Lauren Hollaender
Phoenix,AZ
Summary
Results-driven customer support professional with experience onboarding and managing clients, optimizing support operations, and delivering high-touch service. Skilled in client onboarding, book of business management, stakeholder engagement, and consultative support. Proven ability to drive retention and operational efficiency in fast-paced, high-growth environments.
Overview
7
7
years of professional experience
Work History
Elite Restaurant Support Manager
Yelp
01.2025 - Current
- Monitored support ticket queues and managed case prioritization to ensure timely resolution and maintain high customer satisfaction
- Collaborated cross-functionally with operations, multi-location teams, and sales to manage escalations and resolve complex technical and financial issues, directly supporting customer retention and loyalty
- Hand-picked to spearhead Yelp Host onboarding during product launch, supporting onboarding execution and launch-phase process improvements
- Implemented SOP improvements and operational best practices across daily support workflows, driving process optimization, efficiency and improved client experience
- Mentored and developed more than 5 new hires through structured training, ongoing coaching, and actionable feedback to support professional growth and team performance
- Delivered high-touch customer service, consistently exceeding KPIs by leveraging strong verbal and written communication to build rapport and long-term client relationships
Onboarding Restaurant Success Manager -RS Exchange
Yelp
05.2025 - 09.2025
- Selected for a 5-month internal exchange program, consistently meeting and exceeding performance KPIs in a fast-paced, high-growth environment
- Managed a 3-month book of business by independently creating and maintaining an Excel-based tracking system to organize accounts, monitor progress, and prioritize tasks by urgency
- Onboarded new restaurant partners to Y4R Suite: Guest Manager, Connect, Ads/UP, guiding customers through a structured onboarding process focused on product adoption and value
- Delivered consultative onboarding support through training, troubleshooting, and tailored recommendations aligned to restaurant goals and operational needs
- Built strong relationships with Owners, General Managers, and Hosts, adapting communication style to effectively manage multiple stakeholders
- Partnered closely with Sales to ensure smooth customer handoffs and continuity throughout onboarding and early retention stages
Senior Restaurant Support Manager II
Yelp
01.2024 - 01.2025
Senior Restaurant Support Manager
Yelp
01.2023 - 01.2024
Restaurant Support Manager
Yelp
01.2022 - 01.2023
Associate Restaurant Support Manager
Yelp
02.2021 - 01.2022
Front Desk Guest Service Agent
Kimpton Hotels & Restaurants
05.2019 - 02.2021
- Led front desk operations and served as a Manager on Duty as needed, overseeing daily activities, resolving escalated guest issues, and ensuring operational efficiency and service excellence
- Delivered solution-oriented guest support across email, phone and in-person channels, effectively addressing concerns and reinforcing brand loyalty
- Produced daily operational reports, including guest volume, revenue, expenses, and food and beverage usage, contributing to informed decision-making and positive guest outcomes
- Contributed to sales efforts by promoting available upgrades or add-on services when appropriate, increasing revenue through upselling opportunities.
Education
Bachelor of Science - Communication
Arizona State University
Tempe, AZ12-2018
Skills
Customer Retention
Client Onboarding
Book of Business Management
Objection Handling
Mentoring & Coaching
Salesforce Proficiency
Google Suite
Timeline
Onboarding Restaurant Success Manager -RS Exchange
Yelp
05.2025 - 09.2025
Elite Restaurant Support Manager
Yelp
01.2025 - Current
Senior Restaurant Support Manager II
Yelp
01.2024 - 01.2025
Senior Restaurant Support Manager
Yelp
01.2023 - 01.2024
Restaurant Support Manager
Yelp
01.2022 - 01.2023
Associate Restaurant Support Manager
Yelp
02.2021 - 01.2022
Front Desk Guest Service Agent
Kimpton Hotels & Restaurants
05.2019 - 02.2021
Bachelor of Science - Communication
Arizona State University