LAUREN ROSS
Summary
Results-oriented customer success leader with a proven ability to enhance client performance by 10% weekly. Works with diverse teams in cross-functional collaboration, implementing data-driven solutions to improve operational efficiencies. Delivers impactful stakeholder engagement through continuous communication and strategic alignment on metrics.
Overview
14
14
years of professional experience
Work History
SR. CUSTOMER SUCCESS LEAD
Radiology Partners
2024.10 - Current
- Led multiple client accounts through implementation, onboarding, and launch of programs and support models to enhance client engagement.
- Successfully improves client performance by 10% week over week
- Collaborated with IT, finance, and data analytics teams to address customer concerns and align on goals.
- Conducts analyses of client data and proactively monitors account health to identify gaps and opportunities for increased program adherence
- Leads regular meetings with customers to align on metrics and KPIs
- Established connections with key stakeholders to facilitate collaboration and improve communication.
- Manages customer questions and concerns and provides solutions to maximize customer satisfaction
DIRECTOR OF BUSINESS OPERATIONS
Lager Counseling Services
2023.05 - 2023.11
- Managed and coordinated human resources, billing, administration, and facilities operations
- Identified operational and growth opportunities, and implemented new procedures to support company scaling
OPERATIONS MANAGER
Neighborhood Radiology Services, PC
2012.03 - 2023.04
- Managed up to 170 employees across diverse operational departments to ensure effective team performance
- Created and tracked training programs, KPIs, and metrics to enhance departmental performance
- Identified performance gaps and opportunities for improvement, communicated these with team leads, and implemented workflow solutions
- Evaluated departmental productivity and collaborated with teams to implement policies that improved operational efficiencies
- Led weekly update meetings with cross-functional team leads to assess company health and keep lines of communication open
Education
B.A. - English Literature
Hofstra University
Hempstead, NY2004-05
Skills
- Customer relationship management
- Account management
- Process improvement
- Operational efficiency
- Performance tracking
- Data analysis
Timeline
SR. CUSTOMER SUCCESS LEAD
Radiology Partners
2024.10 - Current
DIRECTOR OF BUSINESS OPERATIONS
Lager Counseling Services
2023.05 - 2023.11
OPERATIONS MANAGER
Neighborhood Radiology Services, PC
2012.03 - 2023.04
B.A. - English Literature
Hofstra University