Lauren W.

Lauren W. has a diverse work experience that spans various industries and roles. Lauren started their career at the British Council in 2006 as a Foreign Language Assistant, where they taught English to primary school children. In 2008, they worked at the LEGO Group as a German Speaking Customer Service Advisor, handling customer inquiries and processing orders. From 2009 to 2010, Lauren worked as a Team Leader at Mitchells & Butlers, where they led a bar team and provided customer service.

In 2010, Lauren joined Sitel and initially worked as a Technical Support Advisor for the Sony PlayStation campaign, answering customer inquiries. Lauren was then promoted to a PlayStation Network Support Advisor, where they provided second-tier support and managed consumer accounts. Additionally, they worked as a Learning and Development Specialist for the Sony PlayStation campaign, delivering training and corporate inductions to new employees.

Lauren's experience at Sony Interactive Entertainment began in 2014 when they joined as a Consumer Services Specialist. In this role, they provided Tier 3 support for the PlayStation Network and Sony Entertainment Network, handling escalations from regional call centers. Lauren then progressed to become a Consumer Services Team Leader and later a Consumer Services Team Manager, leading teams and ensuring efficient resolution of advanced customer service queries.

In 2018, Lauren became a Training Program Manager for Sony Interactive Entertainment Europe (SIEE), where they developed training roadmaps and collaborated with regional contact centers. Their most recent role at Sony Interactive Entertainment was as a Senior Training Program Manager, working with global teams to design and deliver training content for internal and external teams, as well as leading the implementation of new customer service processes.

Throughout their work experience, Lauren demonstrated strong leadership skills, effective communication, and a commitment to providing excellent customer service.

Lauren W. attended Bangor University from 2004 to 2008, where they earned a Bachelor of Arts (B.A.) degree in English and German. In addition to their university education, they obtained a Level 5 Diploma in Learning and Development from the CIPD in March 2021. Lauren also completed a certification called "Blended Learning Essentials: Getting Started" from FutureLearn in August 2020.