Laura Cohen
Maple Shade Township
Summary
Resourceful Supervisor known for high productivity and efficient task completion. Specialize in team leadership, conflict resolution, and operational oversight. Excel in communication, problem-solving, and adaptability to ensure smooth operations and workplace harmony. Committed to fostering positive work environments and achieving goals through effective supervision and staff engagement.
Overview
19
19
years of professional experience
Work History
Supervisor
AnswerNet
Maple Shade
02.2020 - Current
- Maintain up-to-date knowledge of industry trends and customer service best practices.
- Update customer accounts, addresses, and contact information within call management databases.
- Handle escalated customer service concerns to preserve customer satisfaction, and maintain long-term business relationships.
- Review customer complaints to determine appropriate methods for resolution.
- Resolve escalated customer complaints in a timely manner.
- Assisted professionals by listening in on customer calls and suggesting techniques to help.
- Provided guidance, training, coaching and mentoring to call center team members.
- Responded to customer inquiries and delivered appropriate information after carefully researching issues.
- Monitored call recordings to identify areas for improvement and compliance with protocols.
Online Marketing Manager
Mels Diner
Grandy
01.2013 - 08.2016
- Created targeted campaigns on various social media platforms to promote products, services, and events.
- Built relationships with influencers in the industry and leveraged their reach for gaining more exposure.
- Maintained relationships with vendors to secure cost-effective solutions for projects related to online marketing efforts.
- Planned and executed paid advertising campaigns on Google AdWords, Facebook Ads, LinkedIn Ads.
- Worked closely with customers to determine appropriate marketing offerings and strategies for business needs.
- Assisted with customer requests and answered questions to improve satisfaction.
Receptionist
A+ Handyman Services & Home Repair
Cherry Hill
04.2006 - 08.2008
- Reviewed customer complaints and took corrective action when necessary.
- Organized special projects as assigned by management related to 2nd shift operations.
- Provided excellent customer service at all times while interacting with both internal and external customers.
- Supplied callers with office address and directions, employee email addresses and phone extensions.
- Scheduled and confirmed appointments, managing a complex calendar for multiple staff members.
- Maintained business office inventory and equipment by checking stock for needed supplies.
- Ensured that all necessary forms were completed accurately prior to submitting them for processing.
Education
GED -
Cape May Reginal Votech
Cape May Court House, NJ12-2002
Skills
- Customer service
- Conflict resolution
- Call monitoring
- Employee training
- Coaching techniques
- Problem solving
- Team leadership
- Excellent communication
Timeline
Supervisor
AnswerNet
02.2020 - Current
Online Marketing Manager
Mels Diner
01.2013 - 08.2016
Receptionist
A+ Handyman Services & Home Repair
04.2006 - 08.2008
GED -
Cape May Reginal Votech
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