Laura Rempe
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
Overview
21
21
years of professional experience
Work History
Customer Service Representative
Consumer Cellular
01.2025 - Current
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Documented and detailed calls and complaints using call center's CRM database.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Investigated and resolved accounting, service and delivery concerns.
- Educated customers about billing, payment processing and support policies and procedures.
- Detailed payment options and explained price, receipt and billing details to customers.
- Investigated and resolved customer inquiries and complaints efficiently and timely.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Responded proactively and positively to rapid change.
Public Housing Applications Specialist
Oklahoma City Housing Authority
03.2008 - 03.2024
- Scheduled appointments with applicants to gather information and explain benefits processes.
- Interviewed applicants and explained scope of different available benefits.
- Assisted clients with completion of applications and paperwork.
- Process applications and conduct applicant screening for approval of public housing.
- Preparation of written reports for resident file.
- Completed paperwork, recognizing discrepancies while promptly addressing issues for resolution.
- Notification of eligibility or ineligibility of application through written communication
Maintenance of resident list requiring annual recertification. - Collaborate with external customers through oral and/or written communication for application completion and/or conflict resolution
- Notification of rent changes through written communication
- Data entry of applicant demographics and Housing Authority decision
- Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
- Developed strong organizational and communication skills through coursework and volunteer activities.
- Facilitated in-person learning, coaching and mentoring to new employees.
- Mentored new hires, resulting in stronger staff development and increased productivity.
Cashier/Floor Associate
Sam's Club
08.2004 - 02.2010
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Assisted customers with purchase and answered questions about product
- Stocked, tagged and displayed merchandise as required.
- Restocked and organized merchandise and conducted inventory count.
- Responded promptly to requests for assistance, spills and customer inquiries.
- Learned duties for various positions and provided backup at key times.
- Built relationships with customers to encourage repeat business.
Education
High School Diploma -
Del City High School
Del City, Oklahoma05-2001
Skills
- Customer Service
- Conflict Resolution
- Dependable and Adaptive Team Player
- Excellent Communication Skills
- Time Management
- Microsoft Office Proficient
- Proficient in Data Entry and 10-Key
- File Maintenance
- Multitasking ability
- Leadership and Management Skills
- Documentation Review
Timeline
Customer Service Representative
Consumer Cellular
01.2025 - Current
Public Housing Applications Specialist
Oklahoma City Housing Authority
03.2008 - 03.2024
Cashier/Floor Associate
Sam's Club
08.2004 - 02.2010
High School Diploma -
Del City High School
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