Lauren Garrett
Charlotte,NC
Summary
Results-driven Account Manager with a track record of enhancing client relationships and driving revenue growth. Expertise in problem-solving, negotiation, and communication has led to improved operational processes, boosting efficiency and customer satisfaction. Proven ability to lead teams towards achieving strategic goals while maintaining a strong focus on profitability. Career aspirations include further advancing organizational success through innovative account management strategies.
Overview
7
7
years of professional experience
Work History
Senior II Account Manager
FlexCare Medical Staffing
Charlotte, NC
07.2022 - 09.2024
- Drove a significant rise in account expansion by achieving a 130% growth from the previous year, raising market share by 60%.
- Acted as a key liaison between healthcare facilities and internal recruitment teams to address urgent staffing needs by screening and matching qualified candidates to open roles.
- Addressed program issues promptly, leveraging escalation protocols to satisfy client and resource expectations.
- Managed relationships with nationwide VMS systems and MSP partners, ensuring alignment with client objectives.
- Conducted biweekly client cadence calls to provide market insights, rate discussions, and job order forecasting, improving client engagement, and strategic alignment.
- Partnered with Payroll, HR, Business Development, Operations, and Executive Leadership teams to optimize processes and ensure client satisfaction.
- Leveraged Salesforce and email marketing campaigns to source candidates for healthcare staffing needs.
Operations and Sales Manager
Hand and Stone
Charlotte, NC
11.2020 - 06.2022
- Directed recruitment efforts, onboarding over 25 team members, ensuring compliance with brand standards, and fostering a productive work environment.
- Analyzed performance metrics using Qlik, driving a 30% boost in employee productivity, and achieving significant growth in gross sales, client conversion rates, and average service values.
- Utilized tools like Service Management Group and Zenoti Spa Software to assess customer satisfaction and employee performance, identifying actionable insights to improve service quality and retention.
- Conducted monthly operational analyses to identify growth opportunities, implementing strategies that enhanced efficiency and profitability.
- Achieved a net gain of 1,000 active members within a year, driving an additional $250,000 in revenue through strategic growth initiatives.
- Partnered with franchise owners to develop tailored marketing campaigns, successfully increasing sales and customer engagement.
- Oversaw inventory control for 800+ product lines, optimizing stock levels, and minimizing discrepancies to support operational efficiency.
- Conducted quarterly on-site evaluations to ensure compliance, identify growth opportunities, and drive operational excellence across locations.
- Designed and implemented quarterly and annual revenue goals, aligning targets with business objectives to drive sustainable growth.
- Delivered training to franchise owners and associates, enhancing customer service through effective script execution, and optimized use of spa software systems and operational procedures.
Franchise Consultant
Hand and Stone
03.2018 - 11.2020
- Implemented and managed a strategic phone check-in schedule across 10 regional locations to maintain consistent communication and support.
- Researched, analyzed, and executed Franchise Quarterly Evaluations (FQE), delivering comprehensive insights during quarterly on-site visits to optimize operational performance.
- Performed detailed onsite walkthroughs and employee verification checks during FQE visits, ensuring full compliance with brand standards and operational protocols.
- Designed and implemented revenue budgets and growth strategies for each spa, setting realistic quarterly and annual revenue goals that aligned with corporate objectives.
- Provided hands-on coaching to franchise owners and staff to enhance customer service, focusing on script adherence, efficient use of spa software, and streamlined operational procedures.
Chiropractic Assistant
Upstate Spine and Sport
07.2019 - 03.2020
- Recorded updates on patient progress and managed medical histories in ChiroTouch, based on care given.
- Conducted patient therapies with a focus on functional mobility, neuromuscular stabilization, and muscle strengthening exercises.
- Assisted more than 50 patients daily with inquiries, superbills, and payments.
- Facilitated patient communication, providing education on treatment plans.
- Assisted with marketing efforts, including social media management and event planning.
- Determined patients' insurance coverage by notifying carriers and submitted invoices after services had been performed.
Education
Bachelor of Science - Biology
Jacksonville University
05.2018
Accomplishments
- Top Account Manager for Hours Booked – Q2, Q3, and Q4 2023, and Q2 2024
- Account Manager of the Month Award, awarded twice for outstanding performance
- Impact Player Award, 2023 – Recognized for exceptional contributions to company goals
- Collaboration Champion Award – Recognized by Managed Service Provider (MSP) partners for fostering strong partnerships and collaboration
References
References available upon request.
Timeline
Senior II Account Manager
FlexCare Medical Staffing
07.2022 - 09.2024
Operations and Sales Manager
Hand and Stone
11.2020 - 06.2022
Chiropractic Assistant
Upstate Spine and Sport
07.2019 - 03.2020
Franchise Consultant
Hand and Stone
03.2018 - 11.2020
Bachelor of Science - Biology
Jacksonville University
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