Lauren Giblin

About Lauren Giblin

I’m passionate about building support experiences that actually work for customers, agents, and businesses. Over the past several years, I’ve focused on streamlining customer experience and support operations in fast-moving SaaS environments. That’s included everything from redesigning workflows and improving internal processes to partnering with cross-functional teams to align support strategy with bigger business goals.I love digging into messy systems, finding opportunities for improvement, and creating solutions that scale. I’m especially interested in how great CX comes from well-designed processes, clear communication, and empowered support teams, not just tools or tech. My work is driven by a mix of curiosity, structure, and a belief that small changes can lead to big impact.

Experience

1. Implementation Consultant

   Envoy

   Sep 2021 — Present

   I provide expert consultation and implementation support for customer support platforms, with a focus on Zendesk and Intercom. My work helps clients scale their support operations, improve efficiency, and create seamless customer experiences.Key contributions:Led end-to-end implementations of Zendesk and Intercom, customizing workflows, automations, and ticketing systems based on client needs and CX best practices.Collaborated with clients to assess their support strategies and designed scalable solutions that improved resolution time, agent efficiency, and customer satisfaction.Integrated support platforms with third-party tools such as CRMs and internal systems to streamline operations and unify customer data.Delivered in-depth training sessions to support teams and created documentation to ensure long-term usability and success.Provided ongoing platform optimization, including troubleshooting, performance monitoring, and the application of emerging features — including AI tools and automation — to enhance both agent and customer experience.Partnered with cross-functional teams (e.g, engineering, product, web, and design) to develop holistic, forward-thinking support systems aligned with broader business goals.Produced data-driven reports using platform analytics to surface insights and support strategic decision-making.

Education

• SUNY Broome Community College

  Associate's degree, Mass Communication/Media Studies

  1999 — 2002

• Texas State University

  Bachelor of Science (B.S.), Public Relations

  2015 — 2016

Skills

• Microsoft Office
• Sales
• Public Speaking
• Microsoft Word
• Powerpoint
• Research
• Management
• Customer Service
• Social Media
• Leadership