Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Lauren Chisolm

Johns Island,SC

Summary

Dynamic leader with a proven track record at MUSC-College of Dental Medicine, enhancing team productivity and customer satisfaction through effective coaching and strong leadership. Excelled in streamlining operations and resolving escalated issues, demonstrating exceptional problem-solving abilities and communication skills. Achieved significant improvements in service quality, embodying a commitment to professionalism and employee engagement.

Overview

16
16
years of professional experience

Work History

Contact Center Supervisor

MUSC-College of Dental Medicine
03.2022 - Current
  • Created a positive work environment, fostering strong teamwork and agent engagement.
  • Supervised and tracked phone and email activity using various contact center applications and software tools.
  • Reduced average handling time with effective coaching and feedback sessions for agents.
  • Directed, guided, coached and mentored team of 6 agents and surpassed individual and corporate goals.
  • Ensured compliance with company policies and procedures, maintaining the highest level of professionalism within the team.
  • Facilitated open communication channels between staff members through regular meetings encouraging dialogue on concerns or suggestions.
  • Streamlined contact center operations for increased efficiency and improved service quality.
  • Demonstrated professional and polished demeanor with positive, upbeat and friendly personality and supported calling work during times of peak contact volume.
  • Enhanced customer satisfaction by efficiently resolving escalated issues and providing exceptional support.
  • Schedule appointments for the Undergraduate Clinic
  • Input incoming outside referrals
  • Upload x-rays into the system

Contact Center Representative

MUSC-College of Dental Medicine
11.2018 - 08.2020
  • Provided exceptional customer service by actively listening to inquiries and offering personalized solutions.
  • Participated in regular team meetings, sharing insights on common issues faced by customers for collective problem-solving efforts.
  • Increased first call resolution rates by utilizing comprehensive product knowledge and problem-solving skills.
  • Managed high call volume while remaining focused on delivering excellent customer experiences.
  • Maintained detailed records of customer interactions, ensuring accurate documentation for future reference.
  • Scheduled patient appointments for the Undergrad Clinic


Leisure Services Coordinator

The Sanctuary Hotel
03.2011 - 11.2018
  • Entered data, generated reports, and produced tracking documents.
  • Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
  • Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
  • Gathered and organized materials to support operations.
  • Assisted guests with special needs or requests, demonstrating empathy and understanding in every interaction.
  • Provided exceptional customer service to diverse clientele, fostering an atmosphere of inclusivity and respect.
  • Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
  • Maintained detailed knowledge of local attractions, events, and services to better assist guests in making informed decisions.
  • Supported event planning efforts, contributing to the successful execution of memorable occasions.
  • Managed reservations for exclusive events, increasing guest engagement and satisfaction.
  • Assisted in planning and executing special events, contributing to memorable guest experiences.
  • Upheld hotel policies and procedures by providing high level of customer service.
  • Scheduled dining reservations, tee times, and other recreational activities

PBX Hotel Operator

The Sanctuary Hotel
07.2009 - 03.2011
  • Contributed to higher guest satisfaction scores through effective communication and problem-solving skills.
  • Provided exceptional customer service to hotel guests by promptly addressing any issues that arose during their stay.
  • Maintained a high level of professionalism and courtesy while addressing guests'' needs over the phone.
  • Improved response times for guests'' inquiries, ensuring swift resolution of their requests or concerns.
  • Managed a high volume of incoming calls from both internal and external sources, ensuring efficient call routing and minimal wait times.
  • Handled emergency situations calmly and professionally, coordinating with relevant hotel staff to resolve issues swiftly and effectively.
  • Enhanced guest experience by efficiently handling incoming calls and directing them to the appropriate departments.
  • Collaborated with other hotel staff members to ensure successful daily operations, leading to enhanced guest experiences.
  • Played an integral role in maintaining a positive work environment within the PBX department, promoting teamwork and collaboration.
  • Trained new PBX operators on best practices in telephone etiquette, helping maintain consistency across all team members.
  • Participated in regular performance evaluations and feedback sessions, contributing to ongoing professional development and growth.
  • Kept up-to-date on hotel events and promotions, enabling accurate information dissemination to callers upon request.
  • Monitored call queues and worked quickly to answer and resolve inquiries within target timeframes.

Guest Accommodations

The Sanctuary Hotel
03.2009 - 07.2009
  • Cleaned and stocked guest rooms by replacing used towels and linens vacuuming floors, making beds, and restocking bathroom items.
  • Collaborated with other housekeeping staff to complete tasks efficiently and effectively.
  • Disinfected and mopped bathrooms to keep facilities sanitary and clean.
  • Used chemicals by following safety protocols and procedures to avoid burns and injuries.
  • Hand-dusted and wiped down office furniture, fixtures, and window sills to keep areas clean and comfortable.
  • Upheld high standards of sanitation in common areas, contributing to an inviting atmosphere for guests.
  • Ensured all rooms met hotel cleanliness standards by conducting regular inspections and addressing any issues promptly.

Education

Associate of Arts -

Trident Technical College
Charleston, SC

High School Diploma -

Newburgh Free Academy
Newburgh, NY

Skills

  • Effective coaching
  • Strong leadership
  • Employee engagement
  • Reporting skills
  • Information tracking
  • Problem-solving abilities
  • Multitasking
  • Effective communication

Accomplishments

2023 Staff Leadership Council

2023 Increased the Call/Answer Rate

2013 Kiawah Island Golf Resort Leadership Graduate

2013 Employee of the Month

Timeline

Contact Center Supervisor

MUSC-College of Dental Medicine
03.2022 - Current

Contact Center Representative

MUSC-College of Dental Medicine
11.2018 - 08.2020

Leisure Services Coordinator

The Sanctuary Hotel
03.2011 - 11.2018

PBX Hotel Operator

The Sanctuary Hotel
07.2009 - 03.2011

Guest Accommodations

The Sanctuary Hotel
03.2009 - 07.2009

Associate of Arts -

Trident Technical College

High School Diploma -

Newburgh Free Academy

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Lauren Chisolm