LAURA WINEBRINNER
Mesa,AZ
Summary
Dependable, customer-focused Customer Service Professional with over 5 years of experience delivering exceptional remote and phone-based support across diverse industries. Proven track record in high-volume phone support, appointment scheduling, account management, collections, and order fulfillment. Proficient in Salesforce, CRM platforms, and Microsoft Office, with strong capabilities in active listening, de-escalation, precise documentation, and independent problem-solving. Adept at managing competing priorities in fast-paced, virtual environments while maintaining maximum quality, accuracy, and customer satisfaction.
Overview
6
6
years of professional experience
Work History
Customer Care Advocate
ZipRecruiter
10.2021 - 05.2024
- Delivered high-quality customer support for account and service-related inquiries via phone and digital channels in a fast-paced environment.
- Investigated complex customer concerns, identified root causes, and provided accurate, timely solutions to enhance retention and customer satisfaction.
- Maintained meticulous account records and interaction history within CRM systems, ensuring full compliance and continuity of care.
- Demonstrated exceptional patience, empathy, and attention to detail while managing multiple customer inquiries simultaneously.
Donation Scheduling Agent
Communication Logic
01.2021 - 01.2026
- Provided dedicated phone-based customer support, expertly scheduling donation appointments aligned with customer availability and operational logistics.
- Answered detailed questions, resolved client concerns, and provided clear information while maintaining a professional and empathetic tone.
- Accurately logged customer data, scheduling updates, and communication logs in enterprise CRM platforms.
- Successfully managed high-volume customer interactions daily while maintaining high standards of service quality and productivity.
Collections Specialist
Serv Rx
04.2024 - 08.2025
- Communicated directly with customers regarding account status, outstanding balances, and complex billing inquiries.
- Utilized active listening and advanced problem-solving techniques to navigate sensitive financial situations professionally and empathetically.
- Documented all account adjustments, payment plans, and client communications with strict adherence to confidentiality guidelines.
- Educated customers on flexible payment options and resolved billing inquiries efficiently to achieve positive account resolutions.
Personal Shopper
Instacart
11.2023 - Current
- Provide responsive, customer-first service while independently managing time-sensitive shopping, order fulfillment, and delivery tasks.
- Proactively communicate with customers regarding product substitutions, stock availability, order updates, and tailored requests.
- Resolve order issues and client concerns on the fly while maintaining high accuracy, attention to detail, and top-tier customer ratings.
Education
GED - General Educational Development
Apollo College
Skills
- Remote Support & CX: Virtual Customer Care, Inbound/Outbound Phone Support, Escalation Resolution, High-Volume Service
- Technical Tools: Salesforce CRM, Microsoft Office Suite, Data Entry, Multi-Line Phone Systems, Account Documentation
- Operations & Planning: Appointment Scheduling, Account Management, Order Fulfillment & Tracking, Priority Management
- Communication & Soft Skills: Active Listening, Conflict De-escalation, Empathy & Patience, Professional Written/Verbal Communication
Personal Information
- Title: REMOTE CUSTOMER SERVICE PROFESSIONAL
- Availability: Open to Remote Opportunities
Timeline
Collections Specialist
Serv Rx
04.2024 - 08.2025
Personal Shopper
Instacart
11.2023 - Current
Customer Care Advocate
ZipRecruiter
10.2021 - 05.2024
Donation Scheduling Agent
Communication Logic
01.2021 - 01.2026
GED - General Educational Development
Apollo College