Lauren Bulluck
Atlanta,GA
Summary
Dynamic Customer Success Advisor with a proven track record of driving customer engagement, satisfaction, and retention within the technology industry. Proficient in understanding evolving customer needs and leveraging insights to enhance product offerings. Adept at building strong customer relationships and promoting successful outcomes.
This resume includes relevant work experience only. A comprehensive resume and references are available upon request.
Overview
10
10
years of professional experience
Work History
Member Experience Advisor
Wheels Up
02.2023 - Current
- Flight Activity Monitoring: Ensured the accuracy of daily flight activity for members, maintaining meticulous attention to detail.
- Communication Management: Engaged in regular phone and email correspondence using Vonage, Outlook, and Salesforce platforms to address member inquiries and concerns promptly.
- Travel Coordination: Orchestrated business and leisure private flight reservations for groups and individuals, including arrangements for transportation, catering, and special requests.
- Travel Analysis and Upselling: Conducted thorough analysis and research on travel options, proactively anticipating traveler needs to upsell additional services and enhance the member experience.
- Account Management: Managed member trip profiles, ensuring accurate and up-to-date information to personalize service delivery.
- Documentation Management: Actively maintained comprehensive case management documentation and member profiles to facilitate efficient communication and service delivery.
- Cross-Collaboration: Internal and external cross-collaboration to ensure seamless coordination of member services and foster mutually beneficial relationships, contributing to the overall satisfaction and retention of members.
Customer Success Manager
Convoy Inc
06.2021 - 06.2022
- Executive Stakeholder Liaison: Acted as the primary point of contact for both internal and external executive stakeholders, ensuring the success of accounts.
- Portfolio Management: Managed a diverse portfolio of B2B post-sales accounts, leveraging feedback to identify and capitalize on growth opportunities.
- SOP Development: Spearheaded the development and implementation of SOPs for training and workflow optimization, resulting in cost reduction.
- Data-Driven Analysis: Utilized data-driven insights to significantly reduce churn through comprehensive logistics data analysis, optimizing service delivery and cost-effectiveness.
- Cross-Functional Collaboration: Executed cross-functional collaboration with internal teams to optimize service delivery and ensure client satisfaction.
- Spot Shipment Coordination: Accurately priced spot shipments to optimize cost-efficiency while maintaining service quality.
- Shipment Progress Monitoring: Oversaw shipment tracking to ensure timely carrier assignment and on-time pick-up and delivery.
- Stakeholder Communication: Facilitated effective communication between shippers and carriers, ensuring understanding of shipping requirements and resolving issues promptly.
- Business Reviews and Improvement: Conducted regular business reviews to evaluate performance metrics and implement strategic measures for operational efficiency and customer satisfaction enhancement.
Customer Experience Associate
Convoy Inc
04.2019 - 06.2021
- Standard Operating Procedures (SOPs) Development: Created SOPs for training purposes to streamline processes, resulting in faster resolution times and reduced costs.
- Inbound/Outbound Communication Management: Managed inbound/outbound phone calls and emails from carriers, warehouses, and shippers to resolve escalations efficiently via in-house ticketing system.
- Shipment Scheduling and Coordination: Scheduled shipments via various Transportation Management Systems (TMS) for multiple shippers, ensuring smooth coordination and distribution of goods.
- Convoy Mobile App Support: Provided basic support for carriers using the Convoy Mobile App, assisting with navigation and troubleshooting issues as needed.
- Exceeded Metrics and SLAs: Consistently exceeded performance metrics and Service Level Agreements (SLAs), demonstrating exceptional customer service and operational efficiency.
- Shipment Tracking and Monitoring: Coordinated the shipment and distribution of goods, tracking shipments to ensure successful on-time pick-up and/or delivery, maintaining a high level of customer satisfaction.
Customer Care Representative
Synovus Bank
10 2016 - 08.2017
- Banking Product Inquiries: Handled inbound telephone inquiries regarding a range of banking products, including checking accounts, savings accounts, loans, and lines of credit, providing accurate and detailed information to customers.
- Digital Banking Education: Educated customers on the functionalities and benefits of online banking and mobile banking applications, ensuring they are equipped to manage their accounts effectively.
- Transaction Execution: Executed various financial transactions, such as wire transfers, stop payments, and account transfers, with precision and adherence to bank standards and legal requirements.
- Customer Education and Assistance: Educated customers about available services, products, and bank resources, addressing their inquiries, requests, and complaints courteously and professionally.
- Relationship Building: Strengthened customer relationships by consistently upholding strict service standards and delivering fast, friendly customer service, fostering trust and loyalty among clients.
- Account Review and Recommendations: Reviewed information in customer accounts to identify their financial needs and made personalized recommendations for new products and services that align with their goals and preferences.
Customer Service Representative
Sertec Corporation
06.2014 - 11.2016
- High Volume Call Handling: Managed a high volume of inbound calls effectively, providing prompt and courteous assistance to customers.
- Complaint Documentation: Accurately documented customer product and service complaints for over 30 companies, ensuring comprehensive records are maintained for resolution and analysis purposes.
- Efficient Data Entry: Entered data promptly and efficiently maintaining high standards of accuracy and reliability in documentation.
- Data Analysis and Root Cause Identification: Analyzed complaint data to identify root causes, trends, issues, and regulatory concerns, enabling proactive problem-solving and process improvement initiatives.
- Customer Support and Recommendations: Responded to customer requests with excellence, offering tailored recommendations and support to address their needs effectively and enhance their satisfaction.
- Service Level Adherence: Met customer call guidelines for service levels, handle time, and productivity, ensuring optimal performance and customer service standards are consistently achieved.
Education
Bachelor of Science - Psychology
North Carolina A&T State University
Greensboro, NCAssociate of Arts - Audio Arts Certificate Program
Full Sail University
Winter Park, FL2021
Skills
- Microsoft Office
- Google Drive
- Remote Office Tools (Slack, Microsoft Teams, Zoom)
- Transportation Management Systems
- Customer Relationship Management Systems
- Data Visualization (Tableau and Domo)
- Zendesk, Salesforce, Front
- Workflow Optimization
- Clear and Concise Communication
- Technical Aptitude
- Customer Growth and Retention
- Strong Self-Initiative and Collaboration
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Member Experience Advisor
Wheels Up
02.2023 - Current
Customer Success Manager
Convoy Inc
06.2021 - 06.2022
Customer Experience Associate
Convoy Inc
04.2019 - 06.2021
Customer Service Representative
Sertec Corporation
06.2014 - 11.2016
Customer Care Representative
Synovus Bank
10 2016 - 08.2017
Bachelor of Science - Psychology
North Carolina A&T State University
Associate of Arts - Audio Arts Certificate Program
Full Sail University