Lauren Geoghegan
Hemet,CA
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Utilizing 20 years of customer service experience across a multi-channel platform including face to face, B2B and call center environments. Specializing in talent acquisition and development with a focus on employee retention. Excelling at complex resolution as well as developing and implementing new operating procedures using a cross collaborative approach. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Possess excellent computer proficiency skills and ability to learn new systems with ease.
Work History
Guest Support Manager
Bob's Discount Furniture
08.2020 - 03.2023
- Oversaw diverse team of guest support reps that met or exceeded all sales goals, KPI's and metrics. Implemented new nationwide phone queue system creating 97% answer rate. Responsible for interviewing, onboarding and evaluating team of agents. Developed programs to increase survey response and improve NPS scores. Demonstrated leadership skills in managing projects from concept to completion
Inbound/ Outbound Call Center Manager
Living Spaces
12.2017 - 04.2020
- Directed both inbound and outbound call center teams daily operations. Responded to live escalated calls and worked cross departmentally and with 3PL's to resolve complex customer issues. Performed all monitoring, analysis and coaching. Maintained call answer rate of 95% while meeting all KPI's and metrics. Developed and implemented automated call reduction processes. Demonstrated leadership skills in managing projects from concept to completion.
Customer Service Manager
Bassett Home Furnishings
04.2014 - 12.2017
- Resolved all incoming calls including scheduling, sales inquiries and customer concerns. Worked cross departmentally with 3PL and factory to resolve customer issues and coordinate complex deliveries. Supported sales staff to meet or exceed all goals while improving positive customer NPS. Trained and regularly mentored associates on performance-oriented strategies and customer service techniques. Addressed potential cancellations and offered catered solutions to retain accounts.
Education
High School Diploma -
Skills
- Customer Service Expertise
- Motivational Leadership
- Office Administration
- Team Development
- Quality Assurance
- Cross-Functional Collaboration
- Communications Support
- Conflict Management
- Performance Tracking and Evaluations
- Human Resources Collaboration
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Guest Support Manager - Bob's Discount Furniture
08.2020 - 03.2023
Inbound/ Outbound Call Center Manager - Living Spaces
12.2017 - 04.2020
Customer Service Manager - Bassett Home Furnishings
04.2014 - 12.2017
California State Monterey Bay - ,
Westlake High School - High School Diploma,
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