Summary
Overview
Work History
Education
Skills
Timeline
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Lauren Harris

Fort Myers

Summary

Diligent Customer Support Manager with proven record of enhancing customer satisfaction and streamlining support processes. Managed team to deliver consistent, high-quality service and resolve customer issues efficiently. Demonstrated ability in team leadership and problem-solving.

Overview

10
10
years of professional experience

Work History

Customer Support Manager

Seakeeper Ride
05.2022 - Current
  • Developed processes and procedures for a newly created Support and Sales department
  • Lead the OEMs, dealers and distributors onboarding process for new customer accounts for both domestic and international customers
  • Ensured each step in the order entry to fulfillment process is completed thoroughly, accurately, and timely (within 24 hours)
  • Responded to email inquiries submitted to the department in a rapid and professional manner, always within 24 hours or less
  • Received and input sales orders into the ERP system (NetSuite), ensuring pricing agrees to the contracted rates and orders are slotted based on customer request and availability
  • Answered technical and product related questions about the product via email and phone, including installation system troubleshooting
  • Collaborated with customers and finance department to ensure account requirements are met to avoid shipping delays
  • Managed the process for return authorizations
  • Sent invoices and shipment tracking
  • Gathered information from customers to create, process, and close out warranty claims
  • Often working with field technical reps
  • Organized and maintained department travel calendar
  • Worked directly with business systems to create new functionality in NetSuite
  • Ferocious attention to detail with the ability to sort through data to identify and understand the root causes of any discrepancies
  • Lead onboarding and training of new hires and distribution of workload between team members
  • Oversaw the department’s customer outreach and being a resource when customer support needs to be escalated
  • Implemented a new call center software, Contivio, to various departments within Seakeeper

Client Success Manager

Accesso
08.2021 - 05.2022
  • Managed projects for both new clients and continued development of existing clients; leading the technical, client and project activities in a prioritized and pro-active manner
  • Contributed to the overall accesso growth and profitability by working with clients to subscribe to additional service opportunities, general higher utilization of existing services and support continued renewal contracts
  • Performed testing on new software releases
  • Provided overall account management, including billing, oversight, contract addendums and tracking technical projects
  • Quoted and tracked all billable project work
  • Managed client support notifications requests and service desk tickets
  • Ran and verifying client specific reports and filter results with a high attention to detail
  • Continual evaluation of processes and procedures

Senior Regional Operations Manager

Leisure Pass Group
03.2015 - 10.2020
  • Day-to-day business operations contact for US attraction partners; relationship building, account management, reconciliation, troubleshooting home-grown scanning systems
  • Maintained and developed relationships with attraction partners to include training, communications, support documentation, customer service, issue resolution
  • Interacted with a cross-functional team of developers, analysts, marketers, designers, and sales managers in support of delivering high-revenue generating products
  • Monitored networks (pass scanning systems) by markets to ensure consistent service
  • Managed inventory of the sales and voucher redemption location
  • Worked closely with the inventory warehouse to advise when new inventory needed to be printed
  • Processed sales contracts, maintained/updated the CRM (Salesforce), notified all departments of product changes, field incidents and new product launches
  • Monitored consumer and client research to ensure we were solving problems/exceeding expectations
  • Streamlined operational procedures for optimal efficiency
  • Conducted in-field operational and sales training
  • Launched emerging markets, DC, San Antonio, New Orleans
  • Tested and deployed Go City Hub IOS and Android apps
  • Steered DEV team by providing Ops requirements and partner needs for new pass management system
  • Analyzed, monitored, and regularly met KPIs across US markets
  • Onboarding of new operations team members and regional directors
  • Awarded LPG MVP in December 2019

Education

Bachelor of Arts - Communications

Columbia College Chicago
Chicago

No Degree - Professional Mariners Training

Chapman School of Seamanship
Stuart, Florida

Skills

  • Empathy and patience
  • Client relationship building
  • Customer relations
  • Training and mentoring
  • Team building
  • Call center management
  • Schedule management
  • Staff scheduling
  • CRM software expertise
  • Account management
  • Proficient in Microsoft Suite, Google Suite
  • Problem-solving
  • Time management
  • Attention to detail
  • Problem-solving abilities
  • Multitasking Abilities
  • Critical thinking
  • Organizational skills
  • Task prioritization
  • Self motivation
  • SLA management

Timeline

Customer Support Manager

Seakeeper Ride
05.2022 - Current

Client Success Manager

Accesso
08.2021 - 05.2022

Senior Regional Operations Manager

Leisure Pass Group
03.2015 - 10.2020

Bachelor of Arts - Communications

Columbia College Chicago

No Degree - Professional Mariners Training

Chapman School of Seamanship

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Lauren Harris