Lauren Buckley
Spring Hill,FL
Summary
Customer Service Pro with Inbound & Outbound Experience Customer Service | Team Management | Insurance | Sales | Scheduling CUSTOMER-CENTRIC PHONE SUPPORT PROFESSIONAL Telephone Customer Support & Sales Customer Service Excellence Order Processing / Transaction Management Employee Supervision and Mentoring Complaint Handling & Issue Resolution Detail oriented, multitasker, Compassionate critical thinking, Empathy, Active Listener, Remote worker Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
18
18
years of professional experience
Work History
Relocation Specialist
Britts Bow Wow
03.2022 - Current
- Completed human resource operational requirements by scheduling and assigning employees.
- Worked alongside global business leader to deploy new training strategies.
- Collected and analyzed information to monitor compliance outcomes and identify and address trends of non-compliant behavior.
- Arrange travel for Pets all over the world
- Ensure that all requirements are met for pets to enter designated country
- Data analyst
- Customer service.
OPERATIONS MANAGER
Aussie Pet Mobile of Central Florida
01.2017 - Current
- Rapidly promoted to manage 13-member team while concurrently providing excellent customer service and scheduling for inbound calls in fast paced high-volume customer service organization
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Established team priorities, maintained schedules and monitored performance.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Supervisor duties, hiring, periodic reviews, disciplinary actions, salary negotiations
- Call data and customer satisfaction statistical analysis
- Maintain friendly customer relationships resulting in repeat business, increased sales
- Resolved customer complaints while prioritizing customer satisfaction and loyalty
- Took ownership of customer issues and followed problems through to resolution
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags
- Collaborated with upper management to improve customer service processes and support structures company-wide
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals
- Followed through with client requests to resolve problems
- Kept accurate records to document customer service actions and discussions
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Implemented business strategies, increasing revenue and effectively targeting new markets.
LICENSED INSURANCE SALES AGENT
Liberty National, Life Insurance
01.2016 - 04.2016
- Inbound and outbound sales contacts, establishing relationships and rapport over phone
- Met or exceeded customer contact, sales and customer satisfaction goals
- Provided knowledgeable response to questions regarding life insurance for customers’ employees
- Completed documentation and contracts for closings, according to company and government regulations
- Spent ample time with each customer, verbally reviewing, and explaining documents for client comprehension.
- Followed up promptly with interested clients to close sales.
- Developed strong referral network in community to raise awareness and increase sales opportunities.
OFFICE MANAGER
TLC PetSnip, Affordable Pet Care
01.2015 - 01.2016
- Performed and supervised veterinary clinic operations
- Patient care coordinator, customer service
- Maintained appointment records, scheduling, care records
- Supervised and trained clinic volunteers and medical staff
- Established policy and procedure guideline documents and socialized among staff
- Staff Scheduling
- PetSmart (Animal products and services), Brunswick, NJ and Davenport
Grooming Salon Operations Manager, Pet Trainer, Pet Care Operations Manager
Petsmart
01.2006 - 01.2015
- Provided leadership and guidance in managing customer service and daily operations resulting in energetic and positive staff
- Maintained environment adhering to health department regulations
- Coordinated staff and appointment scheduling
- Increased overall sales by seeking out new business
- Used ERM (SAP) to manage inventory and purchasing
- As Lead trainer, scheduled and performed individual and group classes using recognized training programs
- As Pet Care Operations Manager, provided daily health care tasks to maintain animal well-being.
- Ordered supplies for forecasted grooming demands.
Dog Grooming Manager
Aussie Pet Mobile
- Provided gentle soothing care and cleanliness for pets
- Evaluated animals for potential health issues
- Maintained client relationships (human and animal) convenient safety
- Groomed animals
- Managed customer contact data
- Adhered to regulatory sanitary conditions
- Ordered supplies for forecasted grooming demands.
- Recruited and trained staff to offer grooming services for diverse animals.
- Established team priorities, maintained schedules and monitored performance.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Assisted in organizing and overseeing assignments to drive operational excellence
Education
Bachelor of Science - Business Administration And Management
SNHU
Manchester, NH03.2025
High School Diploma -
Steinert High School
Hamilton, NJ06.2002
Skills
- TECHNOLOGY SKILLs
- MS Office
- Organization and Time Management
- Dependable and Responsible
- Multitasking Abilities
- Active Listening
- Analytical and Critical Thinking
- Project Management
- Staff Management
- Business Planning
- Verbal and Written Communication
- Employee Training
- Budget Controls
- Invoice Reconciliation
- Time Management
Timeline
Relocation Specialist
Britts Bow Wow
03.2022 - Current
OPERATIONS MANAGER
Aussie Pet Mobile of Central Florida
01.2017 - Current
LICENSED INSURANCE SALES AGENT
Liberty National, Life Insurance
01.2016 - 04.2016
OFFICE MANAGER
TLC PetSnip, Affordable Pet Care
01.2015 - 01.2016
Grooming Salon Operations Manager, Pet Trainer, Pet Care Operations Manager
Petsmart
01.2006 - 01.2015
Dog Grooming Manager
Aussie Pet Mobile
Bachelor of Science - Business Administration And Management
SNHU
High School Diploma -
Steinert High School
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