Laura Harpool
Summary
Customer Experience & Marketing Analytics Professional with 7+ years of experience leading support operations, vendor management, and consumer experience strategy. Skilled in data-driven decision making, process optimization, and customer care analytics. Adept at building scalable support programs, partnering cross-functionally with marketing teams, and leveraging tools to drive customer satisfaction and revenue growth.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Head, Consumer Experience and CS Vendor Management
Trusted Media Brands and Jukin Media
06.2021 - 05.2024
- Designed and implemented SOPs and call center scripts that standardized processes across international vendor sites, improving quality consistency and reducing escalations.
- Strengthened vendor partnerships through proactive communication and rapid issue resolution, driving improved service delivery.
- Managed supply chain and fulfillment workflows for customer experience, ensuring accurate mailings, efficient shipping/returns, and on-time vendor-processed shipments.
- Partnered with marketing and fulfillment teams to develop and execute upsell strategies, contributing to incremental revenue growth.
- Oversaw budgets, invoices, and contact forecasting, ensuring cost-effectiveness while maximizing revenue streams from upsell programs.
- Conducted process audits to identify pain points and authored clear documentation for solutions and new SOPs, streamlining workflows.
- Owned the end-to-end digital consumer experience for all web stores, ensuring seamless functionality and high customer satisfaction.
- Resolved high-level escalations (Attorney General, BBB, and customer disputes) with professionalism and compliance.
- Directed all customer care operations during six U.S. magazine shutdowns and Canadian market exit, ensuring smooth transitions across websites, stores, phone systems, and communications.
Customer Support Manager
Raven Scanners and Cloud
02.2021 - 06.2021
- Established the company’s first customer support function, building processes, coaching staff, and creating the Help Center from the ground up.
- Developed quality grading systems, onboarding processes, and HR policy updates to ensure clarity, consistency, and scalability.
- Delivered KPI-driven coaching to technical support agents, improving productivity and customer satisfaction scores.
- Acted as subject matter expert for technical support across scanner, desktop, and cloud applications.
- Collaborated with product development teams to resolve bugs and technical issues, using analytics, customer feedback, and troubleshooting data.
- Reduced repeat tickets and escalations by introducing streamlined documentation and training.
- Monitored workforce management, including timecards, PTO, and performance accountability.
Team Lead
Postmates, Inc
05.2018 - 02.2021
- Piloted and scaled two departments (Live Order Support; Accounts & Tech), creating workflows that reduced process gaps and improved SLA compliance.
- Tracked and achieved KPIs across multiple LOBs by leveraging Zendesk, Tymeshift, Maestro, UJet, Slack, and Google Suite.
- Conducted weekly coaching and performance reviews for teams of 8–26 agents, improving KPI attainment by measurable percentages.
- Oversaw real-time workforce monitoring to optimize SLA compliance and agent productivity.
- Partnered with cross-functional leaders to streamline interdepartmental workflows and achieve collective business goals.
- Directed HR processes including interviewing, onboarding, training classes (30+ participants), nesting programs, and disciplinary actions.
- Improved training and transition programs, ensuring new hires achieved productivity benchmarks within 2–3 weeks.
Education
MBA - Strategic Marketing Analytics
Middle Tennessee State University
Murfreesboro, TN05-2026
Masters of Theological Studies - Religion And The Arts in Contemporary Culture
Vanderbilt University
Nashville, TNBachelor of Arts - Religion, History
Hendrix College
Conway, ARSkills
- Customer Experience Platforms: Zendesk, UJet, Maestro, Shopify, Shoppable, Tymeshift
- Analytics & Reporting: Oracle Global Analytics, Google Suite, Microsoft Suite (Excel), Tableau
- Project & Workflow Tools: Slack, TradeGecko, Checkr, iCare, VEVA, ProjectLibre
- Core Competencies: Process improvement, data analysis, customer insights, conflict resolution, vendor management, training program development and implementation, onboarding, KPI measurement
Accomplishments
- Built the entire Customer Support Department for Raven Scanners from the ground up.
- Piloted two new teams (Live Order Support; Accounts & Tech) at Postmates, creating workflows that became company standards.
- Directed all consumer experience operations for Trusted Media Brands during multiple U.S. and Canadian market exits, ensuring smooth shutdowns across websites, stores, phone systems, and vendor partnerships.
Certification
- Cornell Product Management 360 Certification (six courses shy of completion)
Timeline
Head, Consumer Experience and CS Vendor Management
Trusted Media Brands and Jukin Media
06.2021 - 05.2024
Customer Support Manager
Raven Scanners and Cloud
02.2021 - 06.2021
Team Lead
Postmates, Inc
05.2018 - 02.2021
MBA - Strategic Marketing Analytics
Middle Tennessee State University
Masters of Theological Studies - Religion And The Arts in Contemporary Culture
Vanderbilt University
Bachelor of Arts - Religion, History
Hendrix College
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