LAURA BURNETTE-EDWARDS
Las Vegas
Summary
Dynamic customer service professional with extensive experience at United Postal Service, excelling in call center environments. Proven ability to resolve conflicts and enhance customer satisfaction through effective communication and problem-solving skills. Adept at data entry and surveillance monitoring, ensuring safety and efficiency in high-pressure situations.
Overview
23
23
years of professional experience
Work History
Customer Service
United Postal Service
Las Vegas
08.2017 - 08.2024
- Answered heavy inbound calls, answering chats, emailing regarding packages and initiating package investigations
Seasonal Customer Service
United Postal Service
Las Vegas
09.2016 - 02.2017
- Answered heavy inbound calls regarding packages and initiating package investigations
Customer Service
Sitel
Las Vegas
05.2015 - 05.2016
- Answered inbound calls to assist customers with submitting auto claims
- Provided technical support for Sony products
Security Officer
Turner Security Systems
Los Angeles
06.2013 - 04.2015
- Monitored security cameras to identify and respond to suspicious activity.
- Searched bags manually to identify prohibited items and contraband.
- Explained security protocols to employees and guests to promote readiness for emergency situations.
- Completed required shift logs and reports, highlighting routine activities, suspicious circumstances and critical incidents.
- Checked footage and live feeds from surveillance cameras for trespassers and criminal activity.
- Observed patrons and customers to quickly address security situations.
- Warned violators of rule infractions and expelled people continuously engaging in suspicious or criminal acts.
- Maintained high levels of alertness throughout shifts.
- Monitored entrances and exits for unauthorized personnel or prohibited items being brought onto premises.
Driver
Uber
San Francisco
10.2013 - 02.2015
- Safely transported customers to/from their destinations in a safe and timely manner
Bus Aide
Durham School Services
Carson
09.2010 - 03.2012
- Worked with disabled children from the ages of 2 years old and up
Food Service
Hawthorne School District
09.2008 - 09.2010
- Prepared and served food, washed dishes, and maintained the cleanliness of the staff dining area
Customer Service/Cashier
Mervyn’s Department Store
11.2007 - 02.2008
- Provided excellent customer service in assisting customers with product selections
- Processed cash, debit, and credit transactions
Telemarketer
South Bay Publisher
05.2007 - 10.2007
- Generated sales & handled heavy inbound/outbound calls
Teacher’s Aide
L.A.U.S.D
11.2001 - 03.2006
- Assisted the teacher with preparing for the day, and supervising children during play and small group activities
- Maintained the cleanliness of the all areas
Customer Service
L.A.U.S.D
04.2005 - 02.2006
- Responsible for the sale of merchandise and ensuring customer satisfaction
Education
High School Diploma -
Taft High School
Woodland Hills, CASkills
- Customer service skills
- Telephone etiquette
- Call center experience
- POS knowledge
- Cash handling
- Self-motivated
- Teamwork
- Honesty
- Responsibility
- Dedication
- Flexibility
- Adaptability
- Effective communication
- Data entry
- MS Word
- MS Excel
- MS PowerPoint
- Surveillance monitoring
- Incident reporting
- Access control
- Conflict resolution
- Team collaboration
- Report writing
- Attention to detail
- Time management
- Problem solving
- Personnel screening
- Evidence collection
- Multitasking Abilities
- Write reports
Timeline
Customer Service
United Postal Service
08.2017 - 08.2024
Seasonal Customer Service
United Postal Service
09.2016 - 02.2017
Customer Service
Sitel
05.2015 - 05.2016
Driver
Uber
10.2013 - 02.2015
Security Officer
Turner Security Systems
06.2013 - 04.2015
Bus Aide
Durham School Services
09.2010 - 03.2012
Food Service
Hawthorne School District
09.2008 - 09.2010
Customer Service/Cashier
Mervyn’s Department Store
11.2007 - 02.2008
Telemarketer
South Bay Publisher
05.2007 - 10.2007
Customer Service
L.A.U.S.D
04.2005 - 02.2006
Teacher’s Aide
L.A.U.S.D
11.2001 - 03.2006
High School Diploma -
Taft High School
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