LAURA L MINTER
LONGISCITY,NY
Summary
Focused customer service agent looking for a new challenge in a results-driven environment. Experienced in defining and analyzing customer requests to resolve issues accurately and quickly with high first contact resolution. Strong computer skills in a Windows-based environment and proven ability to learn unique software. A confident and effective communicator who receives excellent customer feedback. Reliable Work From Home Customer Service Agent known for providing consistent availability and performance metrics. Comfortable applying scenario-driven responses or personally-researched resolutions. Talented at reaching mutually beneficial outcomes even during stressful customer service calls. 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
17
17
years of professional experience
Work History
Work From Home Customer Service Agent
CardWorks Servicing
07.2022 - 12.2022
- Answered inbound customer queries according to internal policies, meeting concerns and resolving questions.
- Provided empathetic and amiable communications to callers in stressful situations to support constructive outcomes and satisfactory resolutions.
- Maintained functional and productive workspaces, prioritizing quiet atmospheres for call quality and clarity.
- Applied creative thinking to client questions and concerns absent from scenario-based response manuals.
Hr/Payroll
Construction staffing solutions
11.2018 - 01.2019
- Provide support to management team with regard to performance management and employee relations matters
- Manage the Worker's Compensation documentation in conjunction with the claims manager
- Perform other duties and special projects as requested by management
- Prepare various payroll and management reports, journal entries, workers compensation and reconcile quarterly payroll taxes
- Assist with all other HR functions including unemployment, Worker's Comp, and employee engagement
- Make written reports to the Executive Director on invoices received that do not match purchase orders
- Process payroll updates, adjustments, deductions and garnishments for employee record changes, leaves of absence, insurance coverage enrollments/changes, personnel/payroll status updates, terminations and hires issued for payroll processing
- Use programs such as Exactime Sterling Quick Book
Customer service
Deliv Foodkick
01.2014 - 04.2018
- Use computer to collect task and inventory
- Recorded each delivery using the proper paperwork before leaving facility
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Contact customer prior to delivery to confirm and coordinate delivery time
- Verified each delivery against shipping instructions before delivering to customers
- Provided an elevated customer experience to generate a loyal clientele
- Recipient of multiple positive reviews acknowledging dedication to excellent customer service
Housekeeping/Customer Service Associate
DFW Hotel
08.2012 - 02.2014
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Informed customers about special promotions and provided detailed information for various products.
- Developed and actualized customer service initiatives to decrease wait times.
Home Health Aide
Sunny side HHA
12.2010 - 09.2011
- Carefully assisted with medications ordinarily self-administered (followed strict state regulations)
- Patiently communicated with patients; performed additional supportive duties as requested by medical staff in charge
- Accepts and offers understanding of patients' emotional needs ensuring comfort and safety at all times
- Provided good skin care for patient and observed patient's skin then reported results to Registered Nurse when necessary
- Obtained patient temperature, pulse, respiration and blood pressure; with watchful care for patient reactions
- Diligently maintained a safe patient environment, protected patient from falls to avoid critical injuries.
Customer Service Cashier
Whataburger
02.2010 - 11.2010
- Customers Service
- Recorded customers' orders at drive-thru and counter
- Monitored orders and ensure they arrived in a quick and in an organized manner
- Swept, mopped, and kept up with cleaning tasks regularly
- Helped in kitchen when needed.
- Enabled customers to feel welcomed, important and appreciated by answering questions about products sold throughout store.
- Resolved customer complaints and maintained clean and tidy checkout area.
Telemarketing Call Center
Opinion access Corp
08.2007 - 12.2009
- Demonstrated exceptional sales ability and strong interpersonal skills with a persuasive, positive, and confident approach
- Scheduled appointments for sales representatives to meet with prospective customers
- Achieved sales targets on a month-by-month basis
Customer Service
Good Temps Agency
04.2005 - 12.2007
- Provided customers with product and service information
- Identified, researched, and resolved customer issues using the computer system
- Followed-up on customer inquiries not immediately resolved
- Completed call logs and reports
- Researched billing issues
- Researched misapplied payments
Fresh Direct
06.2004 - 02.2007
- Customers Service
- Organized customer information and account data for business planning and customer service purposes
- Managed route schedules to maximize time and fuel efficiency
- Created excel spreadsheets to track customer data and perform an intense reconciliation process
- Processed accounts receivable
- Assisted in reconciling accounts payable
Cashier
Trade Fair Supermarket
01.2003 - 06.2004
- Designed and put together store displays
- Balanced out daily sales history at the end of the day
- Performed cashier, bagger, and other duties as assigned
- Assisted in weekly sales promotion price changes
- Supervised baggers and other cashiers and assisted customers with finding items.
Education
High School Diploma -
Woodrow Wilson High School
Dallas, TX06.2005
Skills
- Order and Refund Processing
- Communications Strategies
- Data Entry and Maintenance
- Special Requests
- Foreign Currency Exchanges
- Issue and Complaint Resolution
- Step Instructions
- Call Control
- Efficient and Detail-Oriented
- Call Center Operations
- Online Chat
Timeline
Work From Home Customer Service Agent
CardWorks Servicing
07.2022 - 12.2022
Hr/Payroll
Construction staffing solutions
11.2018 - 01.2019
Customer service
Deliv Foodkick
01.2014 - 04.2018
Housekeeping/Customer Service Associate
DFW Hotel
08.2012 - 02.2014
Home Health Aide
Sunny side HHA
12.2010 - 09.2011
Customer Service Cashier
Whataburger
02.2010 - 11.2010
Telemarketing Call Center
Opinion access Corp
08.2007 - 12.2009
Customer Service
Good Temps Agency
04.2005 - 12.2007
Fresh Direct
06.2004 - 02.2007
Cashier
Trade Fair Supermarket
01.2003 - 06.2004
High School Diploma -
Woodrow Wilson High School
Similar Profiles
Donna GrilliDonna Grilli
Team Leader - Customer Care at Cardworks ServicingTeam Leader - Customer Care at Cardworks Servicing
Shaniqua Shadding-JamisonShaniqua Shadding-Jamison
Fraud Investigator at CardWorks ServicingFraud Investigator at CardWorks Servicing
Nicholas ChristensenNicholas Christensen
Investigating Specialist at CardWorks ServicingInvestigating Specialist at CardWorks Servicing
Temekia RossTemekia Ross
REMOTE DISPUTE ASSOCIATE I at CardWorks ServicingREMOTE DISPUTE ASSOCIATE I at CardWorks Servicing
Jovie NoackJovie Noack
Coaching Assistant at Long Island "Elite" Yellow JacketsCoaching Assistant at Long Island "Elite" Yellow Jackets