Lauren brings over ten years of Project and Contact Center Management experience to JDA TSG. As the Operations Support Manager, she applies her strategic problem-solving skills to optimize and maintain system processes within the organization.
Prior to joining JDA, Lauren was the Operations Manager at Baker Tilly, where she led large-scale project management for the firm. She successfully set up and managed a contact center with a staff of over 300 who processed $361.5 million in CARES Act Funding claims for a tribal nation heavily impacted by COVID-19. This resulted in an additional $1.86 billion in funding appropriated to the nation.
Lauren also worked as the call center manager for the Emergency Rental Assistance Program for two counties in Indiana, distributing over $14 million to qualified applicants.
Upon wrap-up of the Emergency Rental Assistance Program, Lauren became the Client Relationship Manager for a partnership with one of the world’s largest tax prep companies, overseeing recruitment efforts to increase staffing from 25 to 750 in under 18 months. She served as the primary point of contact for all aspects of the project, procedures and streamlining processes to adapt to the rapid growth of the partnership.
Lauren lives in Dunmore, Pennsylvania with her two sons and two dogs. She is an advocate in the local animal rescue community and volunteers her time helping to rehome local pets and assist with reuniting lost pets with their families. Lauren is an avid photographer and takes photos for local sports teams. She also enjoys watching her boys play soccer and run track.
- Call center set up and management
- Employee recruitment, retention and training
- Customer service support
- Problem-solving to develop and streamline business practices
- Motivating and encouraging professional growth of team members
- Manager of Service Operations, Baker Tilly
- Albright College, Business Administration & Marketing