Lauren Elliott
Juliette,GA
Summary
Proven track record in enhancing customer satisfaction and loyalty, notably at Payflex/Inspira Financial, by adeptly managing high-stress situations and resolving conflicts with empathy. Skilled in data entry and critical thinking, I've successfully mentored new hires and improved team productivity, leading to a noticeable increase in repeat business.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Payflex/Inspira Financial
04.2023 - 03.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
Receptionist
Gordon Animal Clinic
11.2022 - 07.2023
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Resolved customer problems and complaints.
- Handled cash transactions and maintained sales and payments records accurately.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Responded to inquiries from callers seeking information.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
- Cultivated positive relationships with clients through professional demeanor and excellent interpersonal skills.
- Maintained visitor log for entering and leaving facility for security purposes.
- Streamlined administrative tasks, such as filing and data entry, to support office efficiency.
Head House Cleaner
Clean Sweep
01.2011 - 01.2022
- Maintained detailed records of completed tasks to track progress and ensure timely completion of all assigned duties.
- Established rapport with vendors through effective negotiation skills; secured competitive pricing on essential supplies and equipment.
- Developed customized cleaning plans for clients with specific requirements or preferences.
- Collaborated with team members to complete large-scale projects within tight deadlines while maintaining exceptional quality.
- Conducted regular inspections of cleaned properties to maintain high standards and address any issues promptly.
- Optimized performance through regular monitoring of employee performance metrics, implementing necessary improvements based on feedback.
- Resolved customer complaints or concerns quickly and professionally, preserving positive relationships with clients.
Customer Service Associate
CVS Pharmacy
01.2014 - 03.2016
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Collaborated with team members to achieve monthly targets and optimize workflow efficiency.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.
- Trained new associates in company policies and procedures, fostering a supportive work environment.
- Assisted customers in navigating company's products and services, enhancing their overall experience.
- Improved customer experience by maintaining high level of product knowledge and sharing it effectively.
- Resolved customer complaints, leading to noticeable improvement in customer satisfaction scores.
- Increased team productivity with effective communication and coordination of tasks.
- Fostered positive team environment, contributing to higher staff retention rates.
- Identified upselling and cross-selling opportunities, contributing to increased sales.
Education
High School Diploma -
Putnam County High School
Eatonton, GA05.2008
Skills
- Customer Service
- Product Knowledge
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Call center experience
- Customer satisfaction measurement
- Computer Proficiency
- Conflict Resolution
- Money handling abilities
- Client Relations
Timeline
Customer Service Representative
Payflex/Inspira Financial
04.2023 - 03.2024
Receptionist
Gordon Animal Clinic
11.2022 - 07.2023
Customer Service Associate
CVS Pharmacy
01.2014 - 03.2016
Head House Cleaner
Clean Sweep
01.2011 - 01.2022
High School Diploma -
Putnam County High School
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