Lauren Wheeler
Denver,CO
Summary
Personable professional with expertise in employee and client relations, task prioritization, and conflict resolution. Skilled in addressing concerns with empathy, fostering a positive environment, and developing personalized solutions to drive satisfaction and loyalty. Committed to enhancing team performance through communication and people-centered problem-solving.
Overview
13
13
years of professional experience
1
1
Certificate
Work History
Customer Experience Manager
Foria Wellness
03.2023 - Current
- Managed a team of 5 direct reports, providing guidance and performance feedback.
- Oversaw an outsourced team outside the U.S., ensuring seamless communication and collaboration.
- Led the implementation of a new customer service software system, improving efficiency and team productivity.
- Managed onboarding, scheduling, and performance analysis to support decision-making.
- Maintained team morale during layoffs, ensuring continued operational success.
Lead Server and Host
El Five
08.2018 - 07.2023
- Supervised a 30+ member wait staff in a high-volume restaurant, ensuring excellent service delivery.
- Resolved customer complaints professionally while maintaining high service standards.
- Trained and managed staff, optimizing team performance and workflow.
Sr. Customer Happiness Advocate
Foria Wellness
07.2021 - 03.2023
- Coordinated responses to customer inquiries, handling over 1,100 conversations per month.
- Collaborated cross-departmentally to maintain brand consistency.
- Trained team members on best practices and managed escalations efficiently.
Front of House Manager
Speedtrap Bistro
06.2015 - 10.2017
- Led service quality improvements, training staff to deliver exceptional customer experiences.
- Managed inventory, payroll, and financial compliance, ensuring smooth daily operations.
Lead Barista
Gallop Cafe
06.2011 - 04.2015
- Built customer loyalty by remembering preferences and providing personalized service.
- Managed payroll, scheduling, and inventory, optimizing resources to maximize sales.
Education
High School Diploma -
Red Rocks Community College
Denver, CO01.2001
Skills
- Customer Relationship Management
- Cross-Functional Teamwork
- Work Planning and Prioritization
- Employee Training & Development
- Conflict Resolution
- Team Leadership & Performance Management
Certification
- 200 hour Yoga Teacher Training - 2016, Cambio Yoga, Colorado Springs, CO
- 200 hour Yoga Teacher Training - 2023, Better Buzz Yoga, Denver, CO
- Volunteer Mentor - 2018, The Eating Disorder Foundation, Denver, CO
Timeline
Customer Experience Manager
Foria Wellness
03.2023 - Current
Sr. Customer Happiness Advocate
Foria Wellness
07.2021 - 03.2023
Lead Server and Host
El Five
08.2018 - 07.2023
Front of House Manager
Speedtrap Bistro
06.2015 - 10.2017
Lead Barista
Gallop Cafe
06.2011 - 04.2015
High School Diploma -
Red Rocks Community College
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