Lauren Hepting
Raleigh,NC
Summary
Experienced customer-oriented professional with strong multi-tasking skills and the ability to efficiently prioritize tasks. With a focus on relationship building, I am defined by a quest for knowledge and growth. I have been able to find unique solutions to unique problems. I'm conditioned to work in fast-paced environments that require on-the-fly decisions and adaptability.
Overview
8
8
years of professional experience
Work History
TECHNICAL SUPPORT SPECIALIST
BANDLAB TECHNOLOGIES
Singapore
06.2021 - Current
- Supply technical expertise and solutions via Zendesk
- Provide details for informational sessions for improvement of client success metrics
- Participate in daily and weekly updates from our product teams
- Communicate sensitive escalations based on an established protocol
- Reporting bugs and other urgent tasks via JIRA
- Reporting on disabled accounts and handling chargeback disputes
- Serve as primary contact for all escalated billing inquiries, access, and account issues
- Maintain product knowledge to help end-users better understand the platform and track customer requests from initial contact through resolution
- Troubleshoot issues reported by users involving company services and products
- Utilize expert customer service to increase company revenues
- Collaborate with other departments within the company when needed to resolve complex issues quickly and efficiently
- Resolved record-breaking backlog of support tickets following major system malfunctions
- Maintain compliance with established and updated policies and procedures with minimal supervision
- Document repair processes and help streamline procedures for future technical support actions
ACCOUNT MANAGER
ALL HOURS HEATING & AIR
Knightdale, NC
01.2022 - 05.2024
- Serve as primary contact using excellent verbal skills to engage customers in conversation and effectively determine needs and requirements
- Renew existing accounts by cementing trusting relationships with customers
- Verify pricing and compute product totals to complete detailed invoices
- Analyze financial statements, invoices, purchase orders, and contracts for accuracy and completeness prior to payment processing
- Balance customer schedules, employee availability, and maximum load levels while scheduling appointments
- Draft documents outlining specific duties assigned to employees during their shifts
- File accurate weekly, monthly, and quarterly regulatory paperwork and maintained organization to support smooth audit processes
- Manage day-to-day operational activities related to vendors and suppliers in coordinating projects for customers
- Work closely with suppliers to ensure that components meet required specifications
- Maintain documentation on customer specifications and process improvements to establish high levels of customer satisfaction
LEAD SERVER/SUPPORT/HOSTESS
DEATH & TAXES
Raleigh, NC
10.2016 - 03.2020
- Key team member in an Ashley Christensen hospitality concept that was nominated for a James Beard Award for Best New Restaurant
- Onboarded and trained new hires with a thorough approach
- Managed reservations and structure of evening service
- Consistently delivered world-class service to guests holding a pivotal role in formation of new hospitality venture
- Maintained knowledge of menu items, ingredients, and preparation methods to assist guests with menu selection
- Demonstrated comprehensive knowledge of international wines, characters and vintage merits along with detailed knowledge of house wines
- Communicated daily with all team members to ensure priorities and avoid potential issues while maintaining an excellent relationship with coworkers
- Upheld impeccable service standards in a fast-paced environment to a wide variety of guests
Education
Associate - International Relations
Wake Technical Community College
Raleigh, NC07.2022
Skills
- Technical Troubleshooting
- CRM Software
- Leadership
- Training & Development
- Organization
- Detailed
- Motivated
- Adaptable
Timeline
ACCOUNT MANAGER
ALL HOURS HEATING & AIR
01.2022 - 05.2024
TECHNICAL SUPPORT SPECIALIST
BANDLAB TECHNOLOGIES
06.2021 - Current
LEAD SERVER/SUPPORT/HOSTESS
DEATH & TAXES
10.2016 - 03.2020
Associate - International Relations
Wake Technical Community College
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