Hi, I’m
Laura Mcconnell
Peer Support Specialist
Jacksonville,FL
Summary
Dynamic and compassionate customer service representative with over 5 years of experience in high-volume call center environments, specializing in financial services and client support. Proven track record in effectively resolving customer inquiries while managing complex situations with empathy and professionalism. Recognized for leadership abilities through mentoring new agents and fostering a collaborative team atmosphere that enhances overall performance. Dedicated to improving client experiences and providing support for individuals facing mental health and substance use challenges, ensuring a holistic approach to service delivery.
Overview
7
years of professional experience
1
Certification
Work History
Bank of America
Customer Service Representative II
11.2019 - 05.2020
Job overview
- Managed 70+ calls on a daily basis working in a high-volume call center environment.
- Accountable for the successful resolution of all customer requests through seamless delivery of service, and/or fulfillment requests by answering calls, chats or emails in a contact center environment
- Working in a professional, fast-paced environment that requires accuracy, multi-tasking and effectively communicating resolutions in an efficient manner.
- Meeting clients in the moments that matter to fully understand the need and fully resolve their situation the first time.
- Understanding how clients engage with us using online and mobile technology, financial centers and contact centers to guide them on ways that we can improve their financial life.
- Navigating multiple computer applications while interacting with the client.
- Listening to, understanding and providing solutions for our client's needs.
- Taking payments and breaking down and explaining escrow accounts and payments.
- Identifying loan documents such lien releases and notes.
- Identifying insurance documents pertaining to escrow.
- Identifying tax amounts set to pay.
Portside Finance
Collection Specialist and Loan Officer
05.2018 - 10.2018
Job overview
- Managed 150+ calls on a daily basis working in a high-volume call center environment.
- Provided service to customers seeking loans and working with them to find solutions to their financial needs.
- Originated, reviewed, and approved loan applications.
- Extend credit to individuals through a variety of loan program.
- Responsible for the retention and maintenance of existing accounts.
- Resolved product service and policy related problems for customers with accuracy and professionalism.
- Consistently review and develop action plans for delinquent loan accounts include initiate customer contact, negotiate extensions of refinance, and collect payments due.
- Place liens on vehicles used as collateral to secure loans.
- Managed a portfolio of overdue accounts, consistently meeting or exceeding monthly collection targets
- Implemented effective strategies to reduce delinquency rates and improve overall collection performance
- Negotiated payment arrangements with customers to resolve outstanding debts and prevent further escalation
- Utilized skip tracing techniques and tools to locate debtors and initiate contact for repayment
- Developed strong relationships with clients by providing excellent customer service during the collections process
- Prepared detailed reports on collection efforts, presenting findings to management for review and analysis
- Maintained accurate records of all collection activities, including phone calls, emails, and correspondence
- Trained new team members on collection techniques, software systems, and company protocols
- Performed regular audits of accounts receivable data to ensure accuracy and integrity of information
- Collaborated with sales team to develop strategies for preventing delinquencies on new accounts
Transcom
Customer Service Representative
07.2017 - 05.2018
Job overview
- Handled inbound calls to manage customer complaints.
- Managed 100+ calls on a daily basis working in a high-volume call center environment.
- Troubleshot technical of connection and slow speeds of satellite internet.
Amazon
Customer Service Representative
05.2017 - 11.2017
Job overview
- Provided resolution to customer complaints through inbound calls while providing customer service support.
- Ability to make decisions without supervision.
- Resolved customer inquiries through multiple channels, ensuring accurate information delivery and excellent service.
- Managed customer accounts, updating details and processing requests efficiently to enhance user satisfaction.
- Collaborated with cross-functional teams to resolve complex issues, driving effective communication across departments.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Frontier Communications
Technical Support Representative and Mentor
07.2016 - 04.2017
Job overview
- Provided technical customer service support using various database to troubleshoot and research customer issues.
- Troubleshot and restored service to customers and created trouble tickets for back-end and field technicians to correct the issue to resolve the customers issue.
- Assisted supervisors as a mentor to other agents to coach production level agents and handle escalations and other assigned tasks, as well as to respond to agents in a group chat and private chat setting for improved call handling.
- Trained newly hired agents.
- Resolved technical issues for customers via phone and online chat support.
- Provided accurate information on products, services, and troubleshooting procedures.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Mentored new team members on company protocols and best practices for delivering exceptional technical support services.
Three Oaks Farm
Trail Guide
02.2016 - 06.2016
Job overview
- Provided a quality entertainment riding experience through great customer service skills and time management.
- Interacted with guest to familiarize them with use of equestrian equipment.
- Advised guest of safety rules and regulations.
- Guided diverse groups through trails, ensuring safety and enjoyment during outdoor experiences.
- Developed detailed knowledge of local flora and fauna to enhance educational aspects of tours.
- Conducted pre-trip briefings, preparing participants for trail conditions and safety protocols.
Jekyll Island Convention Center
Server
09.2015 - 12.2015
Job overview
- Ensured quality customer service in a timely, professional, and courteous manner.
- Maintained high volume dining, convention and banquet environments through autonomous teamwork with co-workers in lieu of direct supervision during shift.
- Setup and broke down dining halls using diagrams.
Rainbow Ranch
Founder and CEO
10.2013 - 08.2015
Job overview
- Conceptualize an equine and agriculture therapeutic ranch, which requires branding, promotion and marketed to prospective investors.
- Utilize social media as an avenue to gain recognition for brand and involved crowdfunding resources to raise financial means to gain notoriety for the organization.
- Developed and executed strategic business plans to enhance operational efficiency and market reach.
- Analyzed market trends to inform product offerings and drive competitive positioning within the industry.
Family Dollar
Cashier/Customer Service
08.2014 - 12.2014
Job overview
- Provided fast and courteous customer service.
- Assisted with customers concerns about merchandise in a retail setting.
- Assisted with cash management and stocking.
Family Dollar
Cashier/Customer Service
08.2014 - 12.2014
Job overview
- Provided fast and courteous customer service.
- Solved customers concerns about merchandise in a retail setting.
- Assisted with cash management and stocking.
- Processed customer transactions accurately and efficiently, handling cash, credit cards, and electronic payments
- Maintained a balanced cash drawer at all times, reconciling discrepancies promptly
- Provided exceptional customer service by greeting customers with a friendly demeanor and addressing their inquiries or concerns
- Managed high-volume checkout lanes during peak hours while maintaining accuracy and speed
Millennium Security
Security Officer
06.2013 - 12.2013
Job overview
- Secured premises and personnel by patrolling client property.
- Monitored surveillance equipment, inspected buildings, equipment, and access points
- Controlled entry to site by verifying identification and utilizing safety procedures.
Education
Florida Community State CollegeJacksonville, FL
High School Diploma
06-2006
Florida State College at JacksonvilleJacksonville, FL
Associate's degree from Psychology
06.2006
Skills
- Escrow services expertise
- Brand development
- Creditworthiness analysis
- Health-focused intervention techniques
- Payment collection proficiency
- Safe driving practices
- Customer relationship management
- Guidance for clients facing substance use challenges
- Program development support
- Effective listening
- Invoice processing
- Market research
- Customer relationship management in banking
- Group facilitation skills
- Cooperative recovery strategy development
- Proven sales ability
- Experienced in document creation using Microsoft Word
- Peer-driven support strategies
- Community engagement coordination
- Financial analysis
- Peer emotional support
- Knowledge of fair housing regulations
- Accurate typing ability
- Client loan assessment skills
- Proficient in conducting motivational interviews
- Peer support facilitation
- Client relationship management in lending
- Experience in financial consulting
- Proficient in Microsoft PowerPoint
- Communicating recovery stories
- Skilled in using MS Office tools
- Proficient in computer applications
- Housing resource coordination
- Developing peer support networks
- Peer advocacy engagement
- Fluent in English
- Guiding peers in resilience techniques
- Troubleshooting and support services
- Support for individuals with mental health conditions
- Content marketing proficiency
- Mentorship and support skills
- Collaborative negotiation techniques
- Mental health support
- Experienced in Microsoft Outlook management
- Service excellence
- Strategic leadership
- Skilled in operating computer systems
- Strengths-focused collaboration
- Social engagement strategies
- Social companionship
- Youth engagement experience
- Physical security management
- Guiding peer development
- Support for recovery peers
- Proficient in supporting individuals with dual diagnoses
- Skilled in Microsoft Office applications
- Team leadership
- Marketing
- Entrepreneurial and innovative
- Analytical problem-solving
- Strategic thinking
Accomplishments
- Achieved the front page of Google by developing effective, accurate, and efficient marketing techniques
Certification
Driver's License
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Timeline
Customer Service Representative II
Bank of America
11.2019 - 05.2020
Collection Specialist and Loan Officer
Portside Finance
05.2018 - 10.2018
Customer Service Representative
Transcom
07.2017 - 05.2018
Customer Service Representative
Amazon
05.2017 - 11.2017
Technical Support Representative and Mentor
Frontier Communications
07.2016 - 04.2017
Trail Guide
Three Oaks Farm
02.2016 - 06.2016
Server
Jekyll Island Convention Center
09.2015 - 12.2015
Cashier/Customer Service
Family Dollar
08.2014 - 12.2014
Cashier/Customer Service
Family Dollar
08.2014 - 12.2014
Founder and CEO
Rainbow Ranch
10.2013 - 08.2015
Security Officer
Millennium Security
06.2013 - 12.2013
Florida Community State College
High School Diploma
Florida State College at Jacksonville
Associate's degree from Psychology
Training
In training for certified recovery peer support until 12/22/2025