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Lauren Phillips

@laurenphillips

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Technical Account Manager at RegEd resolving client issues in Trax and closing an average of 60 tickets per week.

United States

Message

At RegEd, I learned the Trax application and its regulatory framework without a formal technical background. I close an average of 60 tickets per week and gather program usage data in Excel to support account and issue-resolution work.

I partner with teams across L2, Product, Customer Experience, Regulatory/Certifications, Development, InfoSec, and Technology to escalate and resolve client issues. I document each interaction in the RegEd Support Center and have earned positive feedback from demanding, high-touch clients.

At Piedmont Wine Imports, I grew the regional B2B client base by nearly 100% in six months. I managed onboarding, order processing, escalations, and post-sale support.

Across restaurant and wine roles, I’ve managed service operations, inventory, vendor relationships, and budgets. At Poole’s Diner, I reduced beverage cost of goods from 29% to 23% in six months; at Standard Foods, I helped make the wine program profitable for the first time in three years.

Experience

Work history, roles, and key accomplishments

Current

Technical Account Manager

Current

RegEd

Jan 2026 - Present (9 months)

Closed an average of 60 tickets per week, more than 50% above department average. Learned RegEd's Trax application and regulatory framework, outperforming tenured colleagues within 5 months.

Excel Freshdesk Jira Confluence Regulatory Compliance Customer Relationship Management Issue Resolution Documentation

Shift Supervisor

Hearth Restaurant

Jan 2021 - Dec 2025 (4 years 11 months)

Managed daily front-of-house operations, including hosting, service, bar, and floor management. Handled guest escalations for Hearth and sister brand Brodo, and supported team onboarding and training.

Hospitality Team Leadership Guest Relations Training Documentation Sales

Sommelier

Somm Time

Jan 2023 - Dec 2024 (1 year 11 months)

Implemented and maintained a structured inventory management system, improving accuracy and ordering efficiency. Kept wine descriptions and tasting notes current for team consistency.

Inventory Management Wine Knowledge Communication Skills

Shift Supervisor & Bartender

Vita Vite

Jan 2017 - Dec 2021 (4 years 11 months)

Oversaw service operations in the kitchen and behind the bar. Managed inventory and ordering for the flagship location.

Operations Management Inventory Management Ordering Hospitality

Bartender / Manager

Apero

Jan 2019 - Dec 2020 (1 year 11 months)

Co-led the opening of Raleigh's first vermouth and apéritif bar, building cocktail and wine programs from scratch with a small team.

Bar Management Cocktail Programs Wine Programme Development Team Leadership

Sales Representative

Piedmont Wine Imports

Jan 2019 - Dec 2020 (1 year 11 months)

Grew the regional B2B client base by nearly 100% in 6 months through outreach and relationship-building. Managed the full client lifecycle including onboarding, order processing, and post-sale support.

B2B Sales Customer Relationship Management Onboarding Order Processing Marketing

Interim Wine & Service Director

Hummingbird

Jan 2018 - Dec 2018 (11 months)

Implemented service protocols that improved efficiency and guest satisfaction. Worked with events and catering teams to optimize scheduling, packages, and cost controls.

Service Protocols Event Planning Catering Cost Control Scheduling

Wine & Service Director

Standard Foods

Jan 2017 - Dec 2018 (1 year 11 months)

Turned around a failing wine program to reach profitability for the first time in three years through vendor management, staff training, and strict budgeting. Developed and led staff training programs that improved upselling and product knowledge.

Wine Program Management Vendor Management Corporate Trainer Budgeting Inventory Management Cost Control

Assistant General Manager & Wine Director

Poole's Diner

Jan 2016 - Dec 2017 (1 year 11 months)

Reduced beverage cost of goods from 29% to 23% in 6 months through vendor renegotiation and waste reduction. Managed inventory tracking and accounting records in Excel, and led staff education initiatives that increased profits by 15%.

Cost Control vendor negotiation Inventory Management Excel Corporate Trainer Customer Experience

Retail Sales Associate

Short Walk Wines

Provided personalized sales and customer education, specializing in making wine approachable and building long-term client relationships.

Retail Sales Customer Education Wine Knowledge Client Relationship Building

Retail Sales Associate

Vinyl Wine

Provided personalized sales and customer education, specializing in making wine approachable and building long-term client relationships.

Retail Sales Customer Education Wine Knowledge Client Relationship Building

Mathematics Teacher

Roxboro Community School

Taught Geometry and Advanced Functions to underperforming students, achieving strong outcomes through tailored instruction and accessible communication.

Teaching Geometry Advanced Functions Communication Skills personalized instruction