Laura Pilkington
Chula Vista,CA
Summary
Service specialist with over 20 years of experience in customer service. Dedicated to improving productivity and efficiencies to deliver optimal results. Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.
Overview
24
24
years of professional experience
Work History
Processing Coordinator
Marathon TS
09.2024 - Current
- Provide instructions to noncitizens and assist with administrative functions related to intaking storing and tracking personal property.
- Prepare administrative documents including reports concerning transportation and deportation of detained citizens
- Log welfare checks and conditions in custody into informational systems.
- Assist with Afile preparation/upload and case file assembly
- Contact noncitizen family members( only when requested by noncitizen).
- Stock inventory of basic needs for detainees.
Processing Coordinator
Ranger Land Systems
06.2023 - 09.2024
- Clearance T5
- Data entry
- Managed and reviewed highly sensitive information related to immigration case files, provided data management support services to ICE and CBP, assisted with ICE runs, performed analysis and audits on files, and handled secure materials in accordance with policy.
- Perform analysis and audits on files, reports, and information systems and databases to update information
- Inventory: Handling and safeguarding secure materials and property in support of processing in accordance with existing policy
- Responding and managing complaints and inquiries from internal and external customers and personal.
- Coordinated cross-functional teams for seamless project execution and improved overall productivity.
- Established strong working relationships with internal personal, negotiating favorable terms for services rendered.
- Managed high-volume data entry tasks, resulting in accurate and timely updates to company records.
Service Representative Lead - Sales/Service & Retention
AT&T
01.2001 - 03.2022
- Assisted team members with operations and compliance, resolved customer issues, maintained strong computer skills, managed workload, evaluated training materials, and collaborated with sales teams to enhance customer service.
- Analyzed and resolved problems concerning team members quality assurance and company compliance with regards to FCC and California Public Utilities Commission.
- Maintained strong computer skills, writing detail-oriented write ups on all interactions with customers, including requests, billing errors, refunds and orders.
- Resolved team member workload management complications while ensuring goals were successfully met and assignments were completed. Also making sure the needs of the business were met.
- Analyzed and evaluated customers accounts to verify accuracy and make recommendations to improve their experience while executing sales, service and customers experience were in compliance with company policy and procedures. Offered alternative solutions where appropriate with the objective of retaining customers
- Evaluated new training material and implemented changes to management to maintain customer retention and customer satisfaction.
- Managed customers questions, complaints and billing inquiries with the highest degree of professionalism, empathy and courtesy to achieve customer issue resolution
- Worked and led collaboratively in a team environment of more than 12 members.
Education
Grossmont College
01.1998
California State University Bakersfield
01.1996
Skills
- Exceptional customer service and decision making skills to exceed customer satisfaction and overall customer experience
- Strong work ethic, professional demeanor, initiative, and able to multi-task on several projects while completing the day-to-day workload
- Extremely productive and efficient in a high volume and stressful environment
- Possess excellent written ,verbal communication and analytical skills with keen abilities to goal set and follow through to completion
- Adaptable to any environment that requires proficiency and fast learning to implement new processes and procedures
- Computer Proficient in Microsoft Office, Excel and other productivity tools
- Strong communication, Bilingual (English, Spanish), problem solving, decision-making and negotiating
- Cross-functional support
- Document Management
- Order Processing
- Teamwork and Collaboration
- Multitasking and Organization
- Reliability
- Data Entry
- Self Motivation
References
- Rebecca Panos, (619) 997-4420
- Melissa Hernandez (619) 779-6322
Timeline
Processing Coordinator
Marathon TS
09.2024 - Current
Processing Coordinator
Ranger Land Systems
06.2023 - 09.2024
Service Representative Lead - Sales/Service & Retention
AT&T
01.2001 - 03.2022
Grossmont College
California State University Bakersfield
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