Lorren Warren
Prickly Pools
Gilbert,AZ
17
Years of experience
Versatile leader with experience scaling sales, client services, workforce management, and business operations across organizations ranging from entrepreneurial ventures to a 400+ agent call center. Skilled at leveraging market insights and strategic planning to deliver exceptional sales performance. Highly focused on team collaboration, adapting seamlessly to changing market demands, and consistently achieving business objectives. Known for reliability, flexibility, and a results-driven approach.
Work History
Head of Projects / Strategic Consultant
5 Years- Returned as a strategic consultant to transfer institutional knowledge, support leadership continuity, and help onboard the successor to a previous role.
- Expanded from transition support into an ongoing cross-functional position responsible for product initiatives, operational objectives, and sales.
- Develops and launches new revenue opportunities, including the design of an outbound calling product.
- Evaluates and tests new AI products, translating frontline and client feedback into practical recommendations for adoption, improvement, and risk management.
- Partners with leadership on sales performance, process improvement, client experience, and priority business challenges.
- Uses deep knowledge of the company’s clients, systems, people, and model to accelerate decisions and reduce risk.
Co-Owner
7 Years 10 Months- Co-founded and scaled a family-owned pool-services business into an umbrella organization supporting Prickly Pools Service & Repair, Prickly Pools Remodel & Construction, AZ Pool Inspections, and Stay Afloat.
- Built the company from the ground up, including brand development, licensing, pricing, sales, marketing, service delivery, hiring, training, payroll, technology, vendor relationships, and financial management.
- Developed operating procedures, management systems, scorecards, routing practices, and accountability structures that reduced dependence on daily owner involvement.
- Recruited and developed trusted field leadership capable of managing routine service delivery, quality control, employee needs, and customer concerns.
- Implemented technology and automation across scheduling, field reporting, customer communication, billing, lead management, and performance tracking.
- Established recurring revenue operations serving approximately 280 customers while continuing to develop higher value repair, inspection, remodel, and construction opportunities.
- Transitioned the business from owner dependent daily operations to a staff-led model, allowing the company to operate successfully with limited day-to-day oversight.
Head of Sales & Client Services
5 Years 6 Months- Increased sales production by 45% within the first six months through stronger execution, manager coaching, performance visibility, and accountability.
- Owned month-over-month revenue growth, profitability improvement, client retention, and service performance across U.S. sales and client-services operations.
- Set the direction for sales, including KPIs, performance expectations, scripts, qualification frameworks, objection handling, and manager coaching tools.
- Developed employees through hands-on coaching, structured performance reviews, succession planning, and clear accountability.
- Led high-value client relationships, negotiations, retention strategies, escalations, and service-recovery efforts.
- Partnered with marketing leadership on budget allocation, campaign priorities, lead quality, messaging, and growth strategy.
- Navigated the U.S. team through the operational and market uncertainty of the COVID-19 pandemic, adapting staffing, client support, and sales strategies to maintain business continuity and performance.
- Held direct responsibility for bottom-line results through a profit-sharing structure, creating an owner’s mindset around revenue, labor cost, retention, and profitability.
Service Excellence & Workforce Manager
4 Years 4 Months- Recruited, onboarded, and trained U.S. receptionists while managing payroll, benefits, employee relations, and office operations.
- Led the global implementation of a workforce-management platform, including process design, system rollout, manager training, employee training, scheduling, forecasting, and real-time adherence.
- Managed a team of receptionists with accountability for service quality, average handle time, and client specific requirements.
- Managed client relationships and escalations while turning recurring service issues into process, training, or staffing improvements.
- Developed call scripts, quick reference guides, and performance tools that helped receptionists meet KPIs and quality targets.
Workforce Analyst
8 Months- Protected contractual service levels through real-time monitoring, staffing analysis, and schedule management.
- Reduced avoidable labor expense by optimizing occupancy, schedules, breaks, and staffing coverage while maintaining contractual service levels.
- Analyzed intraday demand and performance trends to identify risks early and recommend immediate corrective actions.
- Led daily performance meetings with senior leadership, clearly communicating service-level risks, staffing gaps, operational trends, and recommended responses.
- Trained new workforce analysts on monitoring practices, scheduling systems, escalation procedures, and performance reporting.
Client Services Manager / Administrator
6 Months- Managed a broad portfolio spanning client services, workforce scheduling, payroll analysis, billing support, receptionist management, and training guide development.
- Owned scheduling and adherence, helping achieve a target of 90% of calls answered within 10 seconds.
- Developed a payroll tracking system that eliminated unnecessary out-of-adherence payouts and reduced labor costs.
- Created a formal process for debt-collection and enhanced profitability.
- Identified the primary drivers of elevated average handle time and implemented targeted coaching plans that reduced call duration while maintaining service quality.
Operations Manager
4 Years 11 Months- Oversaw end-to-end operations for a 400+ agent call center across sales, retention, workforce management, reporting, quality assurance, and IT support.
- Connected departments that often operated separately, ensuring marketing, technology, staffing, quality, and sales decisions supported the same business goals.
- Developed sales KPIs, scorecards, performance standards, and commission structures aligned with growth goals.
- Designed and implemented a CRM for the American Cornerstone Insurance launch, adapting proven workflows from existing lines of business to support sales and operational requirements.
- Implemented a workforce-management platform that replaced spreadsheet-based scheduling and improved forecasting.
- Partnered with marketing to manage television campaign timing and call-volume expectations, aligning staffing with lead generation and media spend.
- Analyzed lead flow, scripting, call-center metrics, and agent performance to improve conversion and efficiency.
- Managed payroll, benefits, employee relations, policies, and procedures to ensure compliance and support across multiple functions.
Sales Director
4 Years 9 Months- Directed DISH Network sales operations through a team of frontline sales managers, shifting from individual team leadership to leadership through leaders.
- Set performance expectations and sales priorities across multiple teams, creating MPS and identifying KPIs.
- Standardized coaching, and performance-management practices to create greater consistency across the sales organization.
- Identified performance trends across teams and worked with managers to correct underperformance and replicate successful practices.
- Established a dedicated sales training department, replacing manager-led onboarding with a scalable, standardized program; oversaw the development of training curriculum, classroom instruction, supporting materials, and new-hire readiness standards.
- Created a spreadsheet-based schedule and adjusted agent schedules to align with television advertising spots, increasing live answer rates and sales conversations during peak lead periods.
Sales Manager
4 Years 9 Months- Led and developed a team of sales advisors supporting ADT and DISH Network, with accountability for conversion, revenue, quality, attendance, and productivity.
- Recruited, interviewed, hired, onboarded, and coached new sales agents, shortening the path from new hire to productive contributor.
- Developed and introduced sales scripts, objection-handling guides, call-control frameworks, and quick-reference tools that gave agents consistent support.
- Established clear daily expectations and accountability practices while maintaining a competitive, supportive sales culture.
- Provided real-time call coaching and assumed control of complex escalations, using strong call-control, objection-handling, and de-escalation techniques to protect sales opportunities and customer relationships.
Senior Sales Advisor
4 Years 9 Months- Converted high-volume inbound leads through consultative discovery and value-based selling
- Consistently ranked as a top sales producer across multiple campaigns.
- Quickly learned and sold products across multiple highly competitive industries.
- Maximized revenue per opportunity through cross-selling, and up-selling.
- Shared successful sales approaches with peers and became a trusted resource for product knowledge and difficult customer objections.
Karate School Manager
5 Years 6 Months- Managed the complete day-to-day operation of a martial arts school, including sales, enrollment, scheduling, billing, customer service, staff coordination, facility management, and local marketing.
- Owned the customer journey from initial inquiry and trial lesson through enrollment, retention, renewals, and issue resolution.
- Increased membership and recurring revenue through lead follow-up, community outreach, referral generation, and relationship-based selling.
- Built strong relationships with students and families, helping improve member engagement, satisfaction, and long-term retention.
- Coordinated special events such as graduation ceremonies, "extravaganzas," tournaments, or parent-teacher conferences smoothly through meticulous planning.
Education
College Coursework Completed - Applied Management
Skills
Sales Leadership
Client Experience
Workforce Management
Process Improvement
KPI & Performance Management
Client Retention
Data-Driven Decision Making
Lead Management
CRM Software Proficiency
Product Development
Business Scaling
Team Building
Awards
Annual Sales Award (Top Sales)- ClearCall Solutions 2010 & 2011
Bravo Award (Standout Performance) - United HealthCare 2017
Small Business Award (Leading Provider) - ReceptionHQ 2020
Global Support Award (Performance) - ReceptionHQ 2024
Neighborhood Favorite Award (Recommended Business) - Prickly Pools 2021, 2022, 2023, & 2025
Timeline
Head of Projects / Strategic Consultant
ReceptionHQ
08.2021 - CurrentRead More
Co-Owner
Prickly Pools
10.2018 - CurrentRead More
Service Excellence & Workforce Manager
ReceptionHQ
02.2017 - 06.2021Read More
Workforce Analyst
United Healthcare
06.2016 - 02.2017Read More
Head of Sales & Client Services
ReceptionHQ
12.2015 - 06.2021Read More
Client Services Manager / Administrator
ReceptionHQ
12.2015 - 06.2016Read More
Sales Director
ClearCall Solutions
11.2010 - 08.2015Read More
Sales Manager
ClearCall Solutions
11.2010 - 08.2015Read More
Senior Sales Advisor
ClearCall Solutions
11.2010 - 08.2015Read More
Operations Manager
ClearCall Solutions
09.2010 - 08.2015Read More
Karate School Manager
Arizona's Best Karate
05.2005 - 11.2010Read More
Chandler/Gilbert Community College
College Coursework Completed from Applied Management
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