Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative

Laura Sturm

Omaha,NE

Summary

Knowledgeable and dedicated customer service professional with extensive experience in Social Security Administration. Solid team player with outgoing, positive demeanor. Motivated to maintain customer satisfaction and assist the public with any needs related to Social Security by providing relevant information and options to successfully resolve issues.

Overview

10
10
years of professional experience

Work History

Service Representative

Social Security Administration
Omaha, NE
11.2012 - Current
  • Have extensive knowledge of the following programs: Retirement, Survivors, Disability, Supplemental Security Income and Health Insurance programs such as Medicare.
  • Inform customers of available online, phone and automated services applicable to Social Security Card number issuances and benefits payable.
  • Protects the privacy of all customers and employees by adhering to security and disclosure guidelines.
  • Consistently demonstrates, accurately interprets, and effectively applies in-depth knowledge of Agency programs and policies, including effectively assisting customers with complex or pressuring situations, issues and concerns.
  • Strive to ensure that the answers and information provided are tailored specifically to the needs of the customer without loss of quality.
  • Effectively provide services to difficult customers when addressing the most challenging situations, while maintaining composure and professionalism.
  • Adapt easily when responding to shifting priorities, unanticipated resource shortages, or other obstacles, and readily volunteer for challenging tasks that might have a tight deadline.
  • Demonstrate excellent communication and leadership skills, conducting presentations for the Omaha, NE field office of around 50 associates.
  • Have a positive attitude in an ever-changing fast-paced environment.
  • Help keep morale high by introducing the need for team building activities within the office.
  • Maintain productivity and quality standards at all times.
  • Help a large volume of customers every day with a positive attitude and focus on customer satisfaction.
  • Respond to customer concerns with friendly and knowledgeable service and remedy issues promptly and effectively.

Counter Manager

Von Maur Estee Lauder
Omaha, NE
05.2012 - 11.2012
  • Exceeded goals and expectations on sales and performance set forth by Von Maur and Estee lauder.
  • Consecutively each month sales were up by at least 10% from the previous year.
  • Led by example-coached associates on how to sell and explain products and usage.
  • Built long-term customer relationships by listening to their needs and wants.
  • Analyzed daily, weekly and monthly business sales for the department managers of Von Maur and general manager of Estee Lauder.
  • Implemented effective scheduling to guarantee proper coverage at all times based on business needs.
  • Helped associates meet or exceed personal goals by mentoring.
  • Conducted team meetings prior to major events and launches, conducted brief beauty advisor touch-base meetings on a regular basis.
  • Budgeted, audited and balanced cash handlings to secure cash drawer.
  • Recommended, selected and helped locate or obtain specific merchandise based on customer needs and desires.
  • Operated cash register to accurately complete customer financial transactions.
  • Facilitated strategies to present and sell merchandise through regular product demonstrations.
  • Sold merchandise through effective customer service techniques and professional selling skills to reach productivity goals.
  • Trained, coached and motivated a three person team to achieve personal productivity and company goals and objectives.
  • Performed all stock keeping processes and assisted in replenishing all items as per company policy.
  • Set and updated weekly work schedules to meet coverage demands by considering factors like expected customer levels, planned promotions and individual employee strengths.

Education

Bachelor of Science - Mass Communication, Broadcasting, Advertising

Wayne State College
Wayne, NE

Skills

  • Efficient and Detail-Oriented
  • Upbeat and Positive Personality
  • Customer Data Confidentiality
  • Courteous with Strong Service Mindset
  • Multitasking and Prioritization
  • De-escalation Techniques
  • Calm and Professional Under Pressure
  • Understanding Customer Needs
  • Building Customer Trust and Loyalty
  • Creative Problem Solving

Timeline

Service Representative

Social Security Administration
11.2012 - Current

Counter Manager

Von Maur Estee Lauder
05.2012 - 11.2012

Bachelor of Science - Mass Communication, Broadcasting, Advertising

Wayne State College

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Laura Sturm