Lauren Wiginton

WORK HISTORY

EDUCATION

SKILLS

ABOUT LAUREN WIGINTON

As a high impact business leader I drive customer-focused operational strategies that generate record levels of revenue, employee engagement and customer retention. A valued member of leadership teams, I am noted for aligning stakeholders across the enterprise around transformational change. By blending industry knowledge, analytical skills and business savvy with passion, transparency, engaging interpersonal style and infectious enthusiasm I deliver results. Sales and Strategic Account Leadership – Led multiple sales teams to new levels of performance while delivering double digit profitable growth YOY. Recruited, developed and coached account managers, increasing sales and retention. Played key role in retaining and growing key F250 accounts. Organizational and Cultural Transformation – Overhauled approach to marketplace through “customer first” and employee-centric principles, increasing employee engagement by double digits and reducing turnover double digits while improving customer satisfaction. Customer Success – Innovated operational model that boosted service delivery efficiencies double digits, increased NPS and accuracy double digits. Initiated cross functional team restructuring to engage all members to deliver on aggressive targets, increasing sales of add-on products. Process Improvement – Executed 20+ projects resulting in new standard operating procedures, 15 re-engineered business processes, and multiple customer communication revisions, boosting cross functional collaboration. Elevated role of CE organization to deliver strategic enterprise value. Performance-based Training and Professional Development – Introduced first-ever mentor training for succession planning. Implemented new performance and development program to measure CX KPI’s. Documented training for six customer-facing roles to drive consistency in delivery of the CX.