Colleen Laib
Darby,MT
Summary
Knowledgeable and dedicated customer service professional with extensive experience in this industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
21
21
years of professional experience
Work History
Residential Cleaning and Owner
C & L Cleaning And Landscaping
Darby, MT
01.2021 - Current
- Removed bed sheets and towels from rooms and pre-treated stains to maintain and restore linen condition.
- Spray disinfectant all sinks. tubs,showers and toilets clean all mirrors wipe down all cupboards inside and out
- Hand-dusted and wiped down office furniture, fixtures and window sills to keep areas clean and comfortable.
- Dusted picture frames and wall hangings with cloth.
- Slid beds, sofas and other furniture aside to wipe down baseboards and remove dust and dirt from hard-to-reach areas.
- Clean and disinfected all counters, stove, microwave, refrigerator. Clean and Disinfect under all appliance's
- Vacuum, Mop or Steam Mop All floors
Assistant Manager
Triple Creek Ranch
Darby , MT
04.2016 - 04.2022
- Coordinated daily workflow through task prioritization and concise scheduling.
- Evaluated employee performance and recommended promotions, transfers and dismissals.
- Monitored priorities and liaised between maintenance team and management, delegating tasks to complete on time.
- Selected most suitable cleaning materials for different types of linens, furniture, flooring and surfaces.
- Drove continuous commitment to product quality and safety, reducing downtime and overtime with effective budgeting and assignation of talents as well as resources.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours; night, weekend, and holiday shifts.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Maintained energy and enthusiasm in fast-paced environment.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Developed and maintained courteous and effective working relationships.
Call Center Customer Service Representative
National Truckers Services Directory
Mackay, ID
04.2006 - 02.2014
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Documented and detailed calls and complaints using call center's CRM database.
- Answered over 100 calls per shift to meet fast-paced call center demands.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Handled over [Number] calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
- Created and maintained detailed database to develop promotional sales.
Document Controller
Idaho National Engineering And Environmental Laboratory
Arco, ID
01.1999 - 08.2004
- Carefully reviewed all documents and reports for completeness and accuracy.
- Scanned, filed and transmitted various documents and adhered to digital filing procedures.
- Provided support for document controls and worked with contract documents.
- Managed technical documentation flow of engineering, project management and construction activities.
- Monitored due dates and deadlines and worked to submit all documents on time or early.
- Used Adobe Acrobat, Blue Beam and ProjectWise for document management and enhancements.
- Provided assistance with inbound and outbound document processes, document sorting, logging and work order creation.
- Worked with internal staff to process documents and sent for closing.
- Prepared digital files, physical documents and work requests in compliance with company guidelines.
- Transmitted documents, organized revisions and tracked changes.
- Maintained organized and efficient document flows by using excellent planning and multitasking skills.
- Created project control documentation to support needs of important projects.
- Liaised with project teams, vendors and third parties on documentation flow, handover and project close-out.
- Allocated unique document numbers to internal documents and incoming external documents and tracked in database.
- Proofread filenames, titles and submittal details to streamline submittal and avoid rejection.
- Maintained document archive and file server of approved documents and drawings to provide easy traceability and retrievability.
- Coordinated document exchange between departments, contractors, suppliers and customers.
- Checked accuracy and completeness of documents to identify deficiencies and recommend corrective actions.
- Complied with safety regulations as outlined in organizational procedures to minimize issues.
Education
High School Diploma -
West Jordan High School
West Jordan, UT05.1989
Skills
- Upbeat and Positive Personality
- Employee Coaching and Motivation
- Managing Operations and Efficiency
- Confidentiality and Data Protection
- Calendar Maintenance
- Understanding Customer Needs
- Upselling Products and Services
- Building Customer Trust and Loyalty
- Problem Resolution
- COVID-19 Safety Procedures
Timeline
Residential Cleaning and Owner
C & L Cleaning And Landscaping
01.2021 - Current
Assistant Manager
Triple Creek Ranch
04.2016 - 04.2022
Call Center Customer Service Representative
National Truckers Services Directory
04.2006 - 02.2014
Document Controller
Idaho National Engineering And Environmental Laboratory
01.1999 - 08.2004
High School Diploma -
West Jordan High School
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