Laura Lafontsee
Grand Rapids,MI
Summary
Customer-focused professional with a background in customer service, finance and law. Known for providing top-notch client support while maintaining high levels of customer satisfaction, confidentiality and loyalty. Strengths include exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously. Proven track record of being part of developing a one touch process and consistently improving operational processes to enhance the overall customer experience.
Overview
20
20
years of professional experience
Work History
Mailroom Clerk
Impact Business Group
11.2025
- Sorted incoming mail for efficient distribution to transportation for routes.
- Processed outgoing mail using postage meter and shipping software.
- Maintained inventory of supplies and restocked as needed.
- Short term assignment
Cashier
J&H
01.2026 - Current
- Handled customer transactions efficiently and accurately.
- Assisted customers with product inquiries and recommendations.
- Maintained cleanliness and organization of the checkout area.
- Stocked beverage and food areas.
Cashier
Merle Boes
11.2025 - 12.2025
- Handled customer transactions efficiently and accurately.
- Assisted customers with product inquiries and recommendations.
- Maintained cleanliness and organization of the checkout area.
Scripts processing
Adecco Staffing
06.2025 - 08.2025
- Obtain medical documents for insurance billing from physicians offices and customers.
- Billing insurance carriers for equipment.
- Completed day-to-day duties accurately and efficiently.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Dispatcher
Jerry's Towing & Recovery
04.2025 - 06.2025
- Coordinated towing requests with drivers and clients efficiently.
- Managed dispatch systems to track vehicle locations and statuses.
- Communicated clearly with drivers to ensure timely service delivery.
Customer Service - Passports
Peckham, Inc.
04.2023 - 04.2025
- Completed day-to-day duties accurately and in compliance with federal guidelines.
- Provided contact information of Embassies and Consulates worldwide.
- Worked successfully with diverse group of coworkers.
- Provided direction to legal forms and appropriate agencies for immigration and citizenship information.
Dispute Resolution Specialist
Fifth Third Bank
11.2022 - 03.2023
- Facilitated resolution processes for customer disputes and complaints.
- Collaborated with teams to analyze dispute trends and patterns.
- Documented transactions in question of being suspicious or fraudulent.
Customer Service Representative
Novo One
09.2015 - 01.2016
- Assisted customers with inquiries, providing accurate information and solutions.
- Processed orders and returns efficiently to enhance customer satisfaction.
- Utilized CRM software to track customer interactions and maintain records.
- Supplemental insurance policy reviews.
Patient Service Representative
Med Data
09.2013 - 06.2014
- Assisted patients with billing and rebilling.
- Submitted updated insurance and patient information to insurance company.
- Provided information about services and procedures to patients and families.
- Managed patient records using electronic health record systems accurately.
Escrow Agent
Volt Workforce Solutions
03.2012 - 08.2012
- Assisted clients in navigating service options and obtaining legal documents.
- Cleared judgements and liens.
- Maintained updated knowledge customers status in the lending process.
- Streamlined documentation processes for closing on loans.
Senior Administrative Assistant
Adecco Staffing
10.2008 - 04.2011
- Facilitated communication between departments to enhance workflow efficiency.
- Maintained and organized electronic files and documents using document management systems.
- Worked up BPOs for consideration of retaining asset.
- Verified arrears and processed checks to county, State entities on properties.
- Worked with legal counsel on litigation and moving clients into legal recourse.
- Reviewed bank documents for legal action.
Assistant Store Manager
Dollar General
08.2006 - 07.2007
- Supervised daily store operations and maintained high standards of customer service.
- Trained and mentored new staff to ensure effective team performance.
- Managed inventory levels and organized stock to optimize sales floor presentation.
- Completed Daily Bank Reconciliations.
- Open and Close of store.
Education
Some College - Legal Studies
Davenport University
Grand Rapids, MIHigh School - undefined
Caledonia High School
Caledonia, MI06.1985
Timeline
Cashier
J&H
01.2026 - Current
Mailroom Clerk
Impact Business Group
11.2025
Cashier
Merle Boes
11.2025 - 12.2025
Scripts processing
Adecco Staffing
06.2025 - 08.2025
Dispatcher
Jerry's Towing & Recovery
04.2025 - 06.2025
Customer Service - Passports
Peckham, Inc.
04.2023 - 04.2025
Dispute Resolution Specialist
Fifth Third Bank
11.2022 - 03.2023
Customer Service Representative
Novo One
09.2015 - 01.2016
Patient Service Representative
Med Data
09.2013 - 06.2014
Escrow Agent
Volt Workforce Solutions
03.2012 - 08.2012
Senior Administrative Assistant
Adecco Staffing
10.2008 - 04.2011
Assistant Store Manager
Dollar General
08.2006 - 07.2007
Some College - Legal Studies
Davenport University
High School - undefined
Caledonia High School
Skills
Cash handling
- Customer service
- Patience and empathy
- Time management skills
- Cleaning and sanitizing
- Team collaboration
- Customer service excellence
- Money handling
- Reliability and punctuality
- Order taking
- Professionalism and courtesy
- Conflict resolution
- Issue resolution
- Complex Problem-solving
- Staff training
- Attention to detail
- Order verification
- Records maintenance
- Fraud prevention awareness
- Identification checks
- Staff mentoring
- Clear communication
- Data entry
- Upselling techniques
- Online orders preparation
Organizational skills
AS 400
Inventory management
Transaction processing
Team collaboration
Problem solving
Effective communication
Attention to detail
Time management
Conflict resolution
Adaptability
Drawer balancing
Refund handling
Work ethic and integrity
Staff mentoring
Professionalism and courtesy
Fraud prevention awareness
Decision making aptitude
Issue resolution
Proficient in Outlook
Proficient in Microsoft products
Customer service
Credit card processing
Credit and cash transactions
Empathy and patience
Visual merchandising
Complaint resolution
Customer service excellence
POS systems
Loss prevention
Bank Reconciliation