Laura Goldsborough
Asheboro,NC
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
14
14
years of professional experience
Work History
Servicing Specialist I
Truist Bank
01.2022 - Current
- Establish professional, ongoing working relationships with online banking and internal partners to meet the needs of clients
- Enter and maintain accurate, detailed documentation for each client interaction including final resolution within CRM/SalesForce.com
- Uphold required performance standards (e.g
- Quality, productivity, behaviors)
- Assist the Digital support in reaching target Client Service Measurement (CSM) scores.
- Resolved problems, improved operations and provided exceptional service.
- Managed high levels of call flow and responded Online technical support needs.
Chat Agent- Seasonal
Sitel
01.2023 - 04.2023
- Provide day-to-day support of our members, which includes real-time conversations via live chat, and email
- Resolve issues in a timely manner while effectively prioritizing customer needs
- Triage tickets and identify trends to the appropriate internal departments and work with them to resolve the issue
- Provide ongoing support to the Experience Team as needed
- Meet or exceed performance expectations regarding customer satisfaction and other related metrics/ KPIs.
- Managed computer-based platform with multiple applications to maintain effective communication with customers.
- Maintained up-to-date knowledge of product and service changes.
Server
Cracker Barrell Old Country Store
05.2021 - 08.2022
- Maximized table turnover rate by efficiently managing reservations and seating arrangements.
- Helped customers with dietary restrictions, allergies and intolerances obtain safe, delicious food by working closely with kitchen staff on alternatives.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Addressed customer complaints or concerns professionally, ensuring swift resolution and maintaining positive relationships.
- Developed strong rapport with regular customers through genuine hospitality efforts leading to repeat business.
Area Manager
Subway
01.2010 - 08.2021
- Provides leadership to Managers and staff in the geographic area to ensure compliance with standards, as outlined in the Subway Operations Manual, and applicable government regulations
- Ensures that correct operational procedures are followed and takes corrective action if necessary
- Works with staff to achieve sales goals, using available reports to identify opportunities
- Supports local and national marketing initiatives.
- Implemented systems and procedures to increase sales.
- Developed and implemented strategies to improve customer service and increase sales.
Education
Bachelor of Science -
Capella University
12.2027
High School Diploma -
South Western Randolph High School
Asheboro, NC06.2002
Skills
- Collections Management
- Credit Limit Establishment
- CRM Software
- Sales Support
- Credit Applications
- Customer Account Review
- Credit Verification
- Financial Data Collection
- Problem Resolution
- Problem-Solving
- Customer Service
- Data Collection
Roles And Responsibilities
- Establish professional, ongoing working relationships with online banking and internal partners to meet the needs of clients. Enter and maintain accurate, detailed documentation for each client interaction including final resolution within CRM/SalesForce.com. Uphold required performance standards (e.g. quality, productivity, behaviors). Assist the Digital support in reaching target Client Service Measurement (CSM) scores.
- Provide day-to-day support of our members, which includes real-time conversations via live chat, and email. Resolve issues in a timely manner while effectively prioritizing customer needs. Triage tickets and identify trends to the appropriate internal departments and work with them to resolve the issue. Provide ongoing support to the Experience Team as needed. Meet or exceed performance expectations regarding customer satisfaction and other related metrics/ KPIs
- Provides leadership to Managers and staff in the geographic area to ensure compliance with standards, as outlined in the Subway Operations Manual, and applicable government regulations. Ensures that correct operational procedures are followed and takes corrective action if necessary. Works with staff to achieve sales goals, using available reports to identify opportunities. Supports local and national marketing initiatives
Timeline
Chat Agent- Seasonal
Sitel
01.2023 - 04.2023
Servicing Specialist I
Truist Bank
01.2022 - Current
Server
Cracker Barrell Old Country Store
05.2021 - 08.2022
Area Manager
Subway
01.2010 - 08.2021
Bachelor of Science -
Capella University
High School Diploma -
South Western Randolph High School