Lauren is a seasoned business executive with over 16 years experience in operations
management, process/systems development and strategic planning in
the high-technology industry. She has been with Customer
Centricity for over 2 years, since its inception. In that
time, she has assisted clients in many areas, including service
management assessments, competitor analyses, data integrity
initiatives, bootstrapping call centers, and pre-acquisition due-dilligence. She is particularly skilled in
helping companies align their systems and processes with their
Prior to CCI, as a Director in Genuity's Information Services organization,
Lauren was responsible for ensuring Genuity's systems and
processes were aligned with the evolving needs of the business.
She was instrumental in the design and implementation of Genuity's
company-wide eCRM initiative.
Lauren also reengineered processes and systems within Genuity's
Operations organization to enable the decreased delivery times
required of their trademark network platform, Black Rocket.
As Genuity evolved from BBN/GTE Internetworking through merger and
acquisitions activities, she was responsible for driving the
integration of operational organizations, processes, and systems. In
addition, she managed a major project to improve the overall data
integrity of Genuity's customer databases, an effort for which she
was awarded the GTE Chairman's Leadership Award.
Lauren was previously a Senior Consultant in the Technology
Services division of Andersen Consulting. She has a BA in Computer
Science from Amherst College and an MBA from the MIT Sloan School