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
Woodbury, NY
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
Queens, NY
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
Brooklyn, NY
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
Dallas, TX
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
Euless, TX
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