Professional Summary
Professional Overview
Lauren Gilbert is a seasoned operations and customer experience executive with a proven track record of driving organizational efficiency and elevating customer satisfaction. As the Vice President of Operations & Customer Experience at 100Plus, she leverages her extensive expertise in process optimization, strategic planning, and cross-functional collaboration to spearhead initiatives that enhance operational excellence and deliver exceptional customer experiences.
Experience Summary
Current Role
In her current role as Vice President of Operations & Customer Experience at 100Plus, Lauren is responsible for overseeing all operational aspects of the business, including process improvement, resource management, and performance optimization. She collaborates closely with cross-functional teams to streamline workflows, enhance scalability, and ensure the seamless delivery of 100Plus's innovative solutions. Under her leadership, the company has achieved significant improvements in customer satisfaction and operational efficiency.
Career Progression
Prior to her current position, Lauren served as the Senior Director of Customer Success at 100Plus, where she led a team of dedicated professionals in delivering personalized support and driving customer retention. Earlier in her career, she held various leadership roles at Connect America, including Director of Learning and Development and Training Manager, where she designed and implemented impactful training programs to enhance employee performance and organizational capabilities.
Lauren's diverse background also includes experience as a National Education Consultant and Keynote Speaker at Big Ideas Learning, where she shared her expertise in educational program development and instructional design. She has also served as an Education Program Coordinator at Brandywine School District and a Mathematics Lead Teacher, Curriculum Writer, and Trainer at Cecil County Public Schools, showcasing her versatility and commitment to continuous learning and growth.
Academic Background
Lauren holds a Bachelor's degree in Mathematics Education from the University of Delaware, where she graduated with distinction. Her educational background and ongoing professional development have equipped her with a deep understanding of the intersection between technology, operations, and customer experience, which she leverages to drive innovation and excellence in her current role.
Areas of Expertise
- Operations and process optimization
- Customer experience strategy and implementation
- Workforce planning and performance management
- Learning and development program design
- Strategic planning and cross-functional collaboration
- Data-driven decision making and analytics
Professional Impact
Throughout her career, Lauren has consistently demonstrated her ability to drive positive change and achieve tangible results. At 100Plus, she has spearheaded the implementation of a new customer relationship management (CRM) system, resulting in a 25% improvement in customer response times and a 15% increase in customer retention. She has also led the development of a comprehensive training program that has enhanced the skills and productivity of the customer support team, leading to a 20% increase in first-call resolution rates.
Conclusion
With her extensive experience, strategic vision, and unwavering commitment to excellence, Lauren Gilbert is poised to continue driving transformative change and delivering exceptional value to 100Plus and its customers. Her passion for operational efficiency, customer-centric innovation, and cross-functional collaboration make her a valuable asset in her current role and a respected leader in the industry.
