Laura Lewis
Lawton,Oklahoma
Summary
As a CSR. I enjoy daily interactions with customers and look forward to resolving customer issues with first call resolution, empathy, and an upbeat attitude.
Overview
27
27
years of professional experience
Work History
ARC Representative 1 and Senior Repesentative
SAF/IS Call Center
01.2019 - 05.2025
- Per ARC Guidelines
- Following established Red Cross and SAF procedures and policies, utilize highly developed listening and critical thinking skills to conduct a thorough interview and assessment of client’s situation or request to properly identify the critical time sensitive emergency, financial assistance need, or other community service need and determine a proper course of action. Assist clients with understanding parameters of Red Cross and Military Aid Society Services. Provide appropriate Red Cross services, access to financial assistance for eligible clients and suitable community referrals
- Identify and record emergency situations by simultaneously listening to callers, accurately entering call data via keyboarding, and toggling between Service Center applications. Obtain information regarding a client, their request, and the Emergency Communications Message (ECM) recipient, verification source, as well as any other parties involved. Recognize critical situations where immediate actions or assistance is required. Immediately contact and work with military and law enforcement authorities when it is determined a client is at risk. Complete verification of the emergency within established service delivery standards by quickly and efficiently obtaining detailed information necessary to support a military emergency leave and travel decision, based upon DoD guidelines, by contacting and requesting necessary information from medical professionals, law enforcement officers, coroner’s office, funeral home director or other official. Follow Red Cross policy/style guides to compose a succinct ECM for the military command and service member. Relay the ECM using Red Cross and DoD resources to transfer messages for delivery to installation or deployed locations.
- Identify needs for financial assistance for clients on behalf of military aid societies in accordance with guidelines to determine financial assistance eligibility. Investigate, obtain, and validate documentation supporting a client’s request for military aid society financial assistance. Complete a budget worksheet with client to determine total income, total expenses, and identify client’s ability to reimburse for financial assistance. In coordination with the client, complete an electronic application for financial assistance, to include supporting documentation, and present or forward to the military aid society for consideration. Notify clients of the military aid society’s decision regarding their request for financial assistance. Utilizing Red Cross financial practices and instruments, advance funds to the client or pay third party bills on behalf of the client as directed by the military aid society.
- Provide after-hours assistance to military aid society clients per established agreements. Following established procedures for ‘Avoid Privation’, advance funds within established guidelines and assist clients in arranging and paying for hotel accommodations where appropriate. When necessary and following established Red Cross and military aid society procedures, arrange emergency travel on client’s behalf through Carlson Wagonlit Travel, secure military aid society approval for amounts exceeding established ‘blanket authority’, and ensure funds are released to pay for the ticket in a timely manner.
- Coordinate case management services with SAF case workers at jurisdictional Red Cross regions to ensure complete and timely client service.
- Perform a variety of client intake needs assessments, independent verification, and client service delivery functions. Applies knowledge of programs and policies as well verbal communication and critical thinking skills to assist the client and solve for a wide range of needs and issues. Identifies client eligibility for a variety of services and ensures emergency communications and financial assistance requests are appropriately identified, managed, and brought to timely resolution or appropriate referrals are made to community resources. Represents the Red Cross in interactions with clients, medical professionals and law enforcement officers and a variety of other partners, and military personnel. Ensures compliance with Red Cross, Military Aid Society, and DoD directives, standards, and practices as well as Hero Care Center policies and procedures. I also mentored representatives that were underneath me by listening to calls and coaching them as needed. I also assisted in a supervisor roll in TEAMS chat when call center supervisors were busy helping others.
Customer Service Representative
CITY NATIONAL BANK
09.2016 - 06.2018
- Answered customer telephone calls promptly and in an appropriate manner.
- Determine customer needs by asking relevant questions and listening actively to the responses. Assisted in any manner needed quickly and effectively.
- Handled all customer relations issues in a gracious manner and in accordance with company policies.
Customer Service Representative
EGS/Alorica
11.2015 - 07.2016
- Handled all customer relations issues in a gracious manner and in accordance with company policies.
- Answered customer telephone calls promptly and in an appropriate manner.
- Determine customer needs by asking relevant questions and listening actively to the responses.
Pharmacy Help desk
EGS/Alorica
11.2015 - 07.2016
- Identified and corrected performance issues.
- Collected data around every transaction and turned it into tools that helped users.
- Followed internal procedures for change management, incident management and escalation.
- Gave accurate year to date Copays and out of pocket deductibles.
- Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.
- Met or exceeded service and quality standards every review period.
- Developed all process controls and metrics for daily management of the Call Center.
- Acted professionally and patiently when addressing negative customer feedback.
- Managed high call volume with tact and professionalism.
- Resolved service, pricing and technical problems for customers by asking clear and specific questions.
- Referred unresolved customer grievances to designated departments for further investigation.
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
- Defused volatile customer situations calmly and courteously.
- Addressed and resolved customer product complaints empathetically and professionally.
- Effectively managed a high-volume of inbound and outbound customer calls.
IEP ASSISTANT
Lawton Public Schools
10.2005 - 05.2009
- Instructed children on proper health and personal habits.
- Communicated openly with children's parents about daily activities and behaviors.
- Encouraged children to be understanding of and patient with others.
- Monitored each student's educational progress with individualized charts and files.
- Gave one-on-one attention to students, while maintaining overall focus on the entire group.
- Organized instruction material, including constructing bulletin boards and setting up work areas.
- Attended monthly staff training sessions.
Library Assistant
Lawton Public Schools System
09.1998 - 05.2004
- Sorted and shelved books bought and donated for the library.
- Checked in, checked out and renewed library materials. For teachers, students, and parents.
- Instructed students on research techniques and the use of information technologies.
- Resolved patrons' complaints tactfully and professionally.
- Located requested books on the shelves and in the library database.
- Researched, planned and set up seasonal informative library exhibits per season.
Education
Master of Science - Psychology
Cameron University
Lawton, OKPhlebotomy
Great Plains Vo Tech
Lawton, OK01.2017
undefined
EGS internal training
Sarasota, Florida01.2015
Skills
- Knowledge of circulation procedures
- Friendly
- Customer service-oriented
- Skilled researcher
- Skilled multitasking
- Reading groups
- Stop payments
- Advanced knowledge of Microsoft Office Suite
- Knowledgeable on TEAMS
- Professional with ZOOM meetings
- Literary knowledge
- Data entry
- Works well independently
- Social media knowledge
- Filing disputes
- Raising debit card limits
Timeline
ARC Representative 1 and Senior Repesentative
SAF/IS Call Center
01.2019 - 05.2025
Customer Service Representative
CITY NATIONAL BANK
09.2016 - 06.2018
Customer Service Representative
EGS/Alorica
11.2015 - 07.2016
Pharmacy Help desk
EGS/Alorica
11.2015 - 07.2016
IEP ASSISTANT
Lawton Public Schools
10.2005 - 05.2009
Library Assistant
Lawton Public Schools System
09.1998 - 05.2004
undefined
EGS internal training
Master of Science - Psychology
Cameron University
Phlebotomy
Great Plains Vo Tech
Similar Profiles
Fanlee RodriguezFanlee Rodriguez
NA at Call max (call center)NA at Call max (call center)
Brandon HallBrandon Hall
Call Center Representative at 1st Cavalry Division, Division Operation Center Call CenterCall Center Representative at 1st Cavalry Division, Division Operation Center Call Center
ANATHI BARNABASANATHI BARNABAS
Call Center Representative at Contact Center Infrastructure (CCI) Call CenterCall Center Representative at Contact Center Infrastructure (CCI) Call Center
Cynthia HarrellCynthia Harrell
Front End Cashier at Fort Sill CommissaryFront End Cashier at Fort Sill Commissary
William MabisWilliam Mabis
Chemistry Supervisor at Rural Wellness Anadarko Inc.Chemistry Supervisor at Rural Wellness Anadarko Inc.