Laura Setzer
Tooele,Utah
Summary
Store Manager with 13+ years of experience in enhancing customer satisfaction and driving sales growth through strategic initiatives and innovative solutions. Demonstrates strong leadership and team development skills, effectively optimizing resources and improving customer service across retail and tech industries. Excels in data-driven decision-making and adept at implementing creative strategies for market expansion and increased profitability.
Overview
13
13
years of professional experience
Work History
Store Manager
Rent-A-Center
08.2023 - 11.2024
- Led store operations to enhance customer satisfaction and boost sales
- Increased store profitability through strategic resource management
- Developed team skills, resulting in improved customer service
- Implemented effective account management, achieving sales targets
- Directed leadership initiatives to positively impact store performance
- Led store operations, driving customer satisfaction and revenue growth through strategic sales initiatives and effective resource management
- Fostered a team-oriented environment, empowering staff to deliver exceptional customer service and achieve store performance targets
- Implemented creative solutions to enhance product accessibility, resulting in improved customer experiences and increased sales conversions
- Utilized data-driven insights to optimize inventory management and pricing strategies, leading to substantial improvements in store profitability
- Developed and executed long-term strategies to expand market share and cultivate lasting customer relationships in a competitive retail landscape
- Streamlined store operations, elevating customer satisfaction and driving revenue growth through strategic sales initiatives and resource optimization
- Implemented creative solutions to enhance product accessibility, improving customer experiences and boosting sales conversions
CSAT Master
ClearSource
12.2019 - 08.2023
- Led team in resolving complex grill tech issues, enhancing customer satisfaction
- Implemented leadership strategies, improving team performance and client feedback
- Monitored and improved customer service metrics, increasing resolution efficiency
- Conducted training sessions, fostering skill development and team collaboration
- Reviewed client surveys, ensuring timely resolution and improved customer experiences
- Led CSAT initiatives, enhancing customer experience through timely survey reviews and issue resolution, resulting in improved satisfaction scores
- Mentored frontline agents as team lead, conducting weekly one-on-ones and daily coaching sessions to foster skill development and performance improvement
- Analyzed customer feedback trends, providing actionable insights to management for strategic decision-making and service enhancements
- Coordinated cross-functional projects for WBR and CSAT agendas, facilitating seamless communication between departments to drive operational efficiency
- Maintained meticulous documentation of customer interactions and resolutions, ensuring comprehensive records for continuous service quality improvement
- Spearheaded CSAT initiatives, driving customer satisfaction through timely survey reviews and issue resolution, resulting in notable improvement in scores
Customer Care Solution
Vivint Smart Home
01.2018 - 01.2020
- Managed tier2 tech support, resolving system and billing issues efficiently
- Advanced to tier4, expertly handling complex tech support and customer care tasks
- Enhanced customer satisfaction by effectively troubleshooting and programming smart devices
- Collaborated on work from home project, ensuring seamless tech support operations
- Improved system reliability through detailed maintenance and problem-solving skills
- Streamlined tech support processes, reducing average resolution time and improving customer satisfaction ratings for Vivint Smart Home's work-from-home project
- Developed creative solutions for complex smart home system issues, enhancing troubleshooting efficiency and minimizing escalations to higher tiers
- Mastered intricate programming of diverse smart home devices, ensuring precise configurations and optimal functionality for customers' systems
- Mentored junior tech agents, sharing expertise in billing, cancellations, and advanced system maintenance, fostering a culture of continuous learning
- Analyzed recurring customer issues, proposing data-driven improvements to product design and support protocols, leading to enhanced user experience
- Optimized smart home system troubleshooting, reducing resolution time and improving customer satisfaction for Vivint's work-from-home project
Office Manager
H&R Block
12.2011 - 05.2019
- Managed office operations, ensuring bi-weekly schedule completion and posting
- Increased client base each tax season through effective strategies
- Progressed from CSP to year-round tax professional, enhancing expertise
- Trained staff for one season, then advanced to Off Ice Manager role
- Directed team to achieve measurable improvements in client satisfaction
- Led tax office operations, ensuring timely schedule completion and client growth
- Progressed from CSP to year-round tax pro, demonstrating expertise and leadership
- Implemented efficient tax preparation processes, enhancing office productivity
- Developed strategies for client acquisition, contributing to consistent growth each season
- Managed office operations, driving client growth and team productivity
- Oversaw schedule management, ensuring smooth workflow during peak tax seasons
- Trained new tax professionals, fostering a knowledgeable team
- Coordinated with staff to maintain high-quality service standards and meet client expectations
- Oversaw meticulous tax preparation, ensuring accuracy and compliance
- Managed biweekly scheduling, optimizing resource allocation for maximum efficiency
Operations Supervisor
Connexion
09.2016 - 11.2017
- Led a33-member team to meet Medicare Advantage sales targets, boosting performance metrics
- Managed agent KPIs through strategic coaching, ensuring consistent quality and efficiency
- Provided critical oversight and support during escalated calls, enhancing customer satisfaction
- Implemented targeted coaching sessions, improving call resolution rates and agent effectiveness
- Led33-member team selling Medicare Advantage plans, ensuring KPI achievement through weekly quality assurance coaching and daily call reviews
- Drove performance improvements as Operations Supervisor, implementing targeted coaching strategies to enhance team productivity and call quality
- Fostered a collaborative environment, providing ongoing support to team members and addressing escalated customer concerns as needed
- Analyzed team performance metrics to identify areas for improvement, developing and implementing data-driven strategies to boost overall efficiency
Geek Squad Team Manager
Best Buy / Alorica
06.2015 - 09.2016
- Managed team schedules ensuring accurate timekeeping and workflow efficiency
- Monitored Avaya and Verint systems to maintain seamless operations and compliance
- Conducted weekly coaching, achieving consistent KPI and attendance improvements
- Enhanced team performance through strategic guidance and support
- Drove measurable improvements in team productivity and goal attainment
- Led Geek Squad team, optimizing workflow through Avaya monitoring and Verint adherence checks, ensuring KPI targets were consistently met
- Implemented strategic coaching sessions, driving performance improvements and fostering a culture of accountability within the team
- Pioneered efficient time management strategies, streamlining team starts/stops and significantly enhancing overall productivity
- Mentored team members to exceed KPI and attendance goals, fostering professional growth and boosting team morale
- Analyzed performance metrics to identify areas for improvement, implementing data-driven strategies to optimize team efficiency
Education
High School Diploma -
Kearns High
Skills
- Google docs proficiency
- Customer service
- Problem-solving
- Customer relations
- Multitasking and organization
- Store operations
- Inventory management
- Cash management
- Supply ordering
- Microsoft Word mastery
- Team leadership
- Operations management
- Strong multi-tasking
- Complaint handling
- CRM software
- Call center experience
- Inventory control
- POS systems
Timeline
Store Manager
Rent-A-Center
08.2023 - 11.2024
CSAT Master
ClearSource
12.2019 - 08.2023
Customer Care Solution
Vivint Smart Home
01.2018 - 01.2020
Operations Supervisor
Connexion
09.2016 - 11.2017
Geek Squad Team Manager
Best Buy / Alorica
06.2015 - 09.2016
Office Manager
H&R Block
12.2011 - 05.2019
High School Diploma -
Kearns High
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