Laura Cox
Greensboro,NC
Summary
With a proven track record at Pace Communications Inc., I excel in customer service and critical thinking, enhancing operational efficiency and client satisfaction. Skilled in data entry and active listening, I've significantly contributed to team achievements and streamlined processes, demonstrating a strong ability to resolve complex issues and foster client loyalty.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Thomas Scientific
06.2016 - Current
- Answered customer inquires and provided accurate information regarding orders, products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Assisted customers with ordering, billing, returns, exchanges and technical support.
- Developed strong relationships with customer by providing personalized assistance and support.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Answered inbound calls, chats and emails to facilitate customer service.
- Supported sales team to drive growth and development.
- Adjusted bills and refunded money to resolve billing complaints.
- Liaised between customer and vendors to expedite orders and meet customer demands.
Operations Supervisor
Pace Communications Inc.
01.2010 - 06.2016
- Supervised warehouse activities such as loading and unloading shipments, receiving shipments, picking orders and packing items for shipment.
- Developed and implemented standard operating procedures to ensure efficient workflow.
- Assisted in hiring process by conducting interviews and making recommendations for new hires.
- Oversaw inventory management ensuring adequate stock levels.
Engraving Supervisor
Pace Communications Inc.
01.2010 - 06.2011
- Implemented new operational procedures, increasing efficiency.
- Recruited, hires, trained, mentored, coached, evaluated and terminated staff as necessary.
- Prepared and presented reports on team performance, challenges and achievements to senior management.
- Conducted weekly meetings with team members to discuss upcoming tasks and deadlines.
Planning Control Assistant
Pace Communications Inc.
10.2006 - 01.2010
- Encouraged and improved cross-department internal communications.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Utilized various software and tools to streamline processes and optimize performance.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
Call Center Representative
Pace Communications Inc.
05.2004 - 10.2006
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Processed orders, returns, exchanges and credit.
Education
High School Diploma -
Southern Guilford High School
Greensboro, NC05-2003
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
Certification
- Certified Customer Service Professional (CCSP) - National Customer Service Association.
Timeline
Customer Service Representative
Thomas Scientific
06.2016 - Current
Operations Supervisor
Pace Communications Inc.
01.2010 - 06.2016
Engraving Supervisor
Pace Communications Inc.
01.2010 - 06.2011
Planning Control Assistant
Pace Communications Inc.
10.2006 - 01.2010
Call Center Representative
Pace Communications Inc.
05.2004 - 10.2006
High School Diploma -
Southern Guilford High School
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