Lauren M.
Consultant at Mission Lane- Claim this Profile
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Bio
Penelope Perez, SHRM-CP
I had the privilege of working with Lauren, and of witnessing her outstanding work ethic, keen (borderline obsessive) eye for detail, strong analytical skills, and her unwavering commitment to excellence. During our time together, she was my peer mentor, and also served as interim lead for our organization, where I experienced first hand her exceptional ability to successfully manage multiple large and complex projects and initiatives, while leading through a major organizational change. Her collaborative approach, and excellent communication skills make her a valuable team member, but I think what truly sets Lauren apart is her dedication to honing her craft, how she elevates those around her by setting a high bar, and her positive energy. It was truly an honor to work with Lauren, and I wholeheartedly believe she's a sure bet for any organization!
Madeline Lattimore
I wholeheartedly recommend Lauren for any position that requires impeccable leadership, strategic thinking and unwavering dedication to helping team members grow and excel. In my years of working alongside Lauren, I have seen firsthand the incredible impact she has on both individuals and the wider organization. As a mentor, Lauren has an innate ability to create a nurturing and supportive environment where new team members feel safe and comfortable. She is a guiding light, providing the perfect balance of encouragement and constructive feedback, enabling dozens of new L&D members to realize their potential and achieve their goals. I have witnessed numerous instances where her mentorship has utterly transformed an individual's journey within the company. Lauren's expertise as a strategist cannot be overstated. She consistently pushes initiatives past the finish line on time, ensuring a positive impact on business goals and satisfying KPIs. This skill set has allowed her to lead a variety of imperative projects, spanning across multiple domains. Her tireless work, passion, and commitment have dramatically shaped the Customer Success organization at Square. Lauren has played an invaluable role in standardizing a culture of learning that not only elevates the performance and knowledge of our team members but also propels the organization to new heights. Her innovative approach to learning has fostered increased collaboration, higher engagement, and greater adaptability across the organization, leading to exceptional attainment of desired business results. Lauren's exceptional interpersonal skills also contribute significantly to the success of our team. She is a skilled communicator, empathetic listener, and a passionate collaborator who naturally brings out the best in others. Her leadership style inspires loyalty, commitment, and a strong work ethic in those fortunate enough to work under her guidance. Lauren's influence within the team has directly resulted in increased productivity, idea sharing, and problem-solving capabilities. I am confident that Lauren would be an exceptional asset to any organization seeking a proven leader, strategic thinker, and dedicated mentor. Her unparalleled ability to inspire growth in others and her unwavering commitment to the success of her team and organization make her the ideal candidate.
Penelope Perez, SHRM-CP
I had the privilege of working with Lauren, and of witnessing her outstanding work ethic, keen (borderline obsessive) eye for detail, strong analytical skills, and her unwavering commitment to excellence. During our time together, she was my peer mentor, and also served as interim lead for our organization, where I experienced first hand her exceptional ability to successfully manage multiple large and complex projects and initiatives, while leading through a major organizational change. Her collaborative approach, and excellent communication skills make her a valuable team member, but I think what truly sets Lauren apart is her dedication to honing her craft, how she elevates those around her by setting a high bar, and her positive energy. It was truly an honor to work with Lauren, and I wholeheartedly believe she's a sure bet for any organization!
Madeline Lattimore
I wholeheartedly recommend Lauren for any position that requires impeccable leadership, strategic thinking and unwavering dedication to helping team members grow and excel. In my years of working alongside Lauren, I have seen firsthand the incredible impact she has on both individuals and the wider organization. As a mentor, Lauren has an innate ability to create a nurturing and supportive environment where new team members feel safe and comfortable. She is a guiding light, providing the perfect balance of encouragement and constructive feedback, enabling dozens of new L&D members to realize their potential and achieve their goals. I have witnessed numerous instances where her mentorship has utterly transformed an individual's journey within the company. Lauren's expertise as a strategist cannot be overstated. She consistently pushes initiatives past the finish line on time, ensuring a positive impact on business goals and satisfying KPIs. This skill set has allowed her to lead a variety of imperative projects, spanning across multiple domains. Her tireless work, passion, and commitment have dramatically shaped the Customer Success organization at Square. Lauren has played an invaluable role in standardizing a culture of learning that not only elevates the performance and knowledge of our team members but also propels the organization to new heights. Her innovative approach to learning has fostered increased collaboration, higher engagement, and greater adaptability across the organization, leading to exceptional attainment of desired business results. Lauren's exceptional interpersonal skills also contribute significantly to the success of our team. She is a skilled communicator, empathetic listener, and a passionate collaborator who naturally brings out the best in others. Her leadership style inspires loyalty, commitment, and a strong work ethic in those fortunate enough to work under her guidance. Lauren's influence within the team has directly resulted in increased productivity, idea sharing, and problem-solving capabilities. I am confident that Lauren would be an exceptional asset to any organization seeking a proven leader, strategic thinker, and dedicated mentor. Her unparalleled ability to inspire growth in others and her unwavering commitment to the success of her team and organization make her the ideal candidate.
Penelope Perez, SHRM-CP
I had the privilege of working with Lauren, and of witnessing her outstanding work ethic, keen (borderline obsessive) eye for detail, strong analytical skills, and her unwavering commitment to excellence. During our time together, she was my peer mentor, and also served as interim lead for our organization, where I experienced first hand her exceptional ability to successfully manage multiple large and complex projects and initiatives, while leading through a major organizational change. Her collaborative approach, and excellent communication skills make her a valuable team member, but I think what truly sets Lauren apart is her dedication to honing her craft, how she elevates those around her by setting a high bar, and her positive energy. It was truly an honor to work with Lauren, and I wholeheartedly believe she's a sure bet for any organization!
Madeline Lattimore
I wholeheartedly recommend Lauren for any position that requires impeccable leadership, strategic thinking and unwavering dedication to helping team members grow and excel. In my years of working alongside Lauren, I have seen firsthand the incredible impact she has on both individuals and the wider organization. As a mentor, Lauren has an innate ability to create a nurturing and supportive environment where new team members feel safe and comfortable. She is a guiding light, providing the perfect balance of encouragement and constructive feedback, enabling dozens of new L&D members to realize their potential and achieve their goals. I have witnessed numerous instances where her mentorship has utterly transformed an individual's journey within the company. Lauren's expertise as a strategist cannot be overstated. She consistently pushes initiatives past the finish line on time, ensuring a positive impact on business goals and satisfying KPIs. This skill set has allowed her to lead a variety of imperative projects, spanning across multiple domains. Her tireless work, passion, and commitment have dramatically shaped the Customer Success organization at Square. Lauren has played an invaluable role in standardizing a culture of learning that not only elevates the performance and knowledge of our team members but also propels the organization to new heights. Her innovative approach to learning has fostered increased collaboration, higher engagement, and greater adaptability across the organization, leading to exceptional attainment of desired business results. Lauren's exceptional interpersonal skills also contribute significantly to the success of our team. She is a skilled communicator, empathetic listener, and a passionate collaborator who naturally brings out the best in others. Her leadership style inspires loyalty, commitment, and a strong work ethic in those fortunate enough to work under her guidance. Lauren's influence within the team has directly resulted in increased productivity, idea sharing, and problem-solving capabilities. I am confident that Lauren would be an exceptional asset to any organization seeking a proven leader, strategic thinker, and dedicated mentor. Her unparalleled ability to inspire growth in others and her unwavering commitment to the success of her team and organization make her the ideal candidate.
Penelope Perez, SHRM-CP
I had the privilege of working with Lauren, and of witnessing her outstanding work ethic, keen (borderline obsessive) eye for detail, strong analytical skills, and her unwavering commitment to excellence. During our time together, she was my peer mentor, and also served as interim lead for our organization, where I experienced first hand her exceptional ability to successfully manage multiple large and complex projects and initiatives, while leading through a major organizational change. Her collaborative approach, and excellent communication skills make her a valuable team member, but I think what truly sets Lauren apart is her dedication to honing her craft, how she elevates those around her by setting a high bar, and her positive energy. It was truly an honor to work with Lauren, and I wholeheartedly believe she's a sure bet for any organization!
Madeline Lattimore
I wholeheartedly recommend Lauren for any position that requires impeccable leadership, strategic thinking and unwavering dedication to helping team members grow and excel. In my years of working alongside Lauren, I have seen firsthand the incredible impact she has on both individuals and the wider organization. As a mentor, Lauren has an innate ability to create a nurturing and supportive environment where new team members feel safe and comfortable. She is a guiding light, providing the perfect balance of encouragement and constructive feedback, enabling dozens of new L&D members to realize their potential and achieve their goals. I have witnessed numerous instances where her mentorship has utterly transformed an individual's journey within the company. Lauren's expertise as a strategist cannot be overstated. She consistently pushes initiatives past the finish line on time, ensuring a positive impact on business goals and satisfying KPIs. This skill set has allowed her to lead a variety of imperative projects, spanning across multiple domains. Her tireless work, passion, and commitment have dramatically shaped the Customer Success organization at Square. Lauren has played an invaluable role in standardizing a culture of learning that not only elevates the performance and knowledge of our team members but also propels the organization to new heights. Her innovative approach to learning has fostered increased collaboration, higher engagement, and greater adaptability across the organization, leading to exceptional attainment of desired business results. Lauren's exceptional interpersonal skills also contribute significantly to the success of our team. She is a skilled communicator, empathetic listener, and a passionate collaborator who naturally brings out the best in others. Her leadership style inspires loyalty, commitment, and a strong work ethic in those fortunate enough to work under her guidance. Lauren's influence within the team has directly resulted in increased productivity, idea sharing, and problem-solving capabilities. I am confident that Lauren would be an exceptional asset to any organization seeking a proven leader, strategic thinker, and dedicated mentor. Her unparalleled ability to inspire growth in others and her unwavering commitment to the success of her team and organization make her the ideal candidate.
Credentials
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Human Resources: Strategic Workforce Planning
LinkedInSep, 2023- Sep, 2024 -
Succession Planning
LinkedInAug, 2023- Sep, 2024 -
Change Management Foundations
LinkedInJul, 2023- Sep, 2024 -
Implementing Change Effectively
LinkedInMar, 2023- Sep, 2024 -
Lean Six Sigma for a Sustainable Future
LinkedInMar, 2023- Sep, 2024 -
Mentoring Others
LinkedInMar, 2023- Sep, 2024 -
Nano Tips to Sharpen Your Critical Thinking with Shadé Zahrai
LinkedInFeb, 2023- Sep, 2024 -
Data Analytics for Business Professionals
LinkedInJan, 2023- Sep, 2024 -
Foundations of Learning Management Systems (LMS)
LinkedInJan, 2023- Sep, 2024 -
Instructional Design Essentials: Models of ID
LinkedInJan, 2023- Sep, 2024 -
Moving DEI from Intention to Impact with Ruchika Tulshyan
LinkedInJan, 2023- Sep, 2024 -
Six Sigma: White Belt
LinkedInJan, 2023- Sep, 2024 -
Talent Management
LinkedInJan, 2023- Sep, 2024 -
Articulating Your Value
LinkedInDec, 2022- Sep, 2024 -
Career Continuous Professional Certification: Education (expires 2110)
Missouri Department of Elementary and Secondary EducationAug, 2011- Sep, 2024
Experience
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Mission Lane
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United States
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Financial Services
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200 - 300 Employee
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Consultant
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May 2023 - Present
*Consult on AI strategies to optimize learning solutions for leadership development and soft skill training programs that support operational staff. *Create learning asset templates and reusable job aids to support the organization’s current coaching and leadership development roadmaps. *Consult on AI strategies to optimize learning solutions for leadership development and soft skill training programs that support operational staff. *Create learning asset templates and reusable job aids to support the organization’s current coaching and leadership development roadmaps.
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Square
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United States
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Software Development
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700 & Above Employee
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Senior Global Program Manager, Customer Success Business Operations (Talent Enablement)
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Jun 2019 - May 2023
*Hybrid program manager/strategy role. Responsibilities included needs assessments, program strategy and management, change management and matrix oversight of supporting functions. *Led and managed collaborative initiatives with various teams, SMEs, key stakeholders, vendors, and leadership to support large-scale business objectives, achieve key results, and continuously improve programming for 13 global CS audiences. *Used project management tools, assessment models, and agile… Show more *Hybrid program manager/strategy role. Responsibilities included needs assessments, program strategy and management, change management and matrix oversight of supporting functions. *Led and managed collaborative initiatives with various teams, SMEs, key stakeholders, vendors, and leadership to support large-scale business objectives, achieve key results, and continuously improve programming for 13 global CS audiences. *Used project management tools, assessment models, and agile development processes to deliver medium to large scale initiatives (Asana, Coda, Notion, JIRA, etc), driving process efficiencies in a rapidly changing environment. *Facilitated a wide variety of sessions in support of business initiatives; including workshops, leadership development offerings, and career development programming. ✨Notable Accomplishments ✨ *Authored and implemented frameworks and training plans for customer interaction (global, multi-channel), train the trainer, consultative sales, leadership onboarding and ongoing development, and customer success coaching programs. *Partnered with Enterprise People and HR teams to design and deliver programming centered on fostering diversity, inclusion and equity (DEI) in a fully-distributed environment for global leaders. *Developed and implemented training strategy for Square Capital’s PPP Loans program, leading to the disbursement of over $990M to business customers during the pandemic. *Defined and implemented training and knowledge management strategy to support launch of Square Bank (full suite of bank accounts, loans and credit card). *Implemented a new incident filing workflow within JIRA resulting in a 20% reduction in errors across the organization and significant annual cost savings. *Launched digital adoption platform (WalkMe) for customer success Advocate populations globally on multiple tools within internal tech stack, including Salesforce.
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Interim Global Head of Learning Strategy, Content and Design
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Jun 2022 - Dec 2022
Responsible for strategy and execution of continual learning & development programs for 3 lines of business, to enable the long term success of a 1,300+ globally distributed Customer Success workforce. *Lead a hybrid team of 14 learning strategists, learning experience designers and technical writers. *Provided relevant coaching, mentoring, training, and support to foster professional development, champion a knowledge management culture and ensure the adoption of best practices… Show more Responsible for strategy and execution of continual learning & development programs for 3 lines of business, to enable the long term success of a 1,300+ globally distributed Customer Success workforce. *Lead a hybrid team of 14 learning strategists, learning experience designers and technical writers. *Provided relevant coaching, mentoring, training, and support to foster professional development, champion a knowledge management culture and ensure the adoption of best practices. *Managed the Learning Management Systems (LMS) and Knowledge Base (Salesforce Knowledge) tools for customer success organization. *Oversaw the end-to-end content development cycle, collaborating with cross-functional teams to curate, design, and implement tailored learning programs for all global sites and partner operations that addressed key knowledge gaps. ✨Notable Accomplishments ✨ *Q4 2022 CS Top Performer Award for exemplary performance in this interim position.
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Senior Learning Specialist (Onboarding + Talent Development)
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Jun 2017 - Jul 2019
*Facilitated, iterated and optimized the New Hire Onboarding program for both Square Point of Sale and Cash App globally; ensured program effectiveness via data-driven design improvements. *Evaluated training programs through assessments, surveys, feedback and KPIs. Used a performance support-first mindset to conduct learning needs analysis and prescribe appropriate learning and coaching support solutions to close performance gaps for new hires. *Developed and implemented standard… Show more *Facilitated, iterated and optimized the New Hire Onboarding program for both Square Point of Sale and Cash App globally; ensured program effectiveness via data-driven design improvements. *Evaluated training programs through assessments, surveys, feedback and KPIs. Used a performance support-first mindset to conduct learning needs analysis and prescribe appropriate learning and coaching support solutions to close performance gaps for new hires. *Developed and implemented standard operating and reporting procedures for global programs. ✨Notable Accomplishments ✨ *Conducted full training and operations audit of first BPO hired to support Customer Success in Guatemala City, Guatemala for both Square and Cash App support teams. Reported findings and recommendations to executive leadership during subsequent Square All Hands meeting. *Designed, delivered and facilitated the global train-the-trainer program for customer success organization; certified team’s first 5 trainers globally through the program while in this role.
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Priority Queue Advocate
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Mar 2016 - Jun 2017
*Responded to Seller inquiries via email & phone, specializing in technical and consultative sales support for high-value Seller segment (250k+ GPV + Enterprise accounts). *Identified Seller incidents through troubleshooting and research, filed and managed JIRA tickets through resolution in partnership with support engineers for 10+ product verticals. ✨Notable Accomplishments ✨ *Developed, implemented and trained the global Customer Support team on the company’s first customer… Show more *Responded to Seller inquiries via email & phone, specializing in technical and consultative sales support for high-value Seller segment (250k+ GPV + Enterprise accounts). *Identified Seller incidents through troubleshooting and research, filed and managed JIRA tickets through resolution in partnership with support engineers for 10+ product verticals. ✨Notable Accomplishments ✨ *Developed, implemented and trained the global Customer Support team on the company’s first customer interaction framework, Steps for Success.
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Independent
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Uganda
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International Trade and Development
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1 - 100 Employee
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Educational Consultant
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Jun 2015 - Dec 2016
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Hazelwood School District
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United States
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Education Administration Programs
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700 & Above Employee
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Art Educator
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Jul 2007 - Jul 2014
*Managed a large scale studio/classroom to support ~600 students per week, including procurement of curricula and classroom materials. *Designed and implemented robust art and art history curricula for grades PK -5. *Designed school and community art installations that promoted creative collaboration. *Developed and facilitated professional development programming and training sessions for fellow art educators. ✨Notable Accomplishments ✨ *Served as Workplace Administrator and… Show more *Managed a large scale studio/classroom to support ~600 students per week, including procurement of curricula and classroom materials. *Designed and implemented robust art and art history curricula for grades PK -5. *Designed school and community art installations that promoted creative collaboration. *Developed and facilitated professional development programming and training sessions for fellow art educators. ✨Notable Accomplishments ✨ *Served as Workplace Administrator and Fundraiser for St. Louis Arts and Education Council, a nonprofit supporting arts programming for the St. Louis area. HSD Top Fundraiser 2012-2014. Show less *Managed a large scale studio/classroom to support ~600 students per week, including procurement of curricula and classroom materials. *Designed and implemented robust art and art history curricula for grades PK -5. *Designed school and community art installations that promoted creative collaboration. *Developed and facilitated professional development programming and training sessions for fellow art educators. ✨Notable Accomplishments ✨ *Served as Workplace Administrator and… Show more *Managed a large scale studio/classroom to support ~600 students per week, including procurement of curricula and classroom materials. *Designed and implemented robust art and art history curricula for grades PK -5. *Designed school and community art installations that promoted creative collaboration. *Developed and facilitated professional development programming and training sessions for fellow art educators. ✨Notable Accomplishments ✨ *Served as Workplace Administrator and Fundraiser for St. Louis Arts and Education Council, a nonprofit supporting arts programming for the St. Louis area. HSD Top Fundraiser 2012-2014. Show less
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U.S. Bank
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United States
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Legal Services
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1 - 100 Employee
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Bank Teller
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Jul 2005 - Jan 2007
*Processed a high volume of transactions, ensuring efficiency and accuracy in cash handling and document processing. *Maintained a thorough understanding of bank policies, regulations, and security procedures to safeguard customer assets and bank interests. *Actively cross-sold bank products and services to customers, resulting in an increase in branch revenue and customer satisfaction. *Conducted end-of-day reconciliations to ensure accurate accounting and balancing of all… Show more *Processed a high volume of transactions, ensuring efficiency and accuracy in cash handling and document processing. *Maintained a thorough understanding of bank policies, regulations, and security procedures to safeguard customer assets and bank interests. *Actively cross-sold bank products and services to customers, resulting in an increase in branch revenue and customer satisfaction. *Conducted end-of-day reconciliations to ensure accurate accounting and balancing of all transactions. *Assisted customers with account inquiries, account openings, and other banking services, fostering strong customer relationships. *Participated in training and professional development programs to stay up-to-date with banking and lending regulations and best practices Show less *Processed a high volume of transactions, ensuring efficiency and accuracy in cash handling and document processing. *Maintained a thorough understanding of bank policies, regulations, and security procedures to safeguard customer assets and bank interests. *Actively cross-sold bank products and services to customers, resulting in an increase in branch revenue and customer satisfaction. *Conducted end-of-day reconciliations to ensure accurate accounting and balancing of all… Show more *Processed a high volume of transactions, ensuring efficiency and accuracy in cash handling and document processing. *Maintained a thorough understanding of bank policies, regulations, and security procedures to safeguard customer assets and bank interests. *Actively cross-sold bank products and services to customers, resulting in an increase in branch revenue and customer satisfaction. *Conducted end-of-day reconciliations to ensure accurate accounting and balancing of all transactions. *Assisted customers with account inquiries, account openings, and other banking services, fostering strong customer relationships. *Participated in training and professional development programs to stay up-to-date with banking and lending regulations and best practices Show less
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Education
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Webster University
Bachelor of Arts (B.A.), Photography/Art History -
Webster University
Master of Arts - MA, Adult and Continuing Education and Teaching
Community
