Laura Waddell
Mesa,AZ
Summary
Focused customer service professional dedicated to meeting and exceeding customer expectations by delivering industry-leading support. Skilled in handling inbound and outbound calls, online requests and emails with good problem-solving, multitasking and research abilities. Background in Call Center roles with high-volume customer demands.
Overview
40
40
years of professional experience
Work History
Customer Care Specialist
DHL Supply Chain
Tempe, AZ
09.2022 - 03.2024
- Assisted customers with inquiries regarding import and export shipment clearance process and assisted in clearing services via phone, email, and chat.
- Provided timely responses to customer questions and complaints in a professional manner.
- Resolved customer issues efficiently by identifying problems, researching solutions, and following up on outcomes.
- Tracked order status updates in order to provide accurate delivery estimates to customers.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
Loan Core Advisor/Collector
Bridgecrest-Drivetime
Mesa, AZ
02.2020 - 08.2022
- Documented collection efforts thoroughly using established policies and procedures.
- Maintained a professional demeanor when interacting with customers during collections calls.
- Assessed customer financial information to determine the best payment plan for delinquent accounts.
- Identified and contacted customers with past due balances via inbound and outbound call
- Negotiated repayment plans according to company policy and customer ability to pay.
Mortgage Agent
Cenlar FSB
Tempe, AZ
12.2019 - 01.2020
- Maintained customer records, ensuring accuracy and completeness of all data.
- Advised borrowers on the best strategies for managing their debt obligations.
- Responded promptly to inquiries from customers regarding their loans.
- Informed customers of application deadlines, approvals and denials regarding mortgage insurance
- temp position do to COVID
Fraud Prevention Specialist
Macys Call Center
Tempe, AZ
09.2019 - 12.2019
- Reviewed and analyzed customer account activity to identify any fraudulent activities.
- Monitored customer accounts for unusual behavior or irregularities that may indicate fraudulent activity.
- assisted with call transfer process during the AZ call center closure
Frontline Customer Service Representative
DHL Supply Chain
Tempe, AZ
07.2018 - 09.2019
- Answered customer inquiries and provided accurate information regarding products and services.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Collections / Patient Coordinator
AZ Biltmore, Toothology and Blue dot Dental
Phoenix, AZ
05.2019 - 08.2019
- Coordinated patient appointments and maintained appointment schedule.
- Reviewed patient accounts on a regular basis to ensure accuracy of billing data.
- Coordinated follow-up care for discharged patients and monitored progress towards recovery goals.
- temporary at home position to assist with collection efforts
Franchise Business Consultant-Quality Assurance Sp
Direct Energy
Tempe, AZ
06.2012 - 08.2018
- Analyzed existing franchises to evaluate financial performance and profitability.
- Coordinated meetings between call center directors and franchises
- Reviewed current operations and identified areas for improvement within the call center and franchise locations.
- evaluated call center employees performance to ensure quality and KPI'S of the agents
- Prepared detailed reports summarizing findings from consulting engagements.
- provided coaching and development of call center agents
Property Manager /Realtor
Waddell Investments LLC
Mesa, AZ
10.2004 - 06.2012
- Conducted periodic inspections of properties to ensure compliance with safety regulations and tenant requirements.
- Developed and implemented effective leasing strategies to maximize occupancy rates.
- Assessed rental applications, conducted background checks, and approved or denied prospective tenants based on established criteria.
- Negotiated leases, rental agreements, and other contractual documents related to property management activities.
Executive Administrative Assistant /Grants Administrator
Gilbert Unified School District
Gilbert, AZ
09.1999 - 10.2004
- Reviewed and processed expense reports and invoices for accuracy and completeness.
- Organized and maintained executive calendars, scheduled meetings, conferences, travel arrangements, and appointments.
- Provided secretarial support to the executive staff including composing correspondence, memos, presentations, reports and other documents as requested.
- Coordinated communications between departments to ensure timely completion of projects.
- Developed filing systems to maintain confidential records of personnel information and business activities in accordance with state and federal quidelines of the special needs grants
Team Leader/Quality Assurance Analyst
American Express
Phoenix, AZ
11.1988 - 10.1996
- Coordinated team activities and delegated tasks to ensure efficient completion of projects.
- Developed strategies for problem solving and conflict resolution among team members.
- Conducted regular performance reviews to assess individual team member progress.
- Provided coaching and feedback on employee performance, encouraging professional development.
- Monitored daily workflow to ensure adherence to established policies and procedures.
Education
High School Diploma -
Martin Van Buren High School
Queens Village, NY06-1982
Associate of Science - Computer Programming
Queensborough Community College of The City University of New York
BaysideSkills
- Customer service excellence
- [Product or Service] support
- Quality Assurance
- Customer Relations
- Problem Resolution
Timeline
Customer Care Specialist
DHL Supply Chain
09.2022 - 03.2024
Loan Core Advisor/Collector
Bridgecrest-Drivetime
02.2020 - 08.2022
Mortgage Agent
Cenlar FSB
12.2019 - 01.2020
Fraud Prevention Specialist
Macys Call Center
09.2019 - 12.2019
Collections / Patient Coordinator
AZ Biltmore, Toothology and Blue dot Dental
05.2019 - 08.2019
Frontline Customer Service Representative
DHL Supply Chain
07.2018 - 09.2019
Franchise Business Consultant-Quality Assurance Sp
Direct Energy
06.2012 - 08.2018
Property Manager /Realtor
Waddell Investments LLC
10.2004 - 06.2012
Executive Administrative Assistant /Grants Administrator
Gilbert Unified School District
09.1999 - 10.2004
Team Leader/Quality Assurance Analyst
American Express
11.1988 - 10.1996
High School Diploma -
Martin Van Buren High School
Associate of Science - Computer Programming
Queensborough Community College of The City University of New York