- Creating art zines and sharing my art projects on various social media outlets, spending time backcountry camping and teaching women outdoor safety, traveling and visiting other countries for the sole purpose of expanding my fictional writing and fiber arts skills
Laura McCullough DeLorme
MILWAUKEE,WI
Summary
Multifaceted, adaptable small business owner and former Call Center Customer Service Supervisor at BMO Harris Bank. I'm skilled in operational management, customer service and especially skilled at deescalating volatile stressed customers.
In addition to my strong customer service skills and ability to work independently, I have a proven track record of creativity and flexibility in a variety of remote work environments.
I've also built a 5-star online Etsy shop with over 6,500 orders while mentoring staff and building a loyal long term customer base at my retail location.
Overview
32
32
years of professional experience
Work History
Small Business Owner & Artist
Precious & Peculiar (Self)
01.1999 - Current
- Managed daily operations for a successful small business, ensuring efficient processes and quality services.
- Established a loyal customer base by providing personalized attention, addressing concerns promptly, and exceeding expectations.
- Promoted business via social media to generate leads and maximize brand identity.
- Enhanced company reputation by consistently delivering exceptional service quality to customers.
- Worked independently and with discipline from a busy home studio without distractions.
- Designed promotional materials to increase brand awareness in local community.
Customer Service Call Center Supervisor
BMO Harris Bank (Formerly M& I Metavante)
05.1994 - 08.1999
- Managed a team of fifteen customer service representatives in a call center environment, ensuring timely resolution of client inquiries and issues.
- Learned and taught CSR's complicated and often conflicting policies for the over two hundred financial institutions we served under the umbrella of one call center.
- Monitored call center statistics and such as talk and wait times to make sure customer service representatives met our service standards.
- Coached and mentored agents for increased performance, resulting in higher customer service ratings.
- Analyzed call center metrics to identify areas of improvement and implemented targeted action plans for each issue.
- Was a a critical team member of the internal audit control committee and developed processes and procedures to ensure my department was complaint with all state and federal regulations.
Customer Service Representative
Schneider National Inc.
11.1992 - 05.1994
- I was the regional representative, handling several hundred daily shipping loads in and out of the state of Minnesota and handled many high profile clients such as Frigidaire and Anderson Windows.
- 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.
- I also worked with drivers ensuring they had all the information needed to deliver their loads safely and within DOT rules and regulations.
- While at Schneider National I was trained in proper placarding for the transport of hazardous materials on both truck and rail containers.
Education
Associate of Arts - Fine Arts
Harry S Truman College
Chicago, ILSkills
- Every aspect of operating a small business This includes creation and development of products, marketing, taxes, mentoring and maintaining a staff of as many as seven full and part time employees, teaching and coaching employees for basic retail duties, but also ensuring proper telephone customer etiquette was practiced with every single inbound and outbound call of the brick and mortar retail location
- Maintaining a strong on-line sales presence including a 5 star Etsy shop with over 6500 orders I am especially proud of the fact that my work as an artist was featured on the Netflix Series Grace & Frankie for all seven seasons, that I was invited to create handmade passport cases for journalist swag bags at the 2008 Olympics in Toronto and that my worked was featured on Stylehive and Designsponge
Interests
Timeline
Small Business Owner & Artist
Precious & Peculiar (Self)
01.1999 - Current
Customer Service Call Center Supervisor
BMO Harris Bank (Formerly M& I Metavante)
05.1994 - 08.1999
Customer Service Representative
Schneider National Inc.
11.1992 - 05.1994
Associate of Arts - Fine Arts
Harry S Truman College
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