LAURA BUKENT
Dyer,IN
Summary
Energetic and detailed-oriented Customer Experience Manager with over 30 years of experience in driving customer satisfaction, retention, and acquisition. Skilled in problem-solving and fostering collaboration to create solutions that enhance the customer journey. A dedicated team player committed to continuous improvement, learning, and growth. Proven ability to maintain and expand established customer relationships, onboarding new customers, and optimize service processes for organizational success.
Overview
30
30
years of professional experience
Work History
Customer Experience Manager
Landauer
11.2011 - 01.2025
- Led multiple teams to build strong relationships, prioritize customer needs, and drive revenue growth, while maintaining a focus on ensuring exceptional customer satisfaction.
- Responsible for overseeing all aspects of customer care and support, ensuring that customers receive the highest level of service and satisfaction.
- Monitor and analyze customer feedback and metrics to identify areas for improvement.
- Collaborate with other departments to ensure a seamless customer experience.
- Shared valuable insights and practical solutions with the team to empower them, enhancing both performance and the overall experience.
- Led and participated in several Kaizen events aimed at assessing current processes and driving continuous improvement.
- Assisted the Sales team with customer onboarding, addressing concerns and issues, while providing recommendations on services, products, and pricing.
- Managed the annual renewal process for over 15,000 accounts, including pricing reviews, quote letter generation, and account renewal processing.
- Team Collaboration and Leadership: Provided support to the team by scheduling a monthly 1:1 meeting to discuss projects, goals, upcoming events, and address any questions or concerns.
- Organized daily stand-ups to review KPIs, discuss department performance, and address any concerns that could impact the customer experience.
- Generate and analyze reports to monitor team productivity and key performance metrics.
- Conducted evaluations and discussions of annual performance reviews and self-assessments for each agent.
- Ensured agents operated with both efficiency and empathy, honing their skills to provide top-tier customer service, resolving issues, and making the service more accessible and enjoyable for customers.
Regional Sales Assistant
Landauer
12.1994 - 11.2011
- Assisted Regional Sales Managers with onboarding new customers, providing ongoing support, and maintaining accounts, all with the goal of delivering outstanding customer service.
Education
Business Management -
Purdue University
Hammond, IN01.1995
Skills
- Agresso
- Continuous Improvement
- KPI Setting & Reporting: Average Handle Time, Average Time to Answer, CSAT / OSAT, First Call Resolution, First Response, Full Resolution Time, Voice of the Customer
- Microsoft Office: Excel, Outlook, PowerPoint, Teams, Word
- Revenue Growth & Sales Churn
- Sales Team Leadership
- Service Desk Plus
- ServiceNow
- CRM Platforms: InContact, NICE, WFM, Zendesk, Jira
Timeline
Customer Experience Manager
Landauer
11.2011 - 01.2025
Regional Sales Assistant
Landauer
12.1994 - 11.2011
Business Management -
Purdue University
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