Summary
Overview
Work History
Education
Skills
Timeline
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Lauren Edwards

Pinellas Park,FL

Summary

Knowledgeable and dedicated to keeping customer satisfaction with extensive experience in multiple industries. With also having high-level oral and written communication, active listening, and analytical problem-solving skills. Providing excellent customer experience using service-oriented behaviors that help perceive customers' desires and tailor-make solutions for each problem that is presented.

Overview

14
14
years of professional experience

Work History

Repair Support Specialist

Ghekko Networks
08.2020 - Current
  • Acted as a liaison between clients and development teams, ensuring timely communication during critical incidents.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Optimized internal workflows to expedite incident escalations, leading to faster problem-solving efforts from specialized teams.
  • Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
  • Answered constant flow of customer calls with minimal wait times.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.

Shift Supervisor

Walgreens
01.2014 - 08.2020
  • Trained new employees and delegated daily tasks and responsibilities.
  • Completed store opening and closing procedures and balanced tills.
  • Managed cash handling procedures, maintaining accuracy in financial transactions and minimizing discrepancies in daily reconciliations.
  • Responded to and resolved customer questions and concerns.
  • Helped store management meet standards of service and quality in daily operations.
  • Enforced company policies and regulations with employees.
  • Provided ongoing support to employees during challenging situations, offering guidance on problem-solving techniques for improved efficiency outcomes.

Supervisor

Cinnabon
08.2010 - 12.2013
  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
  • Monitored workflow to improve employee time management and increase productivity.

Education

Associate of Arts - Communications

St. Petersburg College
Clearwater, FL
06.2027

High School Diploma -

Tottenville High School
06.2009

Skills

  • Recordkeeping skills
  • Customer Relationship Management
  • Support Services
  • Customer Communication and Empathy
  • Collaborative Team Player
  • Friendly and Patient
  • Attention to Detail
  • Call center experience
  • Computer Proficiency
  • Money handling abilities

Timeline

Repair Support Specialist

Ghekko Networks
08.2020 - Current

Shift Supervisor

Walgreens
01.2014 - 08.2020

Supervisor

Cinnabon
08.2010 - 12.2013

Associate of Arts - Communications

St. Petersburg College

High School Diploma -

Tottenville High School

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Lauren Edwards