Laura Lenza
Schaumburg,IL
Summary
Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
36
36
years of professional experience
Work History
Customer Service Representative/ Sales
Essentials
04.1998 - Current
- Addressed customer service inquiries in a timely and accurate manner through phone calls and emails.
- Trained new personnel regarding company operations, policies and services.
- Managed timely and effective replacement of damaged or missing products.
- Responded to customer requests for products, services, and company information
- Followed up with customers about resolved issues to maintain high standards of customer service
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply
General Manager
Thorntons Gas Station
04.1993 - 04.1998
- Developed and implemented strategies to increase sales and profitability.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Managed budget implementations, employee evaluations, and contract details.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
Secretary
GTE
09.1988 - 03.1994
- Conducted thorough research on industry trends or competitor activities that informed strategic decision-making processes.
- Handled sensitive information discreetly, maintaining confidentiality when managing personnel files or financial data.
- Supported company leaders by managing budgets, scheduling appointments and organizing itinerary.
- Managed filing system, entered data and completed other clerical tasks.
Education
Associate of Applied Science - Court Reporting
MacCormac College
Chicago, IL08.1983
High School Diploma -
James B. Conant High School
Hoffman Estates Illinois06.1981
Skills
- Customer Focused Empathy
- Professional and friendly
- Careful and active listener
- Multi-tasking
- Accomplished with mobile devices
- Troubleshooting proficiency
- Computer Proficiency
- Creative Problem Solving
- Excellent Grammar
- Internet Research
- Phone and Chat Skills
- Time Management
- Customer service expert
- Telecommunication skills
- Exceptional telephone etiquette
Accomplishments
- Worked with company and managed and coordinated service work in the field of Midwestern region.
- Negotiated pricing with multiple vendors in order to generate higher profit margins.
- Consistently generated additional revenue through skilled sales techniques.
- Managed chat flow with up to 3 consecutive chats in queue.
Customer Assistance
Customer Service
Skills
- Customer Focused Empathy
- Professional and friendly
- Careful and active listener
- Multi-tasking
- Computer Proficiency
- Creative Problem Solving
- Customer Needs Assessment
- Excellent Grammar
- Internet Research
- Phone and Chat Skills
Timeline
Customer Service Representative/ Sales
Essentials
04.1998 - Current
General Manager
Thorntons Gas Station
04.1993 - 04.1998
Secretary
GTE
09.1988 - 03.1994
Associate of Applied Science - Court Reporting
MacCormac College
High School Diploma -
James B. Conant High School
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