SAM Team Member Spotlight: Lauren Kielb
Customer Care Center Manager at Storage Asset Management
Lauren Kielb
Q: Can you introduce yourself and provide some background on your role within SAM? What are your primary responsibilities and areas of expertise?
A: My name is Lauren Kielb, and I am the Customer Care Center (CCC) Manager. I’ve been with SAM for 4 ½ years. I started as a Store Manager at Storage Sense South Windsor, then came over to the CCC in October 2022 as a Customer Care Agent. From there, I became a Customer Care Team Leader, then Customer Care Supervisor. In my role as CCC Manager, my focus is overseeing the daily operations and performance of the CCC. This includes meeting with my team, including supervisors, team leaders, and agents, as well as collaborating with other departments and vendors. My intention is to enhance the customer experience for SAM through the development of our agents, department specialization, and the optimization of AI technologies.
Q: What attracted you to this role and our company?
A: My interest in joining the SAM team came from an employee who referred me and told me how amazing this opportunity and company would be for me. I was intrigued by a new opportunity in customer service, having come from retail/customer service I was looking for a new opportunity and expertise to explore and expand my horizons. What intrigued me to the CCC was exploring a new territory that I had never experienced before, and being able to be part of a brand-new department from the ground up was enticing.
Q: What do you enjoy most about working at SAM? Is there a specific aspect of your job or the company culture that you find particularly rewarding?
A: SAM culture is great! I love the collaboration and communication between departments. In my current role within the company, I find the hands-on experience with customers, agents, and the field the most rewarding. To able to positively impact customers and employees is gratifying and personally motivating.
Q: Has a memorable life lesson or advice shaped your outlook or approach to life and work?
A: One memorable life lesson I’ve learned in life/work is how to adapt in difficult situations and maintain composure. It has helped with work and life in handling stressful situations. Also, learning how others learn best in training/coaching has helped me be more adaptable as a person, flexible, and overall helped me strengthen my skills as a leader to be able to reach more people in different ways.
Q: Can you share a fun fact about yourself?
A: I love vegan cooking. I make pasta from scratch. I even make my own vegan ricotta for ravioli. My family and I almost started our own hummus business right before starting with SAM.
Q: Is there anything else you’d like to share about yourself?
A: I love spending time with my family. My husband, two sons, and I love hiking, watching movies, cooking together, and traveling.
Q: What is your go-to Sunday cleaning/organizing song?
A: My go-to Sunday cleaning/organizing/chilling songs would have to be either “Silver Springs” by Fleetwood Mac or “Rich Girl” by Darryl Hall & Oates.
Check out our SAM Team Member Favorites playlist on Spotify!