Lauren Crosby

• Led the successful implementation of a training initiative, cutting the onboarding time by 30% and boosting consultant retention by 25%, fostering a more efficient and engaged workforce.
• Extracted actionable insights from KPI data, contributing to a 25% increase in customer retention, driving revenue gains and strengthening customer relationships.
• Led the drive for new technology adoption across departments, leading to a 15% enhancement in operational efficiency, streamlining processes and reducing operational costs.
• Engineered and executed efficient, scalable processes for project workflows, slashing project timelines by 40% and elevating customer satisfaction, driving cost-effective operations and enhanced client experiences.

• Ensured the successful resolution of complex client issues, attaining a 95% customer satisfaction rate
• Directed the prioritization of client issues, enhancements, and initiatives, leading to a 30% decrease in average resolution time
• Delivered monthly progress and risk reports to both internal and external stakeholders, ensuring transparency and accountability
• Recognized and championed the adoption of new features, services, and strategies within client accounts, contributing to a 20% increase in account growth opportunities
• Forecasted and addressed risks to customer success, culminating in a 50% decrease in customer concerns and a 25% increase in overall success metrics

• Cultivated vital client relationships, driving a 20% boost in account longevity and a 15% surge in annual revenue with tailored solutions
• Formulated targeted guidance based on meticulous account analysis, leading to an increase in average transaction size and referral rates
• Showcased deep product understanding, driving a 25% increase in average transaction value and a 20% boost in upsell revenue
• Exemplified exceptional leadership, consistently leading in NPS, response time, and cases closed for 6 consecutive months

• Designed and implemented a comprehensive training program resulting in a 20% reduction in errors and a significant improvement in client interaction
• Successfully managed risk for a client base of 100+, achieving a remarkable 90% customer retention rate while maintaining strategies based on a NPS score above 9
• Handled and resolved 90% of critical client issues during hyper care, contributing to the establishment of long-term client metrics to drive growth trust and satisfaction
• Exceeded sales targets by 150% within 7 months, leading the department in volume, NPS, and upsells, earning recognition through 6 achievement and sales awards

• Built and maintained relationships with and oversee State of Texas accounts
• Create & process statements
• Distribute invoices
• Distributed invoices for direct billing accounts & collected payment
• Audited invoices
• Resolved any payment issues for account
• Booked reservations
• Cleared up all outstanding balances on assigned accounts Assigned 40 new accounts after two months - 300 total