Heather Laut
Casselberry,FL
Summary
Diligent project coordinator with solid background in coordinating diverse projects from inception to completion. Successfully supported cross-functional teams to achieve project milestones and deliverables. Demonstrated effective communication and organizational skills in fast-paced environments.
Overview
15
15
years of professional experience
Work History
Client Service Specialist
Edward Jones
08.2022 - Current
- Provided knowledgeable service and support for all customer needs.
- Maintained detailed records of client interactions, facilitating seamless handoffs between team members when necessary.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Consistently met or exceeded performance metrics related to service quality, response time, and customer satisfaction scores.
- Acted as a liaison between customers and technicians, ensuring timely completion of tasks and optimal communication throughout the process.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Educated clients on various financial matters and provided professional recommendations on investment opportunities, products, and services based on each clients' individual needs.
- Developed comprehensive financial plans for clients to achieve short-term and long-term goals.
- Delivered strategic investment advice for individual and corporate clients.
- Analyzed clients'' risk tolerance levels, developing customized investment portfolios that aligned with their personal objectives.
Project Coordinator
Columbia University
10.2015 - 03.2020
- Kept projects on schedule by managing deadlines and adjusting workflows.
- Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
- Liaised between departments to facilitate communication and keep appropriate parties updated on project developments.
- Enhanced team collaboration through regular meetings, fostering a positive work environment for increased productivity.
- Prepared meeting agendas and minutes for distribution and record keeping.
- Played an active role in brainstorming sessions held for the purpose of generating innovative ideas/solutions which could potentially be incorporated into existing/new projects being undertaken by the company.
- Managed budgets effectively, ensuring resource allocation was optimized for maximum project success.
- Maintained database and spreadsheets with accurate inventory and status.
- Maintained accurate documentation of all projects, facilitating efficient audits and future reference.
- Responded to requests for information on materials to inquiring parties.
- Assisted with onboarding newly hired staff members and coached on task prioritization.
- Tracked hours and expenses to keep project on task and within budgetary parameters.
- Decreased project completion times by efficiently prioritizing tasks and delegating responsibilities to team members.
- Developed comprehensive project plans, outlining scopes, timelines, deliverables, and milestones.
- Identified potential risks and developed mitigation strategies to minimize disruptions to project timelines.
- Implemented appropriate policies and controls for department.
Executive Assistant
Core Tech Associates
07.2009 - 07.2015
- Handled confidential and sensitive information with discretion and tact.
- Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time.
- Maintained confidentiality with sensitive documents, ensuring proper storage and distribution as needed.
- Processed travel expenses and reimbursements for executive team and senior management group.
- Organized and coordinated conferences and monthly meetings.
- Managed office inventory, tracking supplies and placing orders to ensure smooth daily operations.
- Answered high volume of phone calls and email inquiries.
- Provided professional administrative support during board meetings, including agenda preparation and minute-taking duties.
- Screened calls and emails and responded accordingly to support executive correspondence.
- Supported executives in decision-making processes by conducting research and presenting findings in clear formats.
Education
Bachelor Of Applied Science - Clinical Psychology
Queens College
Flushing, NY05.2015
Skills
- Exceptional communication
- Documentation skills
- Project Coordination
- Time Management
- Team Coordination
- Salesforce
- Project Management
- Schedule & calendar planning
- Meticulous attention to detail
- Customer Service-Oriented
Timeline
Client Service Specialist
Edward Jones
08.2022 - Current
Project Coordinator
Columbia University
10.2015 - 03.2020
Executive Assistant
Core Tech Associates
07.2009 - 07.2015
Bachelor Of Applied Science - Clinical Psychology
Queens College