Lauren Davis
San Antonio,TX
Summary
Exemplifying professionalism, empathy, and top-tier performance, with proven leadership skills in engaging and empathizing with customers. With a solid background in finance, customer solutions, and upselling techniques, I bring six years of dedicated service as a highly experienced Customer Care Representative. Proficient in delivering elite support in fast-paced, high-volume call center environments, I excel in managing both onsite and remote settings, while also adept in office environments. Enthusiastically pursuing a dynamic role to leverage my skills in enhancing customer satisfaction. Dedicated to excelling in my career and advancing within the company.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Qualfon/XPO Logistics, San Antonio, TX
11.2020 - Current
- Proficient in handling a high volume of daily emails of 70 + while consistently achieving 90-100% on weekly quality scores.
- Corresponding with Nationwide teams to coordinate resolutions and ensure smooth operations across different regions.
- Scheduled appointments, deliveries, and pickups, as well as tracking shipments and maintaining accurate records of logistics operations.
- Final resolutions to customer inquiries, complaints, and issues, effectively addressing concerns and ensuring customer satisfaction.
- Provide one on one training to new employees for job responsibilities. ( SME)
Personal Assistant /Front Desk Receptionist
Collision Specialist
01.2016 - 03.2018
- Maintained appropriate filing of personal and professional documentation.
- Vehicle Tracking and Oversight. Monitored vehicle progress for transparency and timely completion while coordinating between team.
- Prepared estimates and invoices facilitating smooth processing, and following up on payment status.
- Client Engagement via phone and in person to understand their needs and provide assistance. Directing inquiries efficiently.
Customer Care Representative
G.C. Services
04.2013 - 07.2015
- Used upselling techniques assisting customers with product selection by providing detailed information about available products and services.
- Managed financing and payments, ensuring accuracy and compliance with company policies. Negotiating payment arrangements and managing third-party sales transactions.
- Demonstrated leadership and maintained high-quality standards resulting in consistent 100% CSAT scoring on monthly reviews. Recognized for outstanding performance with awards for customer satisfaction and sales achievements.
- Successfully handled escalated calls as a lead supervisor, resolving customer issues promptly and effectively.
Education
Associate of Science - Clinical Psychology
San Antonio Community College
San Antonio, TX06.2020
Skills
- Conflict Resolution: Skill in de-escalating tense
situations and resolving conflicts with patience and diplomacy
Multitasking, and extensive experience in using multiple communication channels, including phone, email, and web chat
Upselling and Sale Techniques
CRM Software, Microsoft, and Salesforce Proficiency
- Quality Control and Compliance
- Financial Management and Payment Processing
Customer Satisfaction Measurement
Certification
Business Foundations, Coursera - 2024
Timeline
Customer Service Representative
Qualfon/XPO Logistics, San Antonio, TX
11.2020 - Current
Personal Assistant /Front Desk Receptionist
Collision Specialist
01.2016 - 03.2018
Customer Care Representative
G.C. Services
04.2013 - 07.2015
Associate of Science - Clinical Psychology
San Antonio Community College
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