Hardworking Customer Service Representative with 10 years of experience working with Service. Trained in project and time management with extensive knowledge of Customer Care and proven multitasking abilities. Committed to maintaining professional relationships with clients to increase profitability and drive business results.
Hi, I’m
Laura Sims
Greenville,IN
Summary
Overview
8
years of professional experience
1
Certification
Work History
Startek, INCMyrtle Beach, SC
Lead Customer Service Advocate
11.2018 - Current
Job overview
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Reviewed associate performance each month to identify training needs.
- Engaged clients in person and over phone to answer questions and address complaints.
- Helped operators handle incoming calls and managed escalated needs with targeted resolutions.
- Conferred with senior management to handle and correct disciplinary or knowledge issues.
- Coordinated responses for key accounts, using business acumen and attention to detail to balance company and customer demands.
- Delivered excellent customer service, resulting in consistent 95% customer satisfaction rating.
Startek, INCJeffersonville, IN
Lead Customer Service Advocate
06.2017 - 08.2019
Job overview
- Updated customer accounts in CSR to maintain accurate, current and compliant customer records.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Engaged clients in person and over phone to answer questions and address complaints.
- Helped operators handle incoming calls and managed escalated needs with targeted resolutions.
- Conferred with customers about concerns with products or services to resolve problems and drive sales.
RBG Company LLCClarksville, IN
Office Secretary
06.2018 - 06.2019
Job overview
- Provided clerical support to five company employees by copying, faxing and filing documents.
- Maintained office supplies inventory by checking stock and ordering new supplies as needed.
- Delivered top-notch administrative support to office staff, promoting excellence in office operations.
- Drafted professional memos, letters and marketing copy to support business objectives and growth.
- Sorted, opened and routed incoming correspondence and deliveries to help senior leaders respond quickly to business and customer requirements.
Salvation Army Soup KitchenLouisville, KY
Cook
06.2015 - 11.2018
Job overview
- Prepared food items to meet recipes, portioning, cooking and waste control guidelines.
- Assisted chef with planning easy but elegant appetizers to spark customer interest.
- Prepared identical dishes numerous times daily with consistent care, attention to detail and quality.
- Sanitized kitchen surfaces and equipment by cleaning grills, griddles, ovens and fryers
- Maintained well-stocked stations with supplies and spices for maximum productivity.
Education
Indiana University SoutheastNew Albany, IN
Associate of Science from Applied Mathematics
University Overview
Floyd Central High SchoolFloyd Knobs, IN
High School Diploma
05.2003
University Overview
Skills
- De-escalation Techniques
- Data Entry and Maintenance
- Upbeat and Positive Personality
- Issue and Complaint Resolution
- Calm and Professional Under Pressure
- CRM Software
- Verbal and Written Communication
- Courteous with Strong Service Mindset
- Responding to Difficult Customers
- Building Customer Trust and Loyalty
- Understanding Customer Needs
- Customer Retention Strategies
- Customer Data Confidentiality
- Efficient and Detail-Oriented
- Creative Problem Solving
- Multitasking and Prioritization
- Order and Refund Processing
- Establishing and Maintaining Customer Relationships
- Administrative and Office Support
- Proactive Self-Starter
- Team-Oriented and Cooperative
- Microsoft Office Suite
- Refunds and Returns Management
- Document and Records Management
Certification
- Marketing Training - 2 Years
Timeline
Lead Customer Service Advocate
Startek, INC
11.2018 - Current
Office Secretary
RBG Company LLC
06.2018 - 06.2019
Lead Customer Service Advocate
Startek, INC
06.2017 - 08.2019
Cook
Salvation Army Soup Kitchen
06.2015 - 11.2018
Indiana University Southeast
Associate of Science from Applied Mathematics
Floyd Central High School
High School Diploma
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