Laura Carroll
Summary
I looking to obtain a position as a customer service associate. I have call center experience where I worked for ' Lyft ride share' as a customer service representative. While employed with Jobcase, I also worked on other campaigns such as Amazon; as well as, Medicare. I type 87 wpm and have proficient computer knowledge. I am a active listener and a hard worker with the knowledge and drive to perform at the top. I strive in customer relations with a empathic listening skill combined with a professional attitude. Attentive Customer Service skills and quick thinking team player. I am a Motivated individual with experience in customer service and sales. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing superior customer service. Motivated professional with extensive experience in customer service, sales and administrative tasks. Enthusiastic professional proudly touting multiple awards for exceptional customer service.
Overview
4
4
years of professional experience
Work History
Customer Service
Call Core Media
12.2021 - 05.2022
- Collaborated with customer service personnel to optimize outbound efforts.
- Provided customer service by answering questions and resolving issues.
- Transferred telephone calls to appropriate staff members to expedite customer service.
- Implemented customer service policies and procedures for consistent performance standards.
- Met customer service goals and exceeded customer expectations.
- Developed and implemented customer service policies and procedures.
- Boosted customer service satisfaction ratings through consistent quality control.
- Displayed very good communication and customer service skills.
- Delivered quality customer service to address urgent needs and concerns.
Customer Service Retail
Dollar Tree
04.2021 - 11.2021
- Enhanced customer satisfaction by providing timely and accurate product information.
- Resolved customer complaints promptly, resulting in increased loyalty and repeat business.
- Maintained a clean and organized store environment for optimal shopping experience.
- Assisted customers with finding suitable products, leading to higher sales revenue.
- Provided exceptional service by going above and beyond to meet customer needs, generating positive reviews and referrals.
- Processed transactions efficiently using point-of-sale systems, reducing wait times for customers.
- Developed strong relationships with customers through active listening and effective communication skills, fostering a welcoming atmosphere for all patrons.
- Handled returns and exchanges professionally, retaining customer trust while adhering to company guidelines.
- Attended to customer complaints and processed product return or replacement requests.
- Successfully met daily performance metrics regarding sales, customer service interactions, and store cleanliness to maintain a high standard of retail excellence.
- Effectively balanced multiple responsibilities including cashiering duties handling cash registers during busy periods without compromising quality service delivery.
- Kept customer spaces clean, neat and organized for maximum appeal.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
Customer Service Representative
Call Core Media
10.2018 - 12.2019
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and building profile for new Lyft drivers.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Was asked to work on test campaigns from Jobcase
- Was recognized and asked multiple times to be observed by the new hire training classes
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Worked on multiple campaigns while working, and was able to provide excellent customer service.
-
Education
Medical Licensing - Medical Assistant
Lincoln Technical Institute
Somerville, MA09.2009
Associate of Arts - Marketing And Sales
Seminole State College of Florida
Sanford, FL05.2003
Cosmetology License - Cosmetology
Career Training Institute
Apopka, FL12.1999
High School Diploma -
Lake Brantley High School
Altamonte Springs, FL06.1998
Skills
- Complaint Handling
- Call Center Experience
- CRM Software Usage
- Written Communication
- Multitasking Abilities
- Positive Attitude
- Telephone Etiquette
- Effective Communication
- Decision Making
- Patience Maintenance
- Computer Proficiency
- Time Management
- Attention to Detail
- Up-selling Abilities
- Team Collaboration
- Interpersonal Skills
- Social Media Savvy
- Sales Techniques
- Problem Solving
- POS Systems and Ordering Platforms
- Policies and Procedures Adherence
- Strategic Sales Knowledge
- Cross-Functional Collaboration
- Inbound Call Management
- Relationship Building
- Document and Records Management
- Customer Data Confidentiality
- Customer Relations
- Employee Coaching
- Staff Education and Training
- Medical Terminology Knowledge
- MS Office
- Data Entry
- Sales and Upselling
- Complaint Resolution
Timeline
Customer Service
Call Core Media
12.2021 - 05.2022
Customer Service Retail
Dollar Tree
04.2021 - 11.2021
Customer Service Representative
Call Core Media
10.2018 - 12.2019
Medical Licensing - Medical Assistant
Lincoln Technical Institute
Associate of Arts - Marketing And Sales
Seminole State College of Florida
Cosmetology License - Cosmetology
Career Training Institute
High School Diploma -
Lake Brantley High School
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