Laura Lee
North Waterboro,ME
Summary
Skilled Customer Service Professional with outstanding abilities in coaching, documentation and active listening. Great decision-maker and valued employee. Proven history of reliability, resourcefulness and effective leadership.
Overview
25
25
years of professional experience
Work History
Customer Service Lead
Hannaford Supermarket
03.2022 - Current
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Greeted customers and listened closely to problems described to determine solutions.
Customer Service Representative
LLBean
09.2021 - 12.2022
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Processed customer service orders promptly to increase customer satisfaction.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Service Manager
The Egg & I Restaurants
07.2012 - 03.2020
- Resolved customer complaints in professional and timely manner.
- Hired, trained and supervised team of service staff members to meet business goals.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Met with customers to discuss service needs and offer available solutions.
- Monitored service staff performance and provided feedback for improvement.
- Monitored inventory levels and placed orders to replenish stock.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
Service Manager
Outback Steakhouse
08.2010 - 06.2012
- Resolved customer complaints in professional and timely manner.
- Hired, trained and supervised team of service staff members to meet business goals.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Met with customers to discuss service needs and offer available solutions.
Service Manager
Dennys Restaurant
07.1998 - 03.2010
- Resolved customer complaints in professional and timely manner.
- Hired, trained and supervised team of service staff members to meet business goals.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Met with customers to discuss service needs and offer available solutions.
- Monitored service staff performance and provided feedback for improvement.
- Monitored inventory levels and placed orders to replenish stock.
- Maintained records of service transactions and customer feedback for future reference.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
Education
No Degree - Biological And Physical Sciences
Ventura College
Ventura, CASkills
- Stocking and Replenishing
- Retail Sales Customer Service
- Employee Relationships
- Order Management
- Staff Training
- Training and Development
- Senior Leadership Support
- Customer Service Excellence
- Customer Relations
- Customer Relationship Management
Timeline
Customer Service Lead
Hannaford Supermarket
03.2022 - Current
Customer Service Representative
LLBean
09.2021 - 12.2022
Service Manager
The Egg & I Restaurants
07.2012 - 03.2020
Service Manager
Outback Steakhouse
08.2010 - 06.2012
Service Manager
Dennys Restaurant
07.1998 - 03.2010
No Degree - Biological And Physical Sciences
Ventura College
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