trends via data and assigns further assessment out to Sr. CR reps and works with them to craft a long term strategy to resolve. • Meets with each team member bi weekly to address questions and provide feedback, mentorship, coaching & development. Motivates & empowers direct reports to handle daily job • Helps to guide team culture around the pillars of development, solutions, and customer satisfaction• Assisted with move from Corporate department to Care department, including introducing team to new systems, creating new KPIs and SOPs that align with the department, and upkeeping morale as roles shifted,

Denver, Colorado, United States

• Monitors daily team workflows and is integral to ensuring SLAs are being met by the team• Creates and maintains reference documentation• Answers questions and clarifies information for the team, making certain Associates have access to relevant information to fulfill their duties• When possible, removes obstacles and escalates appropriately to the manager• Works within the team and cross-functionally to refine processes for effective management of team duties. Always looking for opportunities to streamline work• Highlights trends to manager/ senior manager by surfacing anecdotal information. Works with Senior CR associates to craft a long term strategy to address those recurring themes• Ensures team's technical and process knowledge is up to date, which includes monitoring the queue for areas of confusion, answering team questions, and hosting weekly team meetings with reminders and updates• Interviewing and talent acquisition responsibilities, including choosing interview candidates based on resumes and producing relevant interview questions• Crafts and manages training strategy for new hires• Works with Enablement, CSM and Sales teams to ensure new features / product enhancements are documented in the wiki• Conducts biweekly one on one meetings with Associates and offers coaching; works with Manager on team development• Provides a safe space for team members to bring up issues, air grievances, and connect with each other• Manages the Client Relations Fun Crew and provides support to crew members as they plan and execute extracurricular team activities

Baltimore, Maryland, United States

• Responsible for all client reporting; created a document to outline when reports were due to provide visibility to management• Used high-level excel functions to create reports based on client needs; documented all reporting procedures and created clear instructions for each report process• Spearheaded and created content for the first Seamless Client Relations wiki, which details all aspects of the Grubhub corporate platform and Client Relations processes• Thoroughly reviewed 100+ applications for Corporate Client Relations Associate position• Co-conducted 45 - 60 minute interviews of potential candidates via in-person and phone interviews alongside Client Relations Manager• Created a cross-departmental training schedule for new team members• Trained new team members on entire span of Grubhub systems; created a cross-departmental training schedule, provided training on client interaction via phone and email; gave detailed feedback on progress

New York City Metropolitan Area

• Supervises Client Relations team members and day-to-day activity• Holds weekly one-on-one meetings with team members to address strengths and areas of improvement and offer feedback• Collaborates with other departmental leads to ensure processes run smoothly and to discuss areas of improvement• Coordinates frequent tastings to give Seamless catering partners the opportunity to showcase their food and promote their services to Corporate Sales Reps, Account Managers and Client Relations• Spearheaded and created content for the first Seamless Client Relations wiki, which details all aspects of the Seamless corporate platform and Client Relations processes• Thoroughly reviewed 100+ applications for Corporate Client Relations Associate position• Selected potential candidates from received applications and requested interviews with the Grubhub HR team• Co-conducted 45 - 60 minute interviews of potential candidates via in-person and phone interviews alongside Client Relations Manager• Selected two candidates for open Corporate Client Relations Associate roles based on relevant work experience, enthusiasm for the position and Grubhub, as well as compatibility with the current team. Was cleared to hire selected employees by Client Relations Manager and SVP of Corporate Seamless• Created a cross-departmental training schedule for new team members• Trained new team members on entire span of Grubhub systems (internal interface, back-end procedures, client account edits and updates)• Gave new team members detailed training on client interaction via phone and email. Provided exercises, scheduled shadowing with other team members and gave detailed feedback on progress• Instructed new team members on proper internal company communication and procedures• Collaborated with Corporate Migration Team to create Wiki of upcoming new Seamless JAVA corporate platform

New York City Metropolitan Area

• First point of contact for professionals in high-ranking legal, financial, tech and nonprofit positions• In-depth training of clients on using the corporate Seamless website• Troubleshooting website, computer, and technical issues over the phone• Part of a team with a highly efficient response time -- issues almost always solved in 24 hours or less• Made updates on the live site based on client requests• Frequent set up of new accounts using site tools• Compiled detailed financial reports for top clients to provide accurate data on their monthly spend and to alert that company of any potential abuse by employees • Organized tasting events with local caterers to increase their visibility with the Corporate Sales and Account Management team, which may lead to an increase in recommendations to corporate clients • Daily use of Salesforce•Effectively resolved technical issues on Grubhub website/app for corporate clients via high-volume phone and email correspondence (Five9 and Zendesk systems) while maintaining a calming and •Provided in-depth training and explanation of account features for clients •Recognized problems, gathered information, and sorted through complex client issues, collaborating with colleagues as necessary•Prioritized work and reacted quickly to resolve urgent issues•Promoted a positive team atmosphere and motivated teammates to excel

New York, New York

• Cold sales calls to potential new customers• Customer retention -- calls to current customers and attorneys who have been customers to re-sign up• 100-150 outbound calls per day• Daily CRM usage• Customer service (high volumes of inbound calls and emails)• Creating email campaigns using Clearslide and Gmail• Brought in over $100k in revenue between October 2012 and September 2013• Experience working with legal professionals and their staff

New York, Ny

• First point of contact for press inquiries, fan mail and partnering opportunities• Assistance at video shoots• Travel organization• Facebook management

Greater Minneapolis-St. Paul Area

• Created copy for newspaper and magazine ads, posters, mailings, e-newsletters and the Dakota website• Edited copy created by other employees to ensure accuracy and correct grammar usage, word choice, etc• Used internet search engines to intensively research interesting information on upcoming artists and featured menu items

Greater Minneapolis-St. Paul Area

• Managed the organization's revenue, expenses and bill payment using the Quickbooks accounting program• Provided assistance to NODA members with insightful answers to questions and extensive knowledge of the organization• Updated and maintained organization databases and website to ensure accurate information for members and coworkers• Conducted online research to decrease organization spending and learn more about possible organization partnerships• Assisted in editing and layout of the Journal of College Orientation and Transition

Greater Milwaukee Area

• Used personality and extensive product knowledge to help customers find the perfect products to suit their needs.• Honed teamwork skills to exceed sales goals and to provide a fun, spirited and informative shopping experience for customers• Assisted in planning in-store parties and events to boost employee morale and strengthen customer engagement.

Bachelor Of Arts, Communication And Media Studies

Communication Studies Focuses: Interpersonal Communication, Technical Communication Dean's List 2010, 2011, 2012

Bachelor Of Science (Bs), Communication Studies, 4.0

Studied for Fall semester 2011 through the National Student Exchange