Laura Li

• Established rapport with potential customers during sales calls, leading to increased conversion rates from prospects into active clients.
• Managed a diverse portfolio of clients, ensuring their needs were met and expectations exceeded.
• Logged call information and solutions provided into internal database.
• Consistently met or exceeded performance metrics by prioritizing tasks effectively and maintaining a strong focus on achieving results.
• Provides exceptional client service through strong interpersonal and client relationship management (CRM) skills.
• Serves as the initial point of contact for clients. Follow standardized procedures to meet client needs. May conduct research for complex requests.
• Self-sufficient in following standardized procedures, able to utilize multiple resources to find answers and resolutions independently to meet client needs and department efficiency metrics.
• Documents client and team feedback in support of service improvement efforts within the business.
• Uses consultative approach to position products and services to clients.
• Directed Inbound calls to proper channels.
• Added banks to client’s profiles.
• Set up clients with online access to their accounts.
• Managed account maintenance for high profile customers daily.

Assembler (Oct. 2022-Feb. 2023)

• Received and reviewed incoming documents and materials.
• Reduced errors with meticulous attention to detail and thorough review of documentation.
• Increased productivity by effectively managing workload and prioritizing tasks.
• Maintained accurate records and ensured timely completion of all necessary paperwork.
• Assisted colleagues as needed, fostering a positive work environment based on teamwork and mutual supportiveness.
• Participated in continuous training initiatives, staying up-to-date on relevant regulations, policies, and best practices within the processing field.

Spider (Feb. 2023-June 2023)

• Streamlined workflow by organizing tools and materials for easy access during project execution.
• Adhered to all company policies, procedures, and safety regulations, maintaining an excellent safety record throughout tenure.

Balancer (June 2023-Dec. 2023)

• Reduced credit balance discrepancies by regularly monitoring accounts and identifying errors.
• Assisted in the training of new hires, resulting in a more knowledgeable workforce.
• Maintained a high level of confidentiality when handling sensitive client information, adhering strictly to data privacy regulations.
• Worked closely with billing teams, clarifying discrepancies discovered during the reconciliation process timely.
• Assisted in training new employees on proper techniques for managing credit balances, ensuring smooth integration into the team environment.

Sorter (Dec. 2023-May 2024)

• Used hand-held scanners to sort items into specific categories.
• Worked collaboratively with colleagues in fast-paced environment to meet tight deadlines for sorting.
• Stacked items according to weights, sizes, types, and picking priorities.
• Consistently met or exceeded performance targets in terms of both speed and accuracy while sorting items.
• Assisted colleagues with troubleshooting issues, contributing to a positive work environment and fostering teamwork.
• Trained new employees on proper sorting procedures, promoting consistency across the team.

• Promoted offerings by expression passion for company brand, products, services and solutions to customers.
• Provided friendly service and assistance to clients promote customer loyalty, satisfaction and sales.
• Checked pricing, scanned items, applied discounts and printed receipts to ring up customers.
• Increased sales by offering advice on purchases and promoting additional products.
• Informed customers of current store promotions to encourage additional sales purchases.

• Complied with UPS established policies and procedures
• Kept up with extensive and ever changing knowledge on company policy and safety precautions
• Called and kept up with customer on their soon to be expired service accounts
• Helped customer on old customer use computer with their queries or even how to navigate computer
• Attended meetings with coworkers about future of UPS stores as well as sales services
• Trained new employees and rehires.

• Managed high call volumes while providing exceptional customer support and maintaining professional composure.
• Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
• Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
• Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
• Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.

• Resolved caller issues quickly and thoroughly.
• Handled and promptly resolved customer complaints to maintain professional relationships.
• De-escalated and resolved customer complaints with punctual, polite and professional service.
• Followed up on customers' inquiries to assess satisfaction with provided solutions.
• Processed customer orders quickly and accurately for timely delivery.