Lauren Michele Panken
New York,NY
Summary
Systems-minded operator with 10+ years of experience in customer success, e-commerce, and vendor management - with a proven track record leading CRM integrations, optimizing workflows, and driving process improvements. Skilled at translating complexity into clarity across tech, customer experience, and legal support functions. Certified paralegal with a calm, communicative presence and a sharp eye for documentation, compliance, and cross-functional execution. Always learning, always leveling up.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Application Support Specialist & Customer Service Representative
SW BOCES - LHRIC
Remote
01.2025 - 07.2025
- Provided support for educational software systems and resolved technical issues across multiple regional school districts.
- Managed daily ticketing workflows, ensuring timely resolutions and clear documentation.
- Acted as a liaison between vendors and internal teams to streamline onboarding and address escalations.
- Coordinated system integrations and supported remote tech rollouts across districts.
- Improved vendor onboarding processes by identifying communication gaps and reducing delays.
- Assisted management with ad-hoc projects, research, and process documentation to support daily operations.
Senior Systems Manager
UNTUCKit
New York, USA
12.2017 - 08.2024
- Spearheaded the implementation of Kustomer as the company's CRM, integrating across support, logistics, and analytics teams.
- Managed vendor relationships for customer service platforms, negotiating contracts, coordinating onboarding, and ensuring service-level compliance.
- Partnered with legal and compliance teams to uphold data governance during system migrations and audits.
- Developed and maintained internal documentation for support workflows, platform training, and new hire onboarding.
- Monitored key service KPIs and user satisfaction data to inform strategic decisions, improve team productivity, and flag operational bottlenecks.
- Served as the go-to liaison between Customer Experience, Engineering, Legal, and Leadership teams - translating technical needs into actionable workflows.
Education
Paralegal Certificate - legal research, contract law, compliance, and litigation support
Boston University
Online02-2025
Skills
- Project coordination and support
- Customer service and technical support
- Technical troubleshooting and remote support
- Application and system troubleshooting
- Vendor management and contract compliance
- Zendesk and Kustomer proficiency
- Jira and Asana expertise
- ServiceNow familiarity
- Research and documentation skills
- Quality assurance and optimization
- Interdepartmental liaison abilities
- Figma, InVision, and Confluence skills
- Smartsheet experience
- Python (beginner)
Certifications And Education
- Boston University, Paralegal Certificate, Emphasis on legal research, contract law, compliance, and litigation support.
- UI & Product Management Coursework, Python (Beginner Level - Personal Projects & Coursework)
Affiliations
- Wellness Advocate – Committed to plant-based living and holistic health practices
- Urban Explorer – Traveled full-time for 1.5 years, navigating 30+ cities across 3 continents
- Amateur Chess Enthusiast – Applying strategy and pattern recognition outside of work
- Music & Culture – Passionate about live performance, playlists, and the business of sound
- Ethical Fashion Fan – Researching sustainable brands and materials for conscious living
Accomplishments
- Led the successful implementation of Kustomer CRM at UNTUCKit, integrating support, logistics, and analytics teams company-wide
- Consistently exceeded ticket resolution KPIs while managing vendor onboarding and CX escalations
- Selected as internal knowledge lead for training and documentation at UNTUCKit
- Completed Boston University’s Paralegal Certificate with emphasis on contract law and compliance
- Authored internal onboarding manuals, CX workflows, and system documentation across departments
- Built solo travel blog during full-time global travels, highlighting wellness, food, and tech on the go (optional if you want to link to this)
Certification
- Paralegal Certificate – Boston University | 2024
- UI Design Certification – CareerFoundry | Apr 2021 – May 2022
Focused on user interface design with additional training in UX principles - Python for Data Science Bootcamp – Noble Desktop | Sep 2024
References
References available upon request.
Timeline
Application Support Specialist & Customer Service Representative
SW BOCES - LHRIC
01.2025 - 07.2025
Senior Systems Manager
UNTUCKit
12.2017 - 08.2024
Paralegal Certificate - legal research, contract law, compliance, and litigation support
Boston University
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