Lauren Ogle
Internal Operations Manager
Puyallup,WA
Summary
Customer Service & Operations leader with 9+ years of experience scaling a $40M+ home services business, driving performance across customer experience, revenue operations, production coordination, and cash flow. Proven ability to build systems, lead cross-functional teams, and improve revenue, margin, and operational efficiency at scale.
Overview
13
13
years of professional experience
1
1
Language
Work History
Interim Branch Manager – Portland (Special Assignment)
Guardian Roofing & Gutters
- Led full operations for $5M+ branch across sales, production, customer service, and field teams
- Delivered $480K–$560K in consistent monthly revenue across service lines
- Maintained 44–46% gross margin while resolving 6 months of financial and PO discrepancies
- Reduced project timelines from 4–6 weeks to 2–3 weeks through scheduling improvements
- Hired and onboarded 10+ technicians, expanding production capacity
- Implemented operational infrastructure including vehicle maintenance cadence and workflow standardization
- Recruited and trained Branch Manager and Production Manager, enabling growth to ~$1M/month with improved margins (44–48%)
Internal Operations Manager
Guardian Roofing & Gutters
01.2022 - Current
- Lead operations across all customer-facing and revenue-impacting functions for a $40M+ branch, influencing performance across customer service, sales coordination, production, and field execution.
- Maintain ≤10% AR (90-day aging), improving from inconsistent 10–25%
- Built CRM automation (Zapier) reducing costs by $18K annually
- Lead call center (300+ calls/day, team of 8–10) achieving:
- 85–90% lead conversion
- 83–85% appointment show rate
- Created and optimized company-wide lead conversion system, elevating underperformers to top-tier performance
- Reduced missed calls by 10% YoY (from ~15–40/day) by implementing 24/7 coverage model
- Generated $100K–$300K/month via email & SMS campaigns
- Launched online booking system delivering 15–22% ROI
- Built 3-tier escalation system improving resolution speed and consistency
- Resolved escalated claims (BBB, Attorney General, legal) with 100% success at minimal to zero cost
- Hired and developed employees from entry-level to leadership, improving retention from ~6 months to ~1.5 years
- Maintained 4.75–5.0 customer rating through CX improvements
- Selected as Interim Branch Manager (Portland, OR | Jul 2025 – Oct 2025)
Customer Service Representative → Production Coordinator → Customer Service Manager
Guardian Roofing & Gutters
04.2016 - Current
- Started as the company’s first CSR and progressed into leadership as the company scaled
- Managed high-volume call center operations, scheduling, dispatch, and customer lifecycle execution
- Became a key leader in process development, escalation management, and team performance improvement
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Lead membership program for customer retention, scalability and grew membership program from 400 members to over 1000+
- Career Progression CSR - 2016 - 2017, Production coordinator 2017 - 2018, Customer service manager 2018 - 2022
Veterinary Assistant & Technician
Dill Animal Hospital
01.2013 - 01.2016
- Operated in a fast-paced medical environment requiring precision, urgency, and strong client communication.
Education
High School Diploma - Veterinary Assistant Program
PIMA Medical Institute
Renton, WA06-2013
High School Diploma -
Puyallup High School
Puyallup, WA 05.2001 -
Skills
ServiceTitan (Expert) CRM Systems Zapier Excel/Sheets KPI Dashboards Forecasting Workflow Mapping Branch operations management Relationship building Customer service
CORE IMPACT AREAS
- Operations Leadership | Revenue Operations | Call Center Management (300+ calls/day)
- AR & Cash Flow Optimization | SOP Development | KPI & Forecasting
- Cross-Functional Leadership | Team Building & Coaching
Accomplishments
- Played a key role in scaling organization to a top-performing U.S. roofing contractor
- Built and implemented company-wide SOPs and workflow systems
- Designed and launched a 12-week Branch Manager training program
- Improved AR performance, conversion rates, and customer experience simultaneously
- Reduced project timelines by 50%+ for multi-phase jobs
- Increased employee retention from ~6 months to ~1.5 years
Timeline
Internal Operations Manager
Guardian Roofing & Gutters
01.2022 - Current
Customer Service Representative → Production Coordinator → Customer Service Manager
Guardian Roofing & Gutters
04.2016 - Current
Veterinary Assistant & Technician
Dill Animal Hospital
01.2013 - 01.2016
High School Diploma -
Puyallup High School
05.2001 -
Interim Branch Manager – Portland (Special Assignment)
Guardian Roofing & Gutters
High School Diploma - Veterinary Assistant Program
PIMA Medical Institute