Lauren D.
Work Preference
Desired Job Title
Work Type
Location Preference
Important To Me
Customer Service Professional with over 12 years of experience leading customer interactions across various fast-paced environments. Delivered exceptional customer experiences through effective training, coaching, and conflict resolution while driving operational efficiency and collaboration among cross-functional teams. Technology-inclined with robust troubleshooting capabilities, developed and implemented technical solutions to enhance user experience and system performance.
Work History
Customer Support Specialist / Trainer / Chat & Offline Support
3 Years 7 Months- Delivered exceptional customer support through phone, chat, and offline case management.
- Trained and mentored new employees on company procedures, systems, and customer service standards.
- Guided team members and answered procedural questions, supporting supervisors in maintaining workflow.
- Managed high-volume customer interactions while maintaining quality and compliance standards.
- Resolved billing concerns, payment disputes, account inquiries, and technical issues.
- Escalated complex issues to appropriate departments while ensuring timely resolution.
- Assisted customers with technical troubleshooting for ignition interlock devices.
- Handled difficult conversations and de-escalated customer concerns, ensuring a positive service experience.
- Consistently demonstrated strong problem-solving, leadership, and organizational skills.
- Recognized as a trusted resource for employee training and support.
- Successfully managed complex customer cases requiring multiple departments.
- Built a reputation for accuracy, professionalism, and excellent customer care.
- Coordinated appointment scheduling for diverse client needs, ensuring smooth operations and customer satisfaction.
Billing & Technical Support Representative
1 Year 2 Months- Resolved billing inquiries, processed payments, and managed accounts to enhance customer satisfaction.
- Informed customers about products, services, and billing options to promote informed decision-making.
- Resolved escalated customer concerns while maintaining high satisfaction.
- Troubleshot internet, television, and phone service issues.
- Met productivity, quality, and performance goals.
- Partnered with leadership to implement strategies that enhanced overall customer experience.
Baggage Service /Shift Supervisor
2 Years 5 Months- Facilitated baggage claims and addressed travel-related concerns to enhance passenger experience.
- Coordinated with airport operations to resolve baggage issues efficiently.
- Delivered outstanding service in a fast-paced, high-pressure environment.
- Resolved disputes promptly and maintained open communication to improve customer satisfaction and service quality.
- Trained newly hired employees on company procedures and customer service expectations.
- Developed training programs to enhance staff performance and ensure adherence to company protocols.
- Maintained accurate records and entered customer information to support operational efficiency.
Customer Service Representative
1 Year 9 Months- Resolved complex customer concerns while ensuring HIPAA compliance.
- Maintained excellent customer satisfaction through effective communication and problem-solving.
- Resolved customer inquiries through phone and online channels, enhancing overall service accessibility.
- Assisted members with benefits, eligibility, claims, and healthcare-related questions.
- Educated patients on healthcare services and insurance benefits, improving understanding.
- Processed claims and ensured accurate documentation in system databases.
- Documented account activity to ensure accuracy and maintain compliance.
- Streamlined appointment scheduling process with advanced software tools, improving time management for patients and medical professionals.
Education
High School Diploma
Degree Not Completed - Psychology Coursework
Skills
Timeline
Customer Support Specialist / Trainer / Chat & Offline Support
Billing & Technical Support Representative
Baggage Service /Shift Supervisor
Customer Service Representative
Langston University
Star Spencer High School
#1 customer satisfaction for 12 months straight 2025
I bring more than 12+ years of customer service experience, along with leadership, training, and coaching experience in fast-paced, high-volume environments. Throughout my career, I have trained new employees, resolved complex customer concerns, maintained detailed documentation, and consistently met performance and quality expectations.
I thrive in remote and team-based environments where communication, accountability, and problem-solving are essential. I enjoy mentoring others, improving processes, and creating positive experiences for both customers and coworkers. I am highly adaptable, learn new systems quickly, and remain calm under pressure.
Outside of work, I enjoy continuing to develop my leadership and customer service skills, learning new technology, and finding ways to improve efficiency and team performance. I am committed to continuous growth and am excited to contribute to an organization that values integrity, collaboration, and exceptional customer service.