Summary
Overview
Work History
Education
Skills
Timeline
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Laurel Martin

Milwaukee,WI

Summary

Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.

Overview

14
14
years of professional experience

Work History

Regional Operations Coordinator

Winter Services Inc
03.2023 - Current
  • Managed internal operational standards and productivity targets.
  • Assisted customers with questions and problems to build brand loyalty and cultivate lasting business relationships.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
  • Collected customer feedback and made business adjustments to improve retention and satisfaction.
  • prospected and negotiated pricing with partners to meet company margins

Customer Support Specialist

Quick Cable Corp
01.2021 - 02.2023
  • Maintained and managed customer files and databases.
  • Provided primary customer support to internal and external customers.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Evaluated customer issues and caller trends to determine areas in need of improvement and implement proactive corrections.
  • Multitasked to handle diverse customer needs in high-volume call room setting, prioritizing tasks to keep up with challenging deadlines.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Updated account information to maintain customer records.
  • Tracked customer service cases and updated service software with customer information.

Guest Service Leader

Kwik Trip
04.2017 - 12.2020
  • Led team members in specific areas by delegating tasks, answering questions and resolving conflicts.
  • Supervised and trained staff on cash handling, check processing and POS transaction policies.
  • Communicated with managers to discuss employee performance, report violations and assist with policy enforcement.
  • Coached team members on service techniques to boost revenue and exceed customer expectations.
  • Monitored daily business operations to drive peak team performance.
  • Resolved guest complaints and discrepancies in prompt and courteous manner.
  • Tracked attendance, recorded absences and addressed continual issues to maintain efficiency with fully staffed business.

Traffic Administrator

Unico Inc
09.2009 - 03.2016
  • Operated forklifts, lift trucks, and hand trucks to move items around warehouse.
  • Conducted counts and audits of inventories to identify and resolve discrepancies in records.
  • Maintained positive relationships with representatives of UPS, FedEX, USPS, and DHL shipping companies.
  • Prepared shipping documents and invoices, processed payments, and fielded client questions.
  • Organized storage areas to optimize materials movements and minimize labor hours.
  • Pulled, verified, and packaged items for shipment.
  • Reviewed established business practices and improved processes to reduce expenses.
  • Reduced worker accidents by implementing improved safety standards and monitoring procedures.
  • Trained new staff on job duties, company policies, and safety procedures for rapid onboarding.
  • Organized records of vehicles, schedules and completed orders.
  • Conducted research to address shipping errors and packaging mistakes.
  • Reviewed and negotiated contracts with carriers to optimize shipping costs.
  • Collaborated with manufacturing and supply chain management.

Education

Bachelor of Arts - Music Performance / English Lit

U.W. Parkside
Kenosha, WI

High School Diploma -

Walden III
Racine WI
06.2001

Skills

  • Operational Efficiency
  • Quality Assurance
  • Performance Monitoring
  • Customer Relations
  • Compliance Management
  • Logistics Coordination
  • Team Training
  • Logistics Expertise
  • Project Planning
  • Scheduling Coordination
  • Task Delegation
  • Customer Relationship Management

Timeline

Regional Operations Coordinator

Winter Services Inc
03.2023 - Current

Customer Support Specialist

Quick Cable Corp
01.2021 - 02.2023

Guest Service Leader

Kwik Trip
04.2017 - 12.2020

Traffic Administrator

Unico Inc
09.2009 - 03.2016

Bachelor of Arts - Music Performance / English Lit

U.W. Parkside

High School Diploma -

Walden III

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Laurel Martin