Lara Larson

• Delivered pizza orders to customers in a timely and accurate manner, ensuring a high level of customer satisfaction
• Utilized a delivery vehicle to travel to various locations within a designated delivery area, navigating through traffic and unfamiliar areas
• Handled cash and credit card payments, maintained accurate records of deliveries, and followed safety protocols while on the road
• Assisted with food preparation and maintained the cleanliness of the delivery vehicle and work area
• Communicated effectively with customers, coworkers, and management to ensure a smooth and efficient delivery process
• Consistently met and exceeded daily delivery targets, resulting in increased customer satisfaction and repeat business

Patient evaluation and pre-testing, gathering medical history information, and conducting any necessary tests or screenings that are required prior to the patient seeing the physician.

Responsibilities included documenting any patient needs or issues that arise during the check-in and evaluation process, including concerns or questions they may have about their vision needs.

Demonstrated expertise in managing escalated contacts and effectively resolving complex customer issues, while facilitating collaboration across multiple departments to provide seamless solutions for shipping and warranty concerns.

Facilitated and conducted team meetings, educating agents on proper de-escalation skills, professionalism, improving KPIs, Important updates and team build activities.

• Consistently exceeding all metrics, including quality scores, CSAT, and wrap-up time, while providing exceptional customer service. • Providing support to customers via inbound calls, chats, and emails, resolving issues related to orders, shipping, and delivery, and ensuring an overall amazing customer experience. • Offering suggestions and testing new quality forms for Purple, and proficient in all computer systems used for the position. • Successfully trained new employees in calls, emails, chats, and computer systems.

• Consistently exceeding all performance metrics, including quality, handle time, and CSAT. • Training new employees in calls, computer systems, and products. • Handling inbound calls, then promoted to email teams, taking care of members quickly and effectively. • Personally taking care of members at conventions, directing them to classes and providing assistance as needed. • Received awards weekly and monthly for having the best stats on the team, and was named Employee of the Month several times.

• Consistently meeting or exceeding monthly goals, including average call time, quality scores, and customer surveys. • Assisting Authorize.net customers with service setup and training, including connecting to their website to accept payments from customers. • Successfully training new employees in taking calls and using computer systems

Verifications Clerk, American Express Retention 1996 - 2010 • Tracked performance of agent verifications on the floor, provided feedback to Team Leaders, Operations Manager, and Account Managers on performance for various American Express programs. • Maintained detailed files of agent-verified information and ran daily reports to ensure that verifiable sales were recorded accurately. • Sent out weekly reports to employees and performed other duties as needed. • Confirmed and reported all audited sales to clients and resolved Record on Demand issues.

Sales and Service Consultant, American Express • Received inbound calls for the MCS OSBN program to retain business card memberships for American Express. • Encouraged usage of American Express card to current card members, upgraded cards, and added special features to existing accounts.

Sales and Service Consultant, DirecTV • Served consumers interested in purchasing DirecTV service and equipment. • Assisted DirecTV customers with their accounts, upgraded their services, and updated their billing status. • Accountable for team members and their billable phone time on the weekends.