Lauren Bolvari
Customer Operations Manager at LANDR Audio Inc.- Claim this Profile
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Bio
Giovanni Laurelli
Lauren is one of the best employees I've ever had the pleasure of managing. Starting off as a Customer Care Coordinator, Lauren was top of the class from the start, always exceeding any expectations, and easily surpassing departmental KPIs, as well as setting records through her own personal achievements. Needless to say, Lauren earned a promotion to Team Lead through all her exemplary work and drive for personal growth. Lauren's transition into Team Lead was seamless. It's always a tricky situation when colleagues/friends become your direct reports overnight - something Lauren handled gracefully and respectfully. The entire team looks up to her and adores her as a leader. She's a phenomenal coach and mentor, knows how and when to discuss concerns with her reports, but also knows how to listen and address the needs of her team. Lauren would shine in any position she is passionate about. Her eagerness to constantly be challenged and to grow is commendable, and she has so much to offer - she's a keeper! Any company would be incredibly lucky to have her.
Jessica Sullivan
I worked with Lauren for over 3 years, and I can confidently say she is one of the most hardest working and talented people I know. Lauren is determined, works well under pressure, has incredible leadership skills and is a quick problem solver. As the Customer Care Team Lead, Lauren is the go-to person when coordinators have difficult issues or questions they're not sure how to answer. She always makes herself available to her team, day and night, and ensures they are able to provide a consistent and of highest quality customer service. Lauren also provides coaching to the Customer Care team, where she reviews a number of tickets and provides constructive feedback to the coordinators in private sessions. If given the chance, I would 100% love to work with Lauren again. Highly recommend!
Giovanni Laurelli
Lauren is one of the best employees I've ever had the pleasure of managing. Starting off as a Customer Care Coordinator, Lauren was top of the class from the start, always exceeding any expectations, and easily surpassing departmental KPIs, as well as setting records through her own personal achievements. Needless to say, Lauren earned a promotion to Team Lead through all her exemplary work and drive for personal growth. Lauren's transition into Team Lead was seamless. It's always a tricky situation when colleagues/friends become your direct reports overnight - something Lauren handled gracefully and respectfully. The entire team looks up to her and adores her as a leader. She's a phenomenal coach and mentor, knows how and when to discuss concerns with her reports, but also knows how to listen and address the needs of her team. Lauren would shine in any position she is passionate about. Her eagerness to constantly be challenged and to grow is commendable, and she has so much to offer - she's a keeper! Any company would be incredibly lucky to have her.
Jessica Sullivan
I worked with Lauren for over 3 years, and I can confidently say she is one of the most hardest working and talented people I know. Lauren is determined, works well under pressure, has incredible leadership skills and is a quick problem solver. As the Customer Care Team Lead, Lauren is the go-to person when coordinators have difficult issues or questions they're not sure how to answer. She always makes herself available to her team, day and night, and ensures they are able to provide a consistent and of highest quality customer service. Lauren also provides coaching to the Customer Care team, where she reviews a number of tickets and provides constructive feedback to the coordinators in private sessions. If given the chance, I would 100% love to work with Lauren again. Highly recommend!
Giovanni Laurelli
Lauren is one of the best employees I've ever had the pleasure of managing. Starting off as a Customer Care Coordinator, Lauren was top of the class from the start, always exceeding any expectations, and easily surpassing departmental KPIs, as well as setting records through her own personal achievements. Needless to say, Lauren earned a promotion to Team Lead through all her exemplary work and drive for personal growth. Lauren's transition into Team Lead was seamless. It's always a tricky situation when colleagues/friends become your direct reports overnight - something Lauren handled gracefully and respectfully. The entire team looks up to her and adores her as a leader. She's a phenomenal coach and mentor, knows how and when to discuss concerns with her reports, but also knows how to listen and address the needs of her team. Lauren would shine in any position she is passionate about. Her eagerness to constantly be challenged and to grow is commendable, and she has so much to offer - she's a keeper! Any company would be incredibly lucky to have her.
Jessica Sullivan
I worked with Lauren for over 3 years, and I can confidently say she is one of the most hardest working and talented people I know. Lauren is determined, works well under pressure, has incredible leadership skills and is a quick problem solver. As the Customer Care Team Lead, Lauren is the go-to person when coordinators have difficult issues or questions they're not sure how to answer. She always makes herself available to her team, day and night, and ensures they are able to provide a consistent and of highest quality customer service. Lauren also provides coaching to the Customer Care team, where she reviews a number of tickets and provides constructive feedback to the coordinators in private sessions. If given the chance, I would 100% love to work with Lauren again. Highly recommend!
Giovanni Laurelli
Lauren is one of the best employees I've ever had the pleasure of managing. Starting off as a Customer Care Coordinator, Lauren was top of the class from the start, always exceeding any expectations, and easily surpassing departmental KPIs, as well as setting records through her own personal achievements. Needless to say, Lauren earned a promotion to Team Lead through all her exemplary work and drive for personal growth. Lauren's transition into Team Lead was seamless. It's always a tricky situation when colleagues/friends become your direct reports overnight - something Lauren handled gracefully and respectfully. The entire team looks up to her and adores her as a leader. She's a phenomenal coach and mentor, knows how and when to discuss concerns with her reports, but also knows how to listen and address the needs of her team. Lauren would shine in any position she is passionate about. Her eagerness to constantly be challenged and to grow is commendable, and she has so much to offer - she's a keeper! Any company would be incredibly lucky to have her.
Jessica Sullivan
I worked with Lauren for over 3 years, and I can confidently say she is one of the most hardest working and talented people I know. Lauren is determined, works well under pressure, has incredible leadership skills and is a quick problem solver. As the Customer Care Team Lead, Lauren is the go-to person when coordinators have difficult issues or questions they're not sure how to answer. She always makes herself available to her team, day and night, and ensures they are able to provide a consistent and of highest quality customer service. Lauren also provides coaching to the Customer Care team, where she reviews a number of tickets and provides constructive feedback to the coordinators in private sessions. If given the chance, I would 100% love to work with Lauren again. Highly recommend!
Experience
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LANDR Audio Inc.
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Canada
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Musicians
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1 - 100 Employee
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Customer Operations Manager
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Mar 2020 - Present
Manage a team of 14 Support & Distribution agents Create an onboarding process for new employees Develop new processes to establish and grow the team Create FAQ articles and maintain the Help Center Maintain a high quality standard for CSAT Handle escalated contacts Create and maintain detailed reporting using Zendesk Explore Work with Product to identify improvement opportunities, user engagement and retention Manage a team of 14 Support & Distribution agents Create an onboarding process for new employees Develop new processes to establish and grow the team Create FAQ articles and maintain the Help Center Maintain a high quality standard for CSAT Handle escalated contacts Create and maintain detailed reporting using Zendesk Explore Work with Product to identify improvement opportunities, user engagement and retention
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Breather
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United States
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Real Estate
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1 - 100 Employee
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Customer Care Team Lead
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May 2018 - Mar 2020
Coached and mentored a team of 16 Customer Care Coordinators across various channels Maintained a quality standard of 92% and a customer satisfaction score of 94%Identified individual performance trends that increased agent efficiency, consumer satisfaction and brand impactIdentified intraday workload imbalance and reallocated resourcesHandled escalated contactsMaintained up to date metrics to ensure accurate dataMet with Product, Operations and Sales in order to improve process efficiencies across departmentsConducted phone and face-to-face interviews for all potential hires Show less
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Customer Care Coordinator
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Sep 2016 - May 2018
Provided support for members across all of our marketsConsistently solved the highest number of tickets 12 months runningCreated and maintained positive relationships with members, resulting in a yearly average of 99% customer satisfactionActively contributed to the company’s overall NPS goalsContributed to special projects
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Consumer Relations Agent
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Mar 2014 - Aug 2016
Provided professional and courteous customer service Addressed consumer complaints in a timely manner across various channels Processed and validated the return of unsatisfactory products Maintained communication with the distribution centers Supported Brand and Marketing initiatives by providing consumer feedback Ensured proper training of new employees Provided professional and courteous customer service Addressed consumer complaints in a timely manner across various channels Processed and validated the return of unsatisfactory products Maintained communication with the distribution centers Supported Brand and Marketing initiatives by providing consumer feedback Ensured proper training of new employees
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DAVIDsTEA
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Canada
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Retail
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300 - 400 Employee
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Tea Guide
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Oct 2010 - Oct 2014
Provided exceptional customer service Educated customers about products Ensured the proper function of the store Provided exceptional customer service Educated customers about products Ensured the proper function of the store
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Education
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2009 - 2013
Cégep du Vieux-Montréal
Social Work
Community
