Lani Olinger
Ashland,NE
Summary
Customer Care Expert at Toast, with a strong background in technical troubleshooting, case management, and customer support. Experienced in building positive relationships, navigating complex challenges, and ensuring consistent, high-quality service. Brings a collaborative approach to team environments, and a focus on effective communication and problem-solving.
Overview
7
7
years of professional experience
Work History
Customer Care Expert
Toast, Inc.
01.2024 - Current
- Acted as the primary point of contact for customers with escalated technical issues, demonstrating expertise in diagnosing and resolving complex product- or service-related problems.
- Provided advanced technical support to customers and frontline agents via phone and email, ensuring timely resolution and customer satisfaction.
- Conducted in-depth troubleshooting, including analysis of system logs and software issues, to identify root causes, and implement effective solutions.
- Documented all customer interactions, including troubleshooting steps, solutions provided, and follow-up actions, in accordance with company policies and procedures.
- Maintained a high level of professionalism and empathy while managing escalated situations, effectively diffusing tensions, and ensuring a positive customer experience.
Customer Care Specialist
Toast, Inc.
01.2023 - 01.2024
- Worked directly with Toast customers over the phone and through case submissions to troubleshoot issues and provide helpful, accurate support.
- Used strong problem-solving and communication skills to understand customer needs, and find effective solutions.
- Escalated more complex issues when needed, and collaborated with other teams to ensure customers received timely resolutions.
- Continued building product knowledge through training sessions, reading support materials, and hands-on experience.
- Took detailed notes on each case to track common issues, and shared feedback to help improve the overall support process.
- Suggested tools or features that could benefit customers based on their needs and goals.
Coordinator of Services
T.E.A.M
05.2022 - 09.2022
- Collaborated with clients, their families, and interdisciplinary teams to assess individual needs, develop comprehensive care plans, and coordinate a range of support services tailored to each client's unique goals and preferences.
- Conducted thorough intake assessments and ongoing evaluations to identify strengths, challenges, and evolving needs, ensuring that services remained responsive and adaptive to clients' changing circumstances.
- Monitored service delivery and ensured compliance with regulatory requirements, agency policies, and industry best practices, maintaining accurate documentation and records to track progress, outcomes, and service utilization.
Team Leader
Nelnet
10.2020 - 05.2022
- Led a team of 15 customer service representatives in a fast-paced call center environment, ensuring adherence to quality standards.
- Conducted regular performance evaluations, provided constructive feedback, and developed action plans to address areas for improvement, leading to an increase in overall team productivity.
- Fostered a culture of continuous improvement and employee engagement through regular team meetings, recognition programs, and one-on-one coaching sessions.
- Acted as a point of escalation for complex customer issues, resolving conflicts, and ensuring customer satisfaction while upholding company policies and procedures.
- Generated reports and analyzed key metrics to identify trends, opportunities, and areas for improvement, providing actionable insights to senior management.
Lead Direct Support Professional
Trivium Life Services
01.2018 - 10.2020
- Provided personalized care and support to individuals with intellectual and developmental disabilities in a residential group home setting, fostering a safe, nurturing, and inclusive environment.
- Implemented individualized support plans developed in collaboration with interdisciplinary teams, ensuring that goals, preferences, and needs were addressed with dignity, respect, and cultural sensitivity.
- Documented all client interactions, observations, and progress notes accurately and comprehensively, ensuring compliance with regulatory standards and agency policies.
Education
High School -
Harry A. Burke High School
Omaha05-2018
Skills
- Product knowledge
- Case management
- Adaptability
- Strategic thinking
- Written and verbal communication
- Technical troubleshooting
- Customer relationship management
Timeline
Customer Care Expert
Toast, Inc.
01.2024 - Current
Customer Care Specialist
Toast, Inc.
01.2023 - 01.2024
Coordinator of Services
T.E.A.M
05.2022 - 09.2022
Team Leader
Nelnet
10.2020 - 05.2022
Lead Direct Support Professional
Trivium Life Services
01.2018 - 10.2020
High School -
Harry A. Burke High School
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