Summary
Overview
Work History
Education
Skills
Timeline
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Laura Bishop

Eagle Mountain,UT

Summary

Professional with significant expertise in team leadership and operational management. Proven track record in driving team collaboration and delivering impactful results. Skilled in conflict resolution, process optimization, and strategic planning, with flexible approach to evolving business needs. Known for reliability, strong communication, and fostering productive work environment.

Overview

8
8
years of professional experience

Work History

Supervisor + Customer Experience Expert

1-800 Contacts
10.2022 - 06.2025
  • Permissions to expertly access all company functions including inventory, finance, and shipping.
  • Creating and initiating SOPs as needed through daily data recording and reporting.
  • Analyzed customer feedback to identify trends, driving improvements in service delivery processes.
  • Developed and implemented training programs for new staff, enhancing product knowledge and service skills.
  • Monitored key performance indicators, providing reports to management for strategic decision-making.
  • Mentored team members in best practices, fostering a culture of continuous improvement and accountability.
  • Continuously monitored team performance through KPIs, addressing any areas of concern promptly and effectively.
  • Managed escalations from customers, ensuring they received prompt attention from the appropriate team member or department head.
  • Reviewed overdue tickets and followed-up with customer support personnel to resolve root cause of delay.
  • Assisted team members in resolving customer satisfaction issues.
  • Analyzed reports, surveys and vendor relations and completed support assessments to improve first call resolution.
  • Processed payments and applied customer balances.
  • Maintained high volume of calls while meeting the demands of busy and productive department goals.
  • Negotiated to collect balance in full.
  • Achieved successful debt collection results by utilizing negotiations skills and developing customized payment plans.
  • Effectively navigated skip tracing, chargebacks, refunds, check issuing.

Registered Behavior Tech

Breaking Barriers
01.2021 - 01.2022
  • Created and implemented clinic mission statement along with detailed staff SOP.
  • Assist with hiring, firing, scheduling, and extensive training within RBT field.
  • Implemented individualized treatment plans to support clients in developing essential behavioral skills.
  • Monitored client progress and documented behavioral data to ensure effective interventions.
  • Collaborated with interdisciplinary teams to refine therapeutic approaches and enhance client outcomes.
  • Assisted in training new staff on behavior management techniques and organizational protocols.
  • Engaged clients in structured activities to facilitate skill acquisition and social interaction.
  • Prevented instances of maladaptive behavior escalation using de-escalation techniques while maintaining a safe environment for both staff members and clients alike.
  • Managed crisis situations with professionalism, ensuring the safety of all individuals involved while adhering to established protocols.

Registered Behavior Tech

Emerald Coast Behavior
01.2020 - 01.2021
  • Created and implemented mission statement and employee policy for newly developed business.
  • Create care plans for special needs children in cooperation with staff, school, and family.
  • Utilized positive reinforcement strategies to promote desired behaviors in clients during sessions.
  • Fostered a supportive environment that encouraged client participation and confidence-building activities.
  • Observed, monitored and recorded problem behaviors through accurate behavior-consequence data collection, graphs, and anecdotal notes.
  • Assisted Board Certified Behavior Analysts in designing personalized treatment plans tailored to each client''s needs and goals.
  • Developed rapport with clients and families, fostering trust and open communication essential to successful treatment outcomes.
  • Collaborated with multidisciplinary team members for comprehensive treatment planning and optimal outcomes.
  • Led training sessions for new technicians, enhancing team's overall skill set and quality of care.

Optician

America's Best
01.2017 - 01.2019


  • Synergy within a small office requires knowing each office position and filling in as needed.
  • Assisted customers in selecting eyewear styles and lenses based on individual needs.
  • Conducted vision tests using specialized equipment to determine prescription accuracy.
  • Maintained inventory of frames and lenses, ensuring optimal stock levels for customer demand.
  • Streamlined appointment scheduling processes, improving operational efficiency within the office.
  • Implemented visual merchandising strategies to enhance product visibility and sales performance.
  • Filed claims with vision and medical insurance companies to garner payment for optical services.
  • Verified and updated patient records promptly to guarantee accurate prescription information.
  • Increased sales by effectively communicating the benefits of various lens coatings, materials, and frames to customers.
  • Achieved a high rate of repeat business through diligent relationship-building efforts with patients and clients alike.
  • Streamlined appointment scheduling and follow-up processes, improving operational efficiency and customer satisfaction.
  • Addressed and resolved customer concerns promptly, maintaining positive reputation in community.
  • Maintained thorough records of customer information, prepared detailed work payments, processed insurance claims, and collected balances from customers.

Education

Bachelor of Science - Social Psychology, Minor Leadership

Park University
Parkville, MD
01-2025

Skills

  • Training and mentoring
  • Goal oriented
  • Staff management
  • Customer service
  • Decision-making
  • Data analytics
  • Verbal and written communication
  • Documentation and reporting
  • Adaptability and flexibility
  • Reliability

Timeline

Supervisor + Customer Experience Expert

1-800 Contacts
10.2022 - 06.2025

Registered Behavior Tech

Breaking Barriers
01.2021 - 01.2022

Registered Behavior Tech

Emerald Coast Behavior
01.2020 - 01.2021

Optician

America's Best
01.2017 - 01.2019

Bachelor of Science - Social Psychology, Minor Leadership

Park University

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