Open To Work
Laura Lewis
Lawton,OK
Work Preference
Summary
Customer-focused Senior Specialist with 6+ years in customer service, driving high call quality and satisfaction. Manage challenging interactions with empathy and professionalism, de-escalating difficult situations effectively. Strong communication and organizational skills support exceptional service delivery in remote and in-person environments.
Overview
1
1
Certification
37
37
years of professional experience
Work History
ESW/CSR
Sercos North America
Lawton
12.2025 - 05.2026
- Confirmed citizenship status through documentation review
- Resolved client inquiries and service-related issues to enhance customer satisfaction.
- Managed clients' accounts and updated information in the database.
- Advised customers on document requirements and their significance, clarifying which documents were applicable.
- Accurately documented customer interactions to ensure reliable reference and service continuity.
- Maintained a knowledge base of products and services for quick access.
- Developed positive relationships with customers through friendly interactions.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Updated databases with new and modified customer data.
Senior Specialist
American Red Cross
Fort Sill, USA
01.2019 - 04.2025
- Consistently met or exceeded individual performance metrics including call quality, average handle time, and customer satisfaction rating
- Managed difficult customer situations with empathy, building rapport and ensuring resolution to enhance customer experience
- Monitored calls for quality assurance, delivering targeted feedback and coaching to elevate representative performance
Customer Service Representative
City National Bank & Trust
Lawton, USA
08.2017 - 12.2018
- Delivered exceptional customer service by promptly addressing inquiries and resolving issues to enhance customer satisfaction
- Collaborated with cross-functional teams to escalate unresolved issues, ensuring timely resolutions for customer concerns
- Maintained positive attitude and professional demeanor while managing challenging customer interactions
Customer Service Representative
Alorica CVS Team
Sarasota, USA
11.2016 - 06.2017
- Guided customers in product selection, order placement, and shipment tracking to ensure accurate and timely delivery.
- Assisted customers with product selection, order placement, and tracking shipments, ensuring accurate and timely delivery
- Engaged in regular training sessions to learn about new products, services, and features along with best practices for providing exceptional customer experiences.
- Provided support at Pharmacy Help Desk, addressing customer inquiries and resolving issues.
Cashier/Sales Associate
Walmart
Lawton, USA
06.2013 - 07.2014
- Managed high-volume checkout lanes during peak hours while maintaining accuracy and speed
- Provided exceptional customer service by greeting customers with a friendly demeanor and addressing their inquiries or concerns
- Resolved customer complaints regarding pricing errors or product availability, enhancing customer satisfaction and retention
- Collaborated with team members to design and implement visually appealing merchandise displays, driving increased foot traffic and sales
- Managed inventory by performing stock checks, restocking shelves, and ordering supplies.
- Managed inventory by conducting stock checks, restocking shelves, and placing orders to ensure product availability
IEP Aide/Substitute Teacher
LAWTON PUBLIC SCHOOLS
Lawton, USA
06.1998 - 06.2006
- Adapted teaching methods and materials to enhance learning outcomes for diverse student needs
- Provided individualized support to students, fostering understanding and confidence in their studies
- Ensured student safety by supervising bus loading and unloading during designated times
Stay at Home Mom
Lawton, USA
07.1989 - 06.1993
- Enhanced ability to resolve conflicts by engaging with diverse personalities. conflict resolution between different personalities
- Cultivated a positive team culture by promoting inclusivity, respect, and sportsmanship among players
- Established strong relationships with parents/guardians through consistent communication about their child's progress and well-being
- Fostered positive team culture by promoting inclusivity, respect, and sportsmanship among players
Education
Psychology - Associate
Cameron
LawtonLPN - Vocational training
Medical school
LawtonData Entry/ Word Processor - Technical school
American College
LawtonGED
La Puente, CASkills
- Customer service
- Client assistance
- Issue resolution
- Communication skills
- Clear communication
- Conflict resolution
- Training and mentoring
- Organizational skills
- Attention to detail
- Data entry
- Microsoft Office
- Microsoft Excel
- CRM software proficiency
- Customer interaction tracking
- Performance metrics
- Quality assurance
- Problem solving
- Critical thinking
- Email management
- Time management
- Health monitoring tools
- Work with TEAMS
- Empathy and patience
Certification
Driver's License
Timeline
ESW/CSR
Sercos North America
12.2025 - 05.2026
Senior Specialist
American Red Cross
01.2019 - 04.2025
Customer Service Representative
City National Bank & Trust
08.2017 - 12.2018
Customer Service Representative
Alorica CVS Team
11.2016 - 06.2017
Cashier/Sales Associate
Walmart
06.2013 - 07.2014
IEP Aide/Substitute Teacher
LAWTON PUBLIC SCHOOLS
06.1998 - 06.2006
Stay at Home Mom
07.1989 - 06.1993
Psychology - Associate
Cameron
LPN - Vocational training
Medical school
Data Entry/ Word Processor - Technical school
American College
GED