Lauren Chandler
Summary
Accomplished professional with a proven track record in customer service and problem-solving, honed at companies like Accenture/Facebook. Expert in enhancing customer satisfaction and loyalty through effective communication and critical thinking. Skilled in computer proficiency and active listening, significantly improving team productivity, client relations and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
Taco Cabana
01.2024 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Fraud Prevention/Customer Service
Accenture-Facebook Pay
01.2021 - 11.2023
- Increased team productivity with effective communication and collaboration strategies.
- Managed a high volume of customer inquiries, demonstrating excellent problem-solving skills to resolve concerns quickly.
- Optimized resource allocation through effective scheduling and prioritization of tasks.
- Demonstrated adaptability by staying informed about new developments in the constantly evolving landscape of financial crime and adjusting our strategies accordingly.
- Evaluated the effectiveness of current anti-fraud controls and recommended improvements, resulting in a strengthened overall defense against fraudsters.
- Assisted clients in resolving unauthorized transactions by guiding them through the dispute resolution process, ensuring their satisfaction with the outcome.
- Prevented significant financial losses by swiftly identifying compromised accounts and taking appropriate action to secure client assets.
Stock Transfer Agent
AST Financial
12.2020 - 01.2021
- Managed complex cases involving high-risk clientele or unique circumstances, successfully mitigating potential challenges through diligent research and collaboration with colleagues.
- Informed clients and share holders of policies and procedures.
- Maintained accurate records of share holder's communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Followed up on share holder inquiries to assess satisfaction with provided solutions.
- Assisted share holders and beneficiaries in navigating the transfer of stocks process, ensuring timely resolution of issues and optimal outcomes.
- Maintained comprehensive product and service knowledge for accurate, informative share holder advice.
Enrollments Broker
Maximus-Medicaid
11.2019 - 12.2020
- Enhanced data accuracy by meticulously updating patient records and insurance information in the system.
- Demonstrated adaptability during software transitions, quickly learning new systems to maintain productivity levels throughout implementation periods.
- Provided exceptional customer service, assisting patients in understanding their insurance benefits.
- Contributed to positive relationships with insurance companies through consistent follow-up and prompt issue resolution.
- Educated clients on insurance policies and procedures.
- Analyzed customer needs to provide customized insurance solutions.
- Met with customers to provide information about available products and policies.
House Leader
Sparrow House
08.2018 - 11.2019
- Maintained high standards of cleanliness throughout the property by creating schedules and assigning tasks to housekeeping staff.
- Enhanced community relationships by organizing events and fostering positive communication between residents and staff.
- Successfully resolved disputes among residents through mediation, promoting a harmonious living environment.
- Ensured the safety and well-being of residents by implementing effective security measures and emergency response plans.
Office Manager
Authoritive Plumbing
10.2012 - 06.2018
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Maintained computer and physical filing systems.
- Updated reports, managed accounts, and generated reports for company database.
Medical Insurance Biller
Austin Wheelchair Co.
10.2008 - 10.2011
- Boosted customer satisfaction through professional handling of patient inquiries regarding billing matters and insurance coverage.
- Contributed to company growth by accurately analyzing trends in denial rates, payer mix, and other key performance indicators relevant to revenue cycle management.
- Communicated with insurance providers to resolve denied claims and resubmitted.
- Analyzed complex Explanation of Benefits forms to verify correct billing of insurance carriers.
- Prepared billing statements for patients and verified correct diagnostic coding.
Education
Bachelor of Science - Behavioral Health, Trauma And Addiction
Grand Canyon Christian University
Phoenix, AZSkills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Customer Relations
- Call center experience
- Computer Proficiency
- Money handling abilities
- Payment Processing
- Customer satisfaction measurement
- Professional telephone demeanor
- Client Relations
Accomplishments
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Employee of the year
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeContract WorkLocation Preference
RemoteOn-SiteImportant To Me
Company CultureWork-life balanceCareer advancementPaid sick leaveHealthcare benefitsPaid time offFlexible work hoursWork from home optionPersonal development programsCertification
- Ordained Minister - Credentials
- CPR Certification
- Certified Customer Service Rep - Facebook/Accenture
- Certified Fraud Specialist Certification- Facebook/Accenture
- MCAS - Microsoft Certified Application Specialist -Facebook/Accenture
Quote
Believe those who are seeking the truth. Doubt those who find it.
André Gide
Timeline
Customer Service Representative
Taco Cabana
01.2024 - Current
Fraud Prevention/Customer Service
Accenture-Facebook Pay
01.2021 - 11.2023
Stock Transfer Agent
AST Financial
12.2020 - 01.2021
Enrollments Broker
Maximus-Medicaid
11.2019 - 12.2020
House Leader
Sparrow House
08.2018 - 11.2019
Office Manager
Authoritive Plumbing
10.2012 - 06.2018
Medical Insurance Biller
Austin Wheelchair Co.
10.2008 - 10.2011
Bachelor of Science - Behavioral Health, Trauma And Addiction
Grand Canyon Christian University