Emily Laughlin
Overview
6
6
years of professional experience
Work History
Customer Service Manager
Ison's Nursery & Vineyard
07.2023 - 11.2023
- Communicated with customers and community members on muscadines and other fruits, nuts, and berries.
- Updates products on website
- Respond to emails and phone calls in a timely manner for customers
- Respond to customer requests for products, services, and company information.
- Worked outreach booths to educate the community about muscadines and other fruiting plants.
- Work with vendors for ordering supplies for the company and to add new products to the website
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Developed and offered unique discount options to drive interest in new product lines.
Event Coordinator
Miami-Dade Animal Services
02.2022 - 01.2023
- Liaised with marketing and PR colleagues to promote special events in social calendars.
- Consulted with customers to determine objectives and requirements for events.
- Managed event logistics and operations.
- Developed post-event reports to determine effectiveness of each event.
- Brainstormed and implemented creative event concepts and themes. Example: 'Greatest Shelter on Earth' Circus theme.
- Created and maintained event expenditures, budgets and calendar
- Evaluated and selected service providers and vendors according to customer requirements.
- Coordinated schedules and timelines for events.
- Worked with a variety of departments including volunteer, foster, medical, and social media to execute pet adoption events
- Received and responded to customer requests via letters, emails, telephone calls and in-person interactions.
Municipal Lien Search Analyst
PropLogix
06.2021 - 01.2022
- Interpreted city responses in order to create a final report for house closings
- Develop and maintain customer service relationships with over 400 municipalities
- Obtain necessary information from municipalities, and other outside agencies to put together reports for requested addressed
- Organized, sorted, and checked input data against original documents.
- Performed quality assurance to meet appropriate standards and facilitate improvement of processes.
- Worked with utility companies to receive reports for liens against properties
- Sorted documents and maintained organized filing process.
Assistant Supervisor
Busch Gardens Tampa Bay
04.2021 - 09.2021
- Appling strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet any daily tasks
- Reviewing and editing all training materials for accuracy and company policy
- Aided in Guest Services for events at park
- Developed resident camp material including new games, curriculum, handbooks, and protocols
- Working within teams to provide the best material possible
- Creating camp requests for within other departments for everyone to approve and be on same page for camps
- Analyzing data and information from previous years to help grow the program.
- Staying updated on covid safety regulations and recommendations to uphold camper and counselors safety
- Developed and implemented strategies to improve guest experiences and build loyalty.
Vet Assistant Receptionist
Bay Road Animal Hospital
09.2020 - 04.2021
- Answered central telephone system and directed calls accordingly.
- Confirmed appointments, communicated with clients and updated client records.
- Kept reception area clean and neat to give visitors positive first impression.
- Liaised with vendors, contractors and professional services personnel to properly process orders.
- Resolved customer problems and complaints.
- Supported various administrative duties by proofreading, transcribing and invoicing.
- Managed multiple tasks and met time-sensitive deadlines.
Educator II/Marketing Coordinator
Sarasota Jungle Gardens
05.2019 - 09.2020
- Collaborated with other departments to ensure high quality experiences for guests
- Maintained a budget for the education department to ensure all supplies for camp
- Assured that all activities and camps were in compliance with companies standards and policies
- Coordinate and oversee all training and shifts of volunteers, docents, and interns
- Used positive reinforcement and operant conditioning to train animal ambassadors for public encounters.
- Daily husbandry for all animal ambassadors including diets, cleaning, enrichment, and training
- Travel to offsite locations setting up booth events, promoting the facility as well as having public interact with live animals
- Develop programs to be implemented to be more environmentally friendly and to promote conservation
- Monitored camp counselors performance and provided coaching and constructive guidance to address areas of concern.
Online Website Manager
Ison's Nursery & Vineyard
01.2018 - 10.2020
- Trained support staff in site implementation, updating and maintenance procedures.
- Coordinated with developers and designers to confirm websites are user-friendly, visually appealing and optimized for SEO.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Updated products on website
- Responded and emails in a timely manner for customers
- Prepared technical documents for communication to site engineers and media designers
- Worked with vendors to keep new products coming in
Education
Master of Arts - Biology - With A Focus On Conservation Education
Miami University
Oxford, OH2024
Bachelor of Science - Zoological Science
The University of West Florida
Pensacola, FL12.2018
Skills
- Events logistics management
- Vendor and contract negotiations
- Event sales
- Time management
- Guest accommodations
- Guest experiences
Timeline
Customer Service Manager
Ison's Nursery & Vineyard
07.2023 - 11.2023
Event Coordinator
Miami-Dade Animal Services
02.2022 - 01.2023
Municipal Lien Search Analyst
PropLogix
06.2021 - 01.2022
Assistant Supervisor
Busch Gardens Tampa Bay
04.2021 - 09.2021
Vet Assistant Receptionist
Bay Road Animal Hospital
09.2020 - 04.2021
Educator II/Marketing Coordinator
Sarasota Jungle Gardens
05.2019 - 09.2020
Online Website Manager
Ison's Nursery & Vineyard
01.2018 - 10.2020
Master of Arts - Biology - With A Focus On Conservation Education
Miami University
Bachelor of Science - Zoological Science
The University of West Florida