Lauren Roberts
Norfolk,VA
Summary
Hardworking and results-driven professional focused on delivering exceptional support. Strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Strong communication and interpersonal skills for providing superior customer service. Eager to achieve company goals.
Overview
9
9
years of professional experience
Work History
Member Services Associate
Brightside Health
10.2023 - Current
- Maintains detailed knowledge of company to better serve member needs.
- Responds to customer calls and emails to answer questions about services.
- Updates account information to maintain customer records.
- Enhances member satisfaction by providing exceptional customer service and promptly addressing inquiries.
- Handles sensitive situations with discretion, protecting member privacy while resolving conflicts swiftly.
- Trains new Member Service Associates, sharing best practices for delivering top-notch customer support.
IT Help Desk Technician
United States Army Reserves
03.2019 - Current
- Walks individuals through basic troubleshooting tasks.
- Provides Tier 1 IT support to non-technical internal users through desk side support services.
- Installs, modifies, and repairs software and hardware to resolve technical issues.
Administrative Legal Assistant
Friedman, Framme & Thrush, P.A.
12.2016 - 10.2023
- Completed data entry of legal documents into electronic filing systems.
- Managed paper filing systems by routing various documents and managed incoming and outgoing mail.
- Produced legal documents such as Wills, Power of Attorneys and Retainer Agreements.
- Ensured accuracy of legal documents by proofreading, editing, and verifying proper formatting according to court guidelines.
- Conducted research on legal cases and prepared summaries for attorneys.
- Managed client records while observing confidentiality, and extreme discretion.
- Professionally managed issues in busy, high-stress situations.
- Prioritized and handled multiple assignments and maintained firm commitment to deadlines.
- Contacted clients to schedule appointments and discuss progress of cases.
- Prepared invoices to customers and processed payments.
- Answered a multi-line phone system and routed calls.
- Trained new employees.
Hourly Manager
McAlisters Deli
05.2015 - 12.2016
- Opened and closed location.
- Monitored shift changes to uphold successful operations strategies and maximize business success.
- Labeled products, rotated stock and fronted merchandise for appealing display.
- Checked product levels and placed product orders.
- Handled team member cash outs, reported discrepancies and maintained precise financial records.
- Maintained a professional demeanor when addressing unhappy customers.
- Maintained a professional, organized, and safe environment for employees and patrons.
Education
Bachelor of Science - Criminal Justice
Ferrum College
Ferrum, VA08.2015
High School Diploma -
Goochland High School
Goochland, VA05.2011
Skills
- Administrative Support
- Customer Service
- Legal Ethics
- Microsoft Office
- Data Entry
- Complex Problem-Solving
- Teamwork and Collaboration
- Time Management
Timeline
Member Services Associate
Brightside Health
10.2023 - Current
IT Help Desk Technician
United States Army Reserves
03.2019 - Current
Administrative Legal Assistant
Friedman, Framme & Thrush, P.A.
12.2016 - 10.2023
Hourly Manager
McAlisters Deli
05.2015 - 12.2016
Bachelor of Science - Criminal Justice
Ferrum College
High School Diploma -
Goochland High School
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