Summary
Overview
Work History
Education
Timeline
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Jeremy Laurel

Austin,TX

Summary

Goal-driven professional with 6+ years of experience in customer success and human services. Experienced in fostering strong client relationships, consistently exceeding customer expectations, and driving significant revenue growth. Talented in navigating complex challenges to deliver exceptional outcomes. Ambitious and seeking a role that explores innovative approaches to enhance customer engagement.

Overview

7
7
years of professional experience

Work History

Customer Service Representative

UpliftDesk
05.2024 - Current
  • Manage customer inquiries across various communication channels, promptly resolving issues through disciplined work routines and effective workload prioritization
  • Consistently ranked in the top five monthly performers, displaying dedication to company success and reputation by effectively executing daily tasks aligned with KPIs.
  • Routinely achieve near-perfect quality scores through exceptional customer service, utilizing strong communication skills and in-depth knowledge of UpliftDesk products
  • Successfully assumed and entrusted with new responsibilities, including managing social media engagement and addressing customer inquiries on Amazon Seller Central

DSP

Austin State Supported Living Center
11.2023 - 04.2024
  • Provided direct care and support to individuals with Intellectual and Developmental Disabilities, nurturing their independence and enhancing functional skills
  • Implemented and reinforced personalized skill acquisition plans and behavior management strategies to advance residents' habilitation and social development
  • Collaborated closely with interdisciplinary teams, including behavioral health therapists and medical professionals, to develop and execute individualized treatment plans tailored to each resident's needs.
  • Accurately documented progress and behavioral changes to guide treatment planning and ensure continuous improvement in care and outcomes

Lead DSP

ResCare Community Living
03.2023 - 10.2023
  • Stayed up-to-date on state regulations and guidelines to ensure the highest quality of care for individuals with Intellectual and Developmental Disabilities, and provided thorough documentation to state agents as required for compliance and reporting
  • Maintained a safe and supportive living environment, promoting both physical and emotional well-being by teaching self-advocacy and independence
  • Coached and guided direct support staff on behavior management strategies and techniques, effectively reducing challenging behaviors and enhancing overall program success
  • Administered medications and treatments as delegated by registered nurses, ensuring accurate and timely delivery of care

Sales Representative

ShipStation
08.2019 - 06.2022
  • Increased user adoption of ShipStation solutions for eCommerce businesses and fulfillment centers by diagnosing customer challenges and aligning product offerings with their desired business outcomes
  • Nurtured buyer relationships to meet key timelines while identifying opportunities to introduce additional solutions, streamlining operations and enhancing customer lifetime value
  • Completed sales development courses and led Socratic discussions with teams, focusing on best practices to enhance call control and improve the qualification of target buyers
  • Tested and evaluated new software applications to validate their effectiveness and ensure seamless companywide implementation
  • Top 20% in sales averaging 2k+ sales every year generating $100k in monthly recurring revenue by converting inbound ShipStation trial users exceeding metric goals month-over-month

Software Advisor

Gartner
06.2017 - 07.2019
  • Advised buyers on software solutions across various industries by assessing their technical requirements, budget, and implementation timeline resulting in high-quality leads for partnering businesses
  • Analyzed vendor data and capabilities to provide tailored recommendations, staying informed about developments in vendor platforms and features
  • Achieved a 98% quality rating in 2017 and maintained a perfect 100% quality in 2018 and 2019, consistently exceeding quality assurance standards and enhancing Gartner's reputation as a premier lead generation service
  • Top 10% in lead qualifications, generated over 2,000 leads in 2018 and 2019

Education

BBA - Marketing

Texas State University
San Marcos, TX
08-2017

Undergraduate Studies -

Austin Community College
06-2015

Timeline

Customer Service Representative

UpliftDesk
05.2024 - Current

DSP

Austin State Supported Living Center
11.2023 - 04.2024

Lead DSP

ResCare Community Living
03.2023 - 10.2023

Sales Representative

ShipStation
08.2019 - 06.2022

Software Advisor

Gartner
06.2017 - 07.2019

BBA - Marketing

Texas State University

Undergraduate Studies -

Austin Community College

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Jeremy Laurel