Laural Wicks
Schertz,TX
Summary
Professional with proven expertise in customer support, adept at resolving issues efficiently and enhancing client satisfaction. Strong collaborator who thrives in team environments and adapts readily to changing demands. Skilled in communication, problem-solving, and using CRM software to deliver impactful results. Known for reliability and results-driven approach, ensuring high standards are consistently met.
Overview
18
18
years of professional experience
Work History
Retention Specialist
Charter Communications, Spectrum
08.2023 - 09.2024
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
- Negotiated contract renewals, securing continued business partnerships with satisfied clients.
- Built constructive customer relationships to improve loyalty and recommendations.
- Developed strong relationships with key accounts, ensuring ongoing satisfaction and long-term commitment.
- Utilized knowledge of customer experience to create specialized plans for customer retention.
Inventory Specialist
Amazon
02.2020 - 05.2022
- Enhanced inventory accuracy by conducting regular cycle counts and reconciling discrepancies.
- Performed data entry and completed proper paperwork.
- Completed physical inventory counts each month.
- Collaborated with team members to ensure timely completion of daily tasks, increasing overall productivity.
- Maintained a clean and well-organized work environment, promoting safety and efficiency among team members.
- Managed the return process for damaged or defective goods, ensuring prompt resolution for customers and minimizing financial loss for the company.
- Optimized storage layouts by analyzing space usage patterns, leading to increased capacity without additional expense or construction requirements.
Expo Manager
Cheddars Scratch Kitchen
10.2018 - 01.2020
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
Medical Insurance Specialist
Rotech Healthcare
10.2015 - 07.2018
- Implemented efficient workflows within the department, leading to a reduction in processing time for each claim submitted.
- Assisted management in developing policies and procedures for streamlined billing processes, ensuring accuracy and compliance across the department.
- Reduced claim denials by verifying patient eligibility and coverage details prior to submission.
- Conducted thorough reviews of denied claims, identifying errors or missing information before resubmitting corrections for payment approval.
- Increased patient satisfaction by efficiently processing insurance claims and addressing inquiries.
- Maintained strict confidentiality of sensitive patient information, adhering to HIPAA guidelines and other applicable regulations in all aspects of the role.
- Provided exceptional customer service, assisting patients in understanding their insurance benefits and financial responsibilities.
- Enhanced data accuracy by meticulously updating patient records and insurance information in the system.
- Maintained compliance with industry regulations by staying updated on coding changes and guidelines.
Store Manager of Operations
Jack in the Box
05.2006 - 09.2015
- Increased sales by [Number]% with special displays and promotions.
- Increased store traffic by organizing engaging events and promotions that appealed to target customers.
- Oversaw the implementation of new technology solutions for efficient inventory tracking, data analysis, and overall store operations enhancement.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Monitored competitor activities within the local market, adjusting strategies as necessary to maintain a competitive edge and drive store success.
- Coordinated with regional management on strategic planning initiatives aimed at improving store performance within the district or territory as a whole.
- Facilitated open communication channels between staff members and upper management by conducting regular team meetings, fostering transparency in decision-making processes.
- Evaluated store performance metrics to identify areas of improvement and implement necessary changes for better results.
- Reduced employee turnover through effective recruitment, training, and performance evaluation initiatives.
- Ensured compliance with all company policies, procedures, and safety regulations to maintain a secure working environment.
- Developed strong vendor relationships for timely delivery of products, negotiating favorable terms on pricing and contracts.
- Led training sessions for staff members on new product offerings, operational procedures, and customer service techniques to ensure the highest level of performance in every aspect of the business.
Education
Bachelor of Science - English Education
Liberty University
Lynchburg, VA09-2026
Skills
- Customer feedback analysis
- Upselling and cross selling
- Persuasion techniques
- Retention marketing
- Documentation skills
- Data review
- Customer relations
- Documentation
- Customer retention strategies
- Decision-making
- Relationship building
- Microsoft office
- Customer relationship management
- Procedure compliance
Timeline
Retention Specialist
Charter Communications, Spectrum
08.2023 - 09.2024
Inventory Specialist
Amazon
02.2020 - 05.2022
Expo Manager
Cheddars Scratch Kitchen
10.2018 - 01.2020
Medical Insurance Specialist
Rotech Healthcare
10.2015 - 07.2018
Store Manager of Operations
Jack in the Box
05.2006 - 09.2015
Bachelor of Science - English Education
Liberty University
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