LAUREN FRANCONE
Hempstead
Summary
Results-oriented customer service professional with over 8 years of experience in managing complex customer issues. Skilled in critical thinking and documentation, consistently delivering high-quality service that enhances customer loyalty and satisfaction.
Overview
14
14
years of professional experience
Work History
Customer Service Representative/Veterinary Technician
Texas A&M University
College Station, TX
08.2019 - Current
- Managed complex customer issues, ensuring timely resolution and compliance with university policies.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Developed efficient patient care protocols, improving workflow and enhancing overall clinic productivity.
- Effectively managed time-sensitive tasks while maintaining high-quality patient care through multitasking abilities during busy shifts at the clinic.
Receptionist/Veterinary Technician
Bowers Veterinary Clinic
Bellville, TX
08.2015 - 02.2020
- Managed front desk operations, ensuring efficient patient check-in and scheduling.
- Coordinated communication between veterinary staff and clients, enhancing service delivery.
- Developed client education materials, promoting preventive healthcare for pets.
- Maintained accurate patient records and billing information within clinic database.
- Handled client inquiries with professionalism, fostering strong relationships and trust.
- 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.
- Provided exceptional customer service, addressing client concerns and answering questions about pet health and wellness.
- Collaborated with fellow technicians to create efficient workflows that streamlined daily tasks within the clinic setting.
Customer Service Representative/Veterinary Technician
Banfield Pet Hospital
The Woodlands, TX
06.2012 - 08.2015
- Resolved customer inquiries efficiently, enhancing overall satisfaction and experience.
- Trained and mentored new representatives, fostering a collaborative team environment.
- Implemented process improvements that streamlined service delivery and reduced response times.
- Developed training materials to enhance staff understanding of customer service protocols and tools.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Education
No Degree - Coursework Toward Bachelor of Science
Baylor University
Waco, TXNo Degree -
Lone Star College
Houston, TXNo Degree -
Blinn College
Brenham, TXSkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Relationship building
- Computer proficiency
- Scheduling
- Documentation
Timeline
Customer Service Representative/Veterinary Technician
Texas A&M University
08.2019 - Current
Receptionist/Veterinary Technician
Bowers Veterinary Clinic
08.2015 - 02.2020
Customer Service Representative/Veterinary Technician
Banfield Pet Hospital
06.2012 - 08.2015
No Degree - Coursework Toward Bachelor of Science
Baylor University
No Degree -
Lone Star College
No Degree -
Blinn College