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Hi, I’m
Lauren Highfield
Columbus,OH
Far and away the best prize that life offers is the chance to work hard at work worth doing.
Theodore Roosevelt
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Talented Lead Customer Service Representative polished in balancing customer needs and company demands. Committed to building loyalty and long-term relationships with customers and achieving individual sales goals. Expertly coordinates customer service teams and coordinates programs to enhance productivity. Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued. Personable and dedicated Customer Service Representative with extensive experience in Retail industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs. Friendly and efficient Customer service representative devoted to maximizing customer satisfaction with exceptional service and support. Knowledgeable regarding Fast food standards with strong skill in retaining product and service information to provide effective issue resolution. Skilled in promoting sales to increase revenue while addressing diverse issues. Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions.
Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
7
years of professional experience
1
Certificate
Work History
Duke and DuchessLancaster, OH
Customer Service Associate
06.2016 - 11.2016
Job overview
- Improved customer service wait times to mitigate complaints.
- Operated multi-line phone system and online messaging system to communicate with customers.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Followed policies and procedures to meet or exceed established performance requirements.
- Handled large amounts of cash and balanced cash drawer daily within prescribed balancing guidelines.
- Organized client contracts, records and reports to strengthen traceability.
- Recommended and initiated product offerings to meet customer changing needs.
- Reviewed account and service histories to identify trends and resolve issues.
- Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.
- Rolled out operational improvements and solutions to deliver top-notch customer service.
- Executed on-time and under budget project management to resolve complex issues.
- Troubleshot shortages and overages to support quality control efforts.
- Maintained customer privacy and protected company operations by keeping information private and confidential.
Main Street Terrace Care CenterLancaster, OH
Dietary Cook
02.2014 - 07.2014
Job overview
- Sanitized workstation at end of shift to minimize risk of salmonella and other food-borne illnesses.
- Handled advanced thawing and food pre-preparation for upcoming meals.
- Instructed new staff in proper food preparation, food storage, use of kitchen equipment and sanitation and safety issues.
- Changed and sanitized cutting boards, benches and surfaces to avoid cross-contamination.
- Monitored supply inventory and rotated stock to maintain optimal freshness and reduce waste.
- Executed proper techniques when preparing menu item ingredients.
- Memorized new menu items and ingredients quickly to help customers select items meeting needs and preferences.
- Adhered to regulatory standards regarding safe and sanitary food prep.
- Tracked activities in daily logs and weekly update reports.
- Adjusted established recipes to meet special dietary and allergen restrictions.
- Prepared therapeutic diets and meals following oral and written instructions.
- Maintained clean and orderly appearance throughout kitchen and dining area.
- Devised new healthy seasonal menu items by researching latest health food trends.
- Garnished and arranged plated meals.
- Made meals in accordance with company standards and requirements.
- Interacted with guests to obtain feedback on product quality and service levels.
- Monitored inventory to maintain proper supply level.
- Received and stored food and supplies.
Speed CommercePataskala, OH
Picker/Packer Operator
04.2013 - 01.2014
Job overview
- Assembled cartons, crates and containers to prepare for shipping.
- Reported safety or workflow concerns to leadership for further investigation.
- Trained new employees regarding warehouse procedures and standards.
- Arranged items on pallets according to size and weight.
- Assembled customer orders from stock and packed items in boxes.
- Adhered to product safety and hygiene guidelines for health and regulatory compliance.
- Adjusted machine components and pressure to support product processing.
- Verified labels for appropriate order numbers and item specifications.
- Adjusted machine tension and pressure to accommodate size or product packing angle.
- Removed damaged or inferior materials to prepare products for packaging.
- Wrapped protective material around each product and packed items into cartons.
- Monitored production line for jams, pile-ups or glue not adhering properly.
- Assigned tasks to employees and monitored productivity, performance and task completion.
- Weighed or counted items for distribution to conform to company standards.
- Met or exceeded target for on-time customer shipments.
- Boosted productivity and efficiency for staff in solution implementation.
- Sorted, graded and weighed products, verifying and adjusting products to meet specifications.
- Attached labels to packaged items or stenciled information on containers.
- Discovered and fixed root causes of issues negatively impacting production performance.
- Tracked inventories and input equipment counts into warehouse databases.
- Cleared machine jams to reset malfunctions for production line.
- Notified team leader of product discrepancies and equipment malfunctions.
- Operated and tended product packaging machines.
- Removed finished products from machines and separated rejected items based on standard grading qualifications.
- Supplied materials to feeding devices, spindles or hoppers and unloaded completed packaged products.
- Adjusted machine components, machine tensions and machine pressure according to size and processing angle of product.
Mount Aloysius CorpNew Lexington, OH
Direct Support Professional
03.2012 - 03.2013
Job overview
- Documented current patient information to update vital signs, behaviors and eating habits.
- Enhanced patient wellbeing by supporting participation in recreational activities.
- Monitored client's well-being, safety and comfort under physician direction.
- Accompanied or transported clients to appointments, errands and social activities.
- Transported clients to doctor's appointments and errands.
- Developed strong and trusting rapport with patients to facilitate smooth, quality care.
- Advocated for disabled individuals to foster communication and self-expression and achieve goals.
- Assisted individuals in learning and developing new skills.
- Used approved crisis intervention techniques in emergency situations.
- Assisted individuals in development of social skills to become integrated in community.
- Leveraged database management system to track and report service hours, details of activities and progress on goals.
- Followed care plan and directions to administer medications.
- Aided with mobility and independence for disabled individuals and continually monitored safety.
- Reported changes in client condition to administrators, facilitating nursing intervention.
- Maintained clean and well-organized environment for client happiness and safety.
- Tracked and reported clients' progress based on observations and conversations.
- Provided direct care to individuals with intellectual and developmental disabilities, fostering activities of daily living.
- Encouraged and reassured clients throughout transitions to facilitate smooth discharge.
- Assisted with planning and coordination of activities and outings based on individual needs.
WalmartLancaster, OH
Cashier
02.2012 - 06.2012
Job overview
- Directed trash removal and sanitation procedures to keep aisles and register area organized.
- Answered customer questions and provided store information.
- Used suggestive selling techniques to promote add-on sales.
- Helped customers find specific products, answered questions and offered product advice.
- Verified customer age requirement for alcohol or tobacco purchases.
- Collected payments and provided accurate change.
- Trained new team members in cash register operation, stock procedures and customer services.
- Worked closely with front-end staff to assist customers.
- Delivered high level of customer service to patrons using active listening and engagement skills.
- Operated cash register or POS system to receive payment by cash, check and credit card.
- Answered product questions with up-to-date knowledge of sales and store promotions.
- Learned roles of other departments to provide coverage and keep store operational.
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
- Accepted cash and credit card payments, issued receipts and provided change.
- Preserved appearance of store by arranging and replenishing displays and merchandise racks.
Wendys Fast FoodNew Albany, OH
Crew Member
01.2011 - 07.2011
Job overview
- Took orders from patrons and input selections into store computer system.
- Explained current promotional information and items to patrons.
- Explained food preparation methods and ingredients to enable patrons with food allergies to make educated decisions.
- Packaged menu items into bags or trays and placed drink orders into carriers.
- Packed fast food products in approved containers, cups and bags.
- Wiped down tables and equipment, swept and refilled stock.
- Prepared food for various recipes by washing, peeling and dicing ingredients.
- Wiped down tables and removed trash and dirty plates to provide clean, welcoming dining environment.
- Talked pleasantly with customers while taking orders and promoted positive image for business.
- Brewed and served coffee and tea with preferred add-ins.
- Organized and restocked supplies to support operations and team productivity.
- Demonstrated proper food safety practices by accurately completing quality control checklist.
- Drove team success by quickly completing assigned tasks.
- Notified kitchen staff of shortages or special orders, prompting appropriate action and keeping wait times short.
- Processed payments on cash register and counted back bills and change to patrons.
Bob Evans RestaurantColumbus, OH
Restaurant Hostess
10.2009 - 03.2010
Job overview
- Answered phones promptly to record and confirm reservations.
- Relayed orders to service bar and kitchen via point-of-sale register system.
- Directed customers to bar area in high-traffic times to increase drink sales.
- Delivered outstanding service and support from initial interaction to final departure, maintaining loyal clientele.
- Checked dining and serving areas to verify proper cleanliness and readiness for guests.
- Greeted incoming guests to escort to assigned dining area and present menus.
- Stayed attentive to server availability and table turnover to quickly seat guests.
- Scheduled reservations and notified servers and managers of large groups to prepare seating in advance.
- Responded appropriately to customer complaints, bringing major issues to attention of manager on duty.
Education
Gahanna Lincoln HIghSchoolGahanna, OH
High School Diploma
06.2011
University Overview
- 2011 - Honor Roll
- Additional Coursework in [Subject]
- Completed Diploma Course
- 3.9 GPA
- Member of Student Body Counsel, 2011
- Participated in Cheerleading, Student Council 2011
- Captain of Gahanna LIncoln Cheerleading Squad
- Essay on Where i want to be in 5 years
Skills
- Customer Support
- MS Office Proficiency
- Inbound and Outbound Calling
- Understanding Customer Needs
- Customer Account Management
- Upselling Products and Services
- Order and Refund Processing
- Creative Problem Solving
- Building Customer Trust and Loyalty
- Upbeat and Positive Personality
- Data Entry and Maintenance
- Needs Assessment
- Efficient and Detail-Oriented
- Multitasking and Prioritization
- Customer Data Confidentiality
- Data Entry
- De-escalation Techniques
- Customer Service
- Responding to Difficult Customers
- Transaction Processing
- Verbal and Written Communication
- 95 wpm Typing Speed
- Courteous with Strong Service Mindset
- Customer Retention Strategies
- MS office proficiency
Certification
- Adobe Certified Expert (ACE) – Adobe Systems Incorporated.
- Microsoft Office Specialist (MOS) - Microsoft.
- Project Management Professional (PMP) – Project Management Institute.
- Certified Customer Service Professional (CCSP) - National Customer Service Association.
- Google Analytics Individual Qualification (IQ) – Google.
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Availability
See my work availability
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Available
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tuesday
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sunday
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Timeline
Customer Service Associate
Duke and Duchess
06.2016 - 11.2016
Dietary Cook
Main Street Terrace Care Center
02.2014 - 07.2014
Picker/Packer Operator
Speed Commerce
04.2013 - 01.2014
Direct Support Professional
Mount Aloysius Corp
03.2012 - 03.2013
Cashier
Walmart
02.2012 - 06.2012
Crew Member
Wendys Fast Food
01.2011 - 07.2011
Restaurant Hostess
Bob Evans Restaurant
10.2009 - 03.2010
Gahanna Lincoln HIghSchool
High School Diploma
Work Preference
Important To Me
Flexible work hoursWork from home optionWork-life balanceCareer advancementSoftware
Proficiency in Word, Excel, PowerPoint, and Outlook
Google Workspace, Google Docs, Sheets, Slides and Gmail
Scheduling tools, Google Calendar,
Languages
English
Native language
Spanish
Beginner
A1
Interests
Writing, Traveling, Photography, Art
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