Open To Work
Chelsea Lanaux
Landings Credit Union
Tempe,United States
Work Preference
Job Search Status:
Open to workDesired start date:
ImmediatelyDesired Job Title
Support Services SpecialistMember Service RepresentativeSaaS Customer Success RepresentativeService ManagerWork Type
Full TimePart TimeLocation Preference
RemoteOn-SiteHybridLocation:
Phoenix, AZOpen to relocation:
NoImportant To Me
Healthcare benefitsPaid sick leave401k matchWork from home optionWork-life balanceCompany CultureSummary
Results-driven support specialist prepared for impactful contributions in support services. Experienced in troubleshooting, problem-solving, and customer assistance. Strong focus on team collaboration and achieving results. Reliable and adaptable to changing needs. Skilled in communication, technical support, and process optimization.
Work History
Support Services Specialist
1 Year- Delivered exceptional member support through effective communication and problem-solving skills.
- Streamlined processes to enhance service delivery and improve member satisfaction.
- Collaborated with team members to ensure seamless service delivery and continuous improvement.
- Trained new support specialists on company policies and best practices, fostering teamwork and improving overall departmental performance metrics.
- Recognized for strong performance and promoted within three months to oversee operations in the manager’s absence.
Member Service Representative
11 Months- Provided exceptional member service by addressing inquiries and resolving issues efficiently.
- Processed account transactions accurately, ensuring compliance with credit union policies.
- Assisted in training new staff on operational procedures and customer service protocols.
- Mentored junior representatives, fostering a collaborative team environment focused on excellence in service delivery.
- Handled cash transactions securely, maintaining accurate cash drawer balances and preventing losses due to errors.
- Consistently met or exceeded performance metrics through proactive management of workload and effective prioritization.
SaaS Customer Success Representative
1 Year 2 Months- Developed customer engagement strategies to enhance retention and satisfaction.
- Coordinated onboarding processes for new clients, ensuring smooth transitions and effective usage of tools.
- Analyzed customer feedback to identify trends, implementing improvements to service delivery.
- Mentored junior representatives, fostering a collaborative environment and enhancing team performance.
- Served as an escalation point for complex or high-priority customer issues, providing swift resolutions that exceeded expectations.
- Cultivated customer advocacy by identifying potential case studies, testimonials, and referrals, resulting in increased brand awareness and credibility.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Service Manager
7 Years 4 Months- Led service department operations, ensuring optimal workflow and customer satisfaction.
- Developed and implemented training programs for service staff, enhancing team performance and efficiency.
- Resolved customer complaints in professional and timely manner.
- Managed customer inquiries and complaints, fostering positive relationships and improving retention rates.
- Analyzed service reports to identify areas of improvement.
- Hired, trained and supervised team of service staff members to meet business goals.
- Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
- Monitored service staff performance and provided feedback for improvement.
Education
- Mathematics
Skills
Remote support
Ticketing system expertise
Call center experience
Stress tolerance
Attention to detail
Problem-solving abilities
Adaptability and flexibility
Employee training
Timeline
Support Services Specialist
Landings Credit Union
06.2025 - Current
Member Service Representative
TruWest Credit Union
06.2023 - 05.2024
SaaS Customer Success Representative
Indeed
05.2022 - 07.2023
Service Manager
Steet Ponte/Carbone Auto Group
01.2014 - 05.2021
Le Moyne College
from Mathematics