Lauren Cerny is an experienced customer experience professional with a strong background in managing teams and operations across various industries. Currently, as Manager of Customer Experience at Calm since October 2017, Lauren oversees an on-shore team and an off-shore BPO contract, achieving significant cost savings through a tech stack consolidation and structural overhaul. Prior roles include Customer Experience Operations Lead at Calm, where Lauren implemented new processes and handled complex support requests, and positions at FairClaims and Yoshirt, focusing on customer support and operational management. Lauren began a career in customer support roles at companies such as Strava, Whistle, and Glu Mobile, complemented by a Bachelor of Arts in Sociology from Sonoma State University.
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