Lauren K. Lawrence
Greensboro,NC
Summary
HR BPO People-first customer service and HR BPO leader with 30+ years of experience supporting high-volume, highly regulated service environments across HR, benefits, and financial services. Proven record of leading, coaching, and developing high-performing contact center teams to exceed service level, quality, compliance, and customer satisfaction KPIs. Recognized subject matter expert in escalation management, call quality programs, training delivery, and client partnership. Known for driving accountability, continuous improvement, and exceptional customer experience while maintaining strong compliance standards.
Overview
29
29
years of professional experience
Work History
Customer Care Team Manager
Alight Solutions
12.2018 - Current
- Lead and coach customer service teams supporting multiple high-volume HR and benefits BPO clients, ensuring consistent achievement of service level, quality, and customer satisfaction KPIs
- Drive performance through weekly call monitoring, side-by-side coaching, formal evaluations, and individualized development plans
- Manage key metrics including quality scores, average handle time, first call resolution, schedule adherence, and escalation reduction
- Serve as senior escalation point for complex customer and client issues, ensuring accurate, timely, and compliant resolution
- Partner closely with BPO Client Managers, Quality, Training, and Operations teams to align expectations and improve service delivery
- Analyze call quality data, survey feedback, and trend reporting to identify coaching opportunities, training gaps, and tool enhancements
- Facilitate Elite and client-specific training sessions to reinforce benefits knowledge, compliance requirements, and service excellence
- Conduct performance discussions, support PIPS, and collaborate with HR and vendor partners (including Randstad) on contractor performance and conversion recommendations
- Present data-driven insights during AE Contractor management meetings to support continuous improvement initiatives
- Foster a transparent, accountable team culture focused on ownership of customer outcomes
Customer Service Team Specialist
Alight Solutions
12.2017 - 12.2018
- Supported Customer Care Team Managers and Performance Improvement leaders in supervisory, quality, and coaching activities
- Served as day-to-day subject matter expert for client teams, providing guidance on benefits plans, policies, procedures, and systems
- Conducted silent monitoring, side-by-side coaching, and interaction evaluations within the Quality Management System
- Analyzed quality scores, customer feedback, and performance trends to identify skill gaps and reduce customer effort and escalations
- Delivered targeted coaching and follow-up support for associates on performance improvement plans
- Participated in quality calibrations to ensure scoring consistency and fairness across teams
- Played a key role in onboarding, training support, mentoring, and floor escalation coverage
- Served as acting Team Manager or Business Instructor as needed to support operational continuity
Senior Customer Care Specialist
Alight Solutions
08.2010 - 12.2017
- Provided expert support for Health & Welfare, Pension, Payroll, and 401(k) benefits administration
- Managed customer escalations and exception processing in compliance with client contracts and regulations
- Supported service improvement initiatives and client-specific projects focused on customer experience
- Developed and delivered training for new hires and tenured representatives
- Completed off-phone administrative work including records management, queue oversight, and benefits processing
- Maintained high customer satisfaction through deep plan knowledge and consistent service excellence
Business Instructor
Alight Solutions
08.2015 - 12.2016
- Served as a quality, coaching, and training subject matter expert supporting high-volume HR and benefits customer service teams during peak Annual Enrollment periods
- Conducted detailed call quality evaluations, silent monitoring, and personalized coaching, delivering corrective feedback to improve service quality, compliance, and customer experience
- Provided real-time floor support and escalation assistance, advising CSRs and contractors on policy interpretation, client provisions, and desktop tool usage
- Facilitated new hire, Elite, and client-specific training, ensuring readiness across systems navigation, call handling best practices, and regulatory compliance
- Evaluated trainee and contractor performance, partnering with leadership to address knowledge gaps and performance improvement opportunities
- Collaborated with management to analyze call trends and quality results, recommending operational and training enhancements to improve efficiency and outcomes
Project Manager
Wells Fargo
01.2005 - 09.2008
- Managed nationwide customer experience and loyalty initiative across financial centers
- Partnered cross-functionally with Marketing, Operations, and senior leadership to implement service improvements
- Contributed to sustained #1 J.D. Power customer satisfaction rankings through performance tracking and execution
- Service Engagement Initiative focused on enhancing customer experience and loyalty at Wells Fargo
- Led cross-functional teams to deliver complex projects on time and within budget.
- Developed project plans, schedules, and resource allocation strategies for multiple initiatives.
- Enhanced communication and collaboration among stakeholders through regular status updates and meetings.
- Streamlined project workflows to improve efficiency and reduce delays in project delivery.
Consumer Advocate Analyst
Wells Fargo
08.1997 - 01.2006
- Resolved executive-level customer complaints in compliance with OCC and Better Business Bureau regulations
- Designed and managed a complaint tracking database to ensure timely resolution and trend visibility
- Prepared executive presentations highlighting risks, compliance issues, and improvement opportunities
- Delivered peer training for system enhancements and process changes
Education
Bachelor of Science - Criminal Justice
University of North Carolina At Charlotte
Charlotte, NC05.1997
Skills
- Contact Center Leadership (Voice, Email, Chat)
- HR BPO & Benefits Administration (Health and Welfare, Payroll, Workforce Administration, Leave of Absence, Recruiting, Onboarding, Defined Benefits, Defined Contributions, Retirement Administration, HSA, FSA, COBRA)
- KPI & Performance Management (AHT, FCR, Quality, CSAT, Adherence), People Leadership, Coaching & Development Plans
- Escalation & Complex Issue Resolution, Call Quality Monitoring, Calibration & Audits, Training, Onboarding & Knowledge Management
- Client & Stakeholder Partnership, Workforce Compliance & Attendance Management, Data Analysis & Performance Reporting
- Continuous Improvement & Process Optimization, Regulatory & Legislative Compliance
Timeline
Customer Care Team Manager
Alight Solutions
12.2018 - Current
Customer Service Team Specialist
Alight Solutions
12.2017 - 12.2018
Business Instructor
Alight Solutions
08.2015 - 12.2016
Senior Customer Care Specialist
Alight Solutions
08.2010 - 12.2017
Project Manager
Wells Fargo
01.2005 - 09.2008
Consumer Advocate Analyst
Wells Fargo
08.1997 - 01.2006
Bachelor of Science - Criminal Justice
University of North Carolina At Charlotte