Summary
Overview
Work History
Education
Skills
Software
Timeline
Hi, I’m

Lauren Allen

Customer Service Specialist
Southaven,MS
Lauren Allen

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Resourceful candidate brings drive, ambition and creativity to company.

Responsible and mature team player knowledgeable in content creation and management and audience engagement. Unstoppable and enthusiastic collaborator committed to reacting appropriately and quickly to new challenges and contributing to company's success. Energetic communication professional bringing robust background in engineering messages to boost company image and preparing supporting professionally written materials. Driven to craft targeted messaging to promote and inform general public of events, promotions and campaigns. Experienced in leveraging detailed analytics reports to monitor and document success.

Overview

14
years of professional experience

Work History

Debby Barnum
Remote- Chicago, IL

Virtual Assistant
08.2009 - Current

Job overview

  • Executed travel arrangements by researching and booking flights and accommodations.
  • Managed electronic and paper filing systems by updating paperwork, maintaining documents, and accurately recording information.
  • Answered and screened calls to provide information, schedule appointments and take detailed messages.
  • Completed daily reports, and attendance logs.
  • Graded assignments and reported individual progress to teacher.
  • Distributed tests, assignments, and handouts per teacher specifications.
  • Tutored struggling students individually and created 5 groups to reinforce learning concepts

Elite Pacific Properties
Remote, HI

Concierge Specialist
11.2022 - 02.2023

Job overview

  • Maintained front desk's concierge book to provide visitors with access to relevant local information.
  • Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
  • Facilitated visitor requests for dining and tourist attractions by researching various venues and locales.
  • Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
  • Arranged for transportation to and from airport, train station and events for visitors
  • Handled 200+ calls, chats, and emails per day to address customer inquiries and concerns.

Everise
Remote, AZ

Customer Service- Pandemic Scheduler
11.2020 - 03.2021

Job overview

  • Handled 50 complaints and questions, and re-directed calls to other team members.
  • Acted as 1st point of contact and set appointments for prospective clients.
  • Answered phone calls and answered questions from potential customers.
  • Received 250 in-bound calls and initiated 100 out-bound daily calls to introduce customers to products and services offered.
  • Utilized CRM system to track and manage leads, keeping appointments organized.
  • Assisted with administrative tasks and cross-trained in other departments to offer comprehensive support.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

The Living Room Crisis Center
Chicago, IL

Social Media Marketing Intern/Customer Service Associate
11.2020 - 01.2021

Job overview

  • Contributed to 5 mock-ups, email campaigns, and social media content.
  • Designed and presented social media campaign ideas.
  • Supported branding, digital marketing messaging and advertising campaigns by engaging with followers on various social media platforms.
  • Conducted daily updates to social media profiles to boost company online presence.
  • Helped 100 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.

Home2 Suites By Hilton
Olive Branch, MS

Guest Services Associate
01.2018 - 06.2018

Job overview

  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
  • Trained new staff on correct procedures, compliance requirements, and performance strategies.
  • Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
  • Maintained working knowledge of nightlife, local dining establishments and historic sites to share with hotel guests.
  • Ran reports detailing daily guest numbers, accounting expenses, and income and room service usage.
  • Efficiently handled all problems through resolution, boosting customer satisfaction rates by 98%.

DaVita
Memphis, TN

Assistant Facility Administrator
09.2015 - 02.2018

Job overview

  • Reviewed activities of operations departments to determine progress toward stated goals and objectives.
  • Assisted staff members through individual and group conferences in analyzing problems and improving skills.
  • Monitored staff success and conducted physical inspections of facility to comply with policies and procedures.
  • Responded on 24-hour, 7-day basis to significant unusual occurrences.
  • Increased patient satisfaction scores by 100% within
    90 days
  • Direct day-to-day administrative and operational functions for 36 -chair facility, providing guidance and leadership to over 20 employees across more than 4 departments.
  • Designed and introduced leadership development, coaching and team management model, resulting in promotion of employees into increased levels o
  • Directed department functions, activities and supervision of personnel

Hilton Garden Inn Hotel
Tinley Park, IL

Front Desk Agent
02.2016 - 10.2016

Job overview

  • Responded swiftly to room requests and other inquiries made via establishment website, email, or phone.
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Answered customer telephone calls promptly and appropriately handled needs.
  • Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, and shopping activities.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Oversaw fast-paced front desk operations at busy hotel with as many as 350 guests nightly guest

Ikea
Bolingbrook, IL

Customer Service Representative ( Returns)
08.2013 - 02.2014

Job overview

  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Developed highly empathetic client relationships
    and earned reputation for exceeding service 100%
    standard goals.
  • Defined clear targets and objectives and
    communicated to other team members.
  • Liaised with 200 customers, management and 10 sales teams to better understand customer needs and
    recommend appropriate solutions.

Education

Full Sail University
Winter Park, FL

Bachelor of Science from Media Communications
06-2021

University Overview

  • Continuing education DIgital Psychology

Marian Catholic High School
Chicago Heights, IL

High School Diploma
05-2008

University Overview

Skills

  • Customer relations and communications
  • Brand success
  • Vendor interaction
  • Policy and procedure adherence
  • Guest experiences
  • Active Listening
  • Google Workspace
  • Written Communication
  • Team building
  • Data verification
  • POS systems expert
  • Hiring and recruitment
  • Accreditation coordination
  • Inventory and restocking
  • Staff Management
  • Seasoned in medical clinical procedures
  • Search engine optimization expertise
  • Content and digital asset management
  • EMR / EHR
  • Patient Management
  • Data Entry
  • Clerical Support
  • Flexible and Adaptable
  • Analytical and Critical Thinking
  • Meeting Leadership
  • User Experience
  • Special Requirements
  • Time Management
  • Appointment Booking
  • Reading Comprehension
  • Operational Requirements
  • Trend Analysis
  • Content Generation
  • SEO Best Practices Understanding
  • Continuous Improvement Process
  • Customer Service
  • Inputting Claims
  • Customer Order Management
  • Call Centers
  • Conflict Mediation
  • Microsoft Office
  • Persuasive Techniques
  • Complex Transactions
  • Complaint Reviews
  • E-Commerce Strategy
  • High-Volume Call Environments
  • Regulatory Compliance
  • Credit Card Applications
  • Telephone Etiquette
  • Problem Resolution
  • Creative Solutions
  • Participant Screening
  • Team Meetings
  • Legal Standards
  • Calm and Professional Under Pressure
  • Sales Quota Achievement
  • Online Chat
  • Livechat Messaging
  • First-Tier Technical Support
  • AVAYA Aura
  • Understanding Customer Needs

Software

Epic

Workday

Kronos

Zendesk

Slack

Microsoft Office

Zoom

HubSpot

Saleforce

EPIC

Siebel

OnQ

ADP

Gusto

Deputy

Google Workspace

Timeline

Concierge Specialist
Elite Pacific Properties
11.2022 - 02.2023
Customer Service- Pandemic Scheduler
Everise
11.2020 - 03.2021
Social Media Marketing Intern/Customer Service Associate
The Living Room Crisis Center
11.2020 - 01.2021
Guest Services Associate
Home2 Suites By Hilton
01.2018 - 06.2018
Front Desk Agent
Hilton Garden Inn Hotel
02.2016 - 10.2016
Assistant Facility Administrator
DaVita
09.2015 - 02.2018
Customer Service Representative ( Returns)
Ikea
08.2013 - 02.2014
Virtual Assistant
Debby Barnum
08.2009 - Current
Full Sail University
Bachelor of Science from Media Communications
Marian Catholic High School
High School Diploma

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Lauren AllenCustomer Service Specialist