Laura has been overseeing People Element’s research and data collection since 2010. She determines call center operational strategies and maintains professional and technical knowledge by tracking emerging trends in call center operations management and benchmarking state-of-the-art practices. Prior to People Element, Laura utilized her communication and customer service skills for the call centers of Dish Network. Until 2009, Laura honed her training and leadership skills as a corporate trainer, manager, and general manager at several restaurant companies, including Romano’s Macaroni Grill. Laura holds a Bachelor of Science degree in Political Science from Metropolitan State College of Denver.