Lauren Darata
Naperville,IL
Summary
Dedicated college student with 3+ years experience in customer service. Skilled in ability to develop and implement creative solutions to complex problems. Proved successful working within tight deadlines and a fast-paced environment. Experience answering high volume calls and multitasking. Recognized for efforts in problem-solving and maintaining customer satisfaction.
Overview
8
8
years of professional experience
1
1
Certification
Work History
SENIOR CUSTOMER SERVICE REPRESENTATIVE
Enterprise, Rent-A-Car
09.2023 - 05.2024
- Sought ways to improve processes and services provided.
- Developed effective improvement plans in alignment with goals and specifications.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Trained new personnel regarding company operations, policies and services.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Watched flagged customer accounts to monitor ongoing issues, providing progress updates and proposed solutions.
- Proactively identified potential problems or obstacles before they arose.
- Utilized CRM tools effectively for efficient tracking and reporting of top priority escalations.
- Maintained accurate records of financial transactions for ease of reference in cost analysis, audits, or addressing concerns.
- Learned and adapted quickly to new technology and software applications.
- Managed time efficiently in order to complete all tasks within deadlines.
- Educated customers about billing, policies, and procedures.
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
INTERN
Enterprise Rent-A-Car
05.2022 - 09.2023
- Assisted customers with inquiries, reservations, and product selection.
- Managed inventory.
- Assisted in training and development of employees.
- Collaborated with fellow interns on group projects and presentations.
- Actively participated in team meetings, offering suggestions and insight.
- Provided vendors and customers with timely delivery of services.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
GUEST SERVICES REPRESENTATIVE
Tentac Enterprises
11.2022 - 05.2023
- Took reservations over phone and through email, recording guest information in computer system and verifying details.
- Processed guest check-ins and check-outs following procedures for fast turnover.
- Participated actively in staff meetings and contributed to the development of new policies and procedures.
- Collaborated with other departments to facilitate smooth operations.
- Handled payment transactions accurately, maintaining proper cash handling procedures at all times.
- Responded to guest inquiries, complaints and special requests to increase customer satisfaction.
- Recognized by upper management for VIP signups.
- Inputted daily occupancy, room rate and revenue into property management system for updated recordkeeping and accounting.
ASSISTANT MANAGER
Jeff Ellis & Associates
05.2016 - 08.2019
- Recorded daily activity logs and incident reports for tracking purposes.
- Independently opened and closed facilities
- Ran monthly in-service training sessions to further develop staff
- Conducted vigilance awareness tests daily to ensure staff efficiency
- Helped conduct testing for prospective employees
- Recognized by upper management.
- Responded to emergency situations in a timely, efficient manner.
- Performed regular maintenance of pool equipment and life-saving equipment to keep in good working order.
Education
Bradley University
Peoria, ILSociology
Illinois State University
08.2024
Skills
- Strong attention to detail
- Problem-solving
- Multitasking
- Document and Records Management
- Project management abilities
- Attention to Detail
- Customer Relations
- Teamwork and Interpersonal Skills
- Sales expertise
Certification
NATIONAL SOCIETY OF LEADERSHIP AND SUCCESS
Bradley University, Spring Semester 2019
AWARDED MOST IMPROVED
Oswego East Band Program, 2017
Additional Information
GROUP MISSION TRIPS
Summer 2014-2018
Timeline
SENIOR CUSTOMER SERVICE REPRESENTATIVE
Enterprise, Rent-A-Car
09.2023 - 05.2024
GUEST SERVICES REPRESENTATIVE
Tentac Enterprises
11.2022 - 05.2023
INTERN
Enterprise Rent-A-Car
05.2022 - 09.2023
ASSISTANT MANAGER
Jeff Ellis & Associates
05.2016 - 08.2019
Bradley University
Sociology
Illinois State University