Summary
Overview
Work History
Education
Skills
Timeline
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Laura Antonio

Warner Robins,Georgia

Summary

Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.

Overview

12
12
years of professional experience

Work History

Customer Service Manager

D&S Flooring
Warner Robins, GA
2015.11 - Current
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
  • Streamlined call response times for improved customer experience through effective communication techniques.
  • Maintained a high level of product knowledge to provide accurate information and support to customers.
  • Contributed to team success, consistently achieving call center performance metrics.
  • Developed effective time management strategies to efficiently handle multiple tasks simultaneously without compromising quality.
  • Actively participated in weekly team meetings, discussing challenges faced as well as solutions implemented towards improving overall departmental performance.
  • Skilled at working independently and collaboratively in a team environment.
  • Self-motivated, with a strong sense of personal responsibility.

Reverse Logistics Supervisor

Academy Sports And Outdoors
07.2013 - 07.2015
  • Enhanced warehouse efficiency by implementing reverse logistics processes and procedures.
  • Streamlined returns process for faster product turnaround and improved customer satisfaction.
  • Collaborated with cross-functional teams to identify areas of improvement in reverse logistics operations.
  • Reduced product damage and loss by implementing proper storage and handling procedures.
  • Established strong relationships with vendors, resulting in smoother return processes and increased collaboration.

Exceptions Clerk

Academy Sports And Outdoors
01.2012 - 07.2013
  • Enhanced customer satisfaction by resolving discrepancies and exceptions in client accounts.
  • Reduced processing errors by diligently reviewing financial transactions for accuracy and compliance.
  • Streamlined workflow processes through collaborating with team members to identify areas of improvement.
  • Increased efficiency by organizing and maintaining accurate records of exception items and resolutions.
  • Assisted with the implementation of new software systems, improving overall productivity within the department.
  • Played a key role in identifying potential fraudulent activities, working closely with security teams to protect client accounts.

Education

High School Diploma -

Houston County High School
05.2007

Skills

  • Data Entry
  • Data Collection
  • Multi-Line Phone Talent
  • Conflict Resolution
  • Microsoft Excel
  • Customer Relations
  • Written Communication
  • Problem Resolution

Timeline

Customer Service Manager

D&S Flooring
2015.11 - Current

Reverse Logistics Supervisor

Academy Sports And Outdoors
07.2013 - 07.2015

Exceptions Clerk

Academy Sports And Outdoors
01.2012 - 07.2013

High School Diploma -

Houston County High School

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Laura Antonio