Lauren Crooks
Orlando,FL
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
6
6
years of professional experience
Work History
Customer Service Team Lead
Amazon
12.2022 - 08.2024
- Develop and implement engaging and effective training programs for new team members, ensuring they are equipped with the necessary skills to provide exceptional customer service and uphold the company's standards.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Improved resolution time with effective problem-solving for customer complaints.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
Certified Nursing Assistant
GLL Nursing Home & Rehabilitation Centre
01.2020 - 12.2022
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives
- Utilized therapeutic communication, empathy and active listening skills to encourage and develop positive relationships with patients
- Participated in fun group activities with patients to boost mood, improve overall memory, and provide light entertainment
- Reduced risks of patient infection and cross-contamination by cleaning and sterilizing equipment
- Provide emotional support and companionship to patients by engaging in meaningful conversations and activities to improve their mental well-being and overall quality of life.
Customer Service Agent
Delta Air Lines
09.2018 - 12.2019
- Verified identification and travel documents to efficiently board passengers for on-time departure
- Provided passenger assistance at ticket counter and gate areas by issuing tickets, checking baggage and assigning seats
- Coordinated with ramp agents to successfully store, remove and transport customer baggage
- Used airline computer system to create airline tickets and boarding passes
- Operated specialized weighing and screening equipment to weigh and screen passenger luggage
- Assisting passengers with special needs, such as unaccompanied minors, elderly passengers, or passengers with disabilities, to ensure a comfortable and seamless travel experience
- Utilize effective communication skills to handle customer queries and complaints in a professional and empathetic manner, ensuring customer satisfaction and loyalty to Delta Air Lines.
Education
Certified Nursing Assistant -
Florida Health Care Academy
12.2024
High School Diploma -
Green Island High
Green Island, Hanover06.2018
Skills
- Complex Problem-Solving
- Able to meet deadlines and goals under pressure
- Proficient skills in IOS, Windows with excel, Word, Microsoft 365 and Excellent typing skills
- Sales and Upselling
- Strategic sales knowledge
- Quality Control
- Interpersonal communications
- Problem-solving abilities
- Multitasking
- Critical Thinking
Timeline
Customer Service Team Lead
Amazon
12.2022 - 08.2024
Certified Nursing Assistant
GLL Nursing Home & Rehabilitation Centre
01.2020 - 12.2022
Customer Service Agent
Delta Air Lines
09.2018 - 12.2019
Certified Nursing Assistant -
Florida Health Care Academy
High School Diploma -
Green Island High
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