Lauren Jafry

Scope: Results driven professional with proven track record in SaaS startup, offering a unique blend of skills in Customer Success, Project Management, Product Development, and Sales.

Snapshot: Contributed to the development of the Oasis product software while at Global Basecamps by assisting the lead developer/CEO. Provided essential feedback on software architecture and testing processes to enhance product structure and product quality. Transitioned to Oasis In 2021 as Head of Customer Success, in addition to leading efforts in project management and sales, necessary for fast paced bootstrap SaaS startup.

Customer Success

• Effectively supervised a portfolio of 400 accounts, demonstrating exceptional management skills and achieving a commendable churn rate below 2%.
• Established and implemented a new framework for the Onboarding process, which involved enhancements to the Onboarding checklist, Kick Off call, and the introduction/explanation of available resources. Conducted personalized 1-on-1 Q&A training sessions. Streamlined the existing process, resulting in a reduction of client onboarding delays, thereby optimizing the efficiency of the team's time and resources.
• Spearheaded the creation of comprehensive knowledge base articles and university videos, offering clear guidance on the implementation of new features and offerings. Additionally, enhanced existing articles to improve clarity in the utilization of established features.
• Conducted a thorough software audit with a focus on maximizing user experience.; Implemented tooltips where deemed lacking and essential, enhancing the user interface by providing informative and contextually relevant guidance. Reduced customer support questions by 20%.
• Performed rigorous software testing with a user-centric approach, meticulously considering end user's needs. Delivered a detailed and organized evaluation to the development team, identifying technical bugs, highlighting areas for improvement, and providing constructive feedback for further development. Ensured that the end goal was aligned with maximizing the overall end user experience.

Project Management & Development

• Facilitated communication between development teams and clients, serving as a crucial liaison for custom product feature requests, design configuration, and reporting.
  ▪ Managed project timelines, resources, and budgets, consistently delivering projects under 10% budget and 5 days ahead of schedule.
  ▪ Effectively trained and supervised a team of outsourced offshore professionals to successfully execute client projects including building robust product and image libraries within the platform.
  ▪ Recognized opportunities for innovative features, collaborated seamlessly with the development team, and played a pivotal role in the introduction of new functionalities. Executed comprehensive communication strategies, including video production, newsletter creation, and one-on-one training sessions with customers to successfully unveil and educate these new features leading to higher customer retention and increasing sales by 5%.

Sales

• Restructured and implemented new approach to product demo for potential clients increasing close rate by 10%.
• Regularly presented product features and benefits to potential clients, translating technical details into customer value and contributing to close rate of 5% percent.
• Lead Generation - Used extensive industry knowledge to identify new sales channels and drive growth by 5%.

Scope: Operational and sourcing leader for a leading specialized tour operator that provided unique access to high-end, exotic destinations worldwide. Led the team providing unprecedented planning and extraordinary service for high net worth clients seeking the perfect journey while ensuring a positive impact on the environment, culture and economy at their destination. Managed 6 direct reports.

Snapshot: Joined the company as an intern and rose to become the Operations Manager of the organization, running the company day to day. Contributed to company annual growth from 500,000 to 5 million over the course of 7 years. Began in sales and quickly was given additional responsibilities including operations, sourcing, product development, team management, and customer care.,

Operational Leadership

• Managed pre/post sale pipelines for a team of 6 sales agents in a fast-paced environment, increased sales by 10% on a year over year basis.
• Led the customer experience team ensuring repeat business for the company; clients increased bookings to 3 trips with the company over a 5 year period.
• Facilitated the development and management of products and content featured on the website.
• Developed and led all new employee training including the Sales and Operations team; average tenure of employees was 4.5 years.
• Reduced costs by 5% by conducting post-sales assessment of all booked trips.

Sourcing and Vendor Management

• Managed 70 international DMC /Inbound Tour Operator suppliers across 40+ countries around the globe.
• Developed new products and itineraries to which helped grow the business by 10%.
• Conducted over 18 field visits worldwide (i.e. Japan, Cambodia, Laos, Vietnam, Myanmar, Thailand, Indonesia, Tanzania, and Peru) to ensure company clients received a best-in-class experience during their trip. Field visits, included full assessment of product offering (hotel inspections, guide evaluation, destination experience).

Sustainability Leadership

• Developed and led the Cambodia Clean Water Initiative which provided clean water to Kampong Khleang village where clean water was not otherwise available. Over 100 clean water filters were distributed to schools and individual families during my oversight of the project.