Professional Summary

Professional Overview

Lauren Wheeler is an experienced customer experience leader with a strong track record of driving exceptional customer satisfaction and retention. As the Head of Customer Experience at Foria Wellness, she is responsible for overseeing all aspects of the customer journey, from pre-sale interactions to post-purchase support. With a deep understanding of the wellness industry and a passion for creating seamless, personalized experiences, Lauren is poised to make a significant impact on Foria's customer-centric initiatives.

Experience Summary

Current Role

In her current role as Head of Customer Experience at Foria Wellness, Lauren is responsible for leading a team of customer service professionals and implementing strategies to enhance the overall customer experience. She collaborates closely with cross-functional teams to identify opportunities for improvement, address customer pain points, and implement data-driven solutions. Under Lauren's leadership, Foria has seen a notable increase in customer satisfaction scores and a reduction in churn rates.

Career Progression

Prior to her current role, Lauren held several customer-facing positions, including Senior Customer Happiness Advocate at Foria Wellness, Lead Server and Host at El Five, Front of House Manager at Speedtrap Bistro, and Lead Barista at Gallop Cafe. Through these diverse experiences, Lauren has developed a well-rounded understanding of the customer service landscape, allowing her to bring a unique perspective to her current role.

Academic Background

Lauren holds a Bachelor of Science degree in Business Administration from the University of Colorado, Denver, where she graduated with honors.

Areas of Expertise

• Customer experience strategy and implementation

• Team leadership and coaching

• Data analysis and metrics-driven decision making

• Omnichannel customer support and service

• Conflict resolution and problem-solving

• Continuous process improvement and innovation

Professional Impact

Throughout her career, Lauren has demonstrated a commitment to delivering exceptional customer experiences. As a Senior Customer Happiness Advocate at Foria Wellness, she played a pivotal role in improving the company's customer service protocols, leading to a 15% increase in customer satisfaction and a 20% reduction in response times. In her current role, Lauren has spearheaded the implementation of a new customer relationship management (CRM) system, which has streamlined customer data management and enabled more personalized interactions.

Conclusion

With her extensive experience in customer-facing roles and her proven ability to drive tangible improvements, Lauren Wheeler is poised to make a significant impact as the Head of Customer Experience at Foria Wellness. Her strategic vision, coupled with her passion for creating exceptional customer experiences, make her a valuable asset to the organization as it continues to grow and expand its reach within the wellness industry.