Lauren Holler
Collegeville,PA
Summary
Experienced Customer Service Supervisor bringing 6 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
6
6
years of professional experience
Work History
Customer Service Supervisor
Certainteed
11.2021 - Current
- Assisted in defining, documenting and enforcing business standard practices and procedures
- Heavily involved/assisting with the transition of our Terminus line from purchasing from a third-party vender to bringing it in-house to Conyers
- Continue to build relationships with internal and external customers to help strengthen our business
- Assisted with cross-functional projects across Certainteed
- Maintained Customer Service metrics monthly, as well as sending out reports on Certainteed Architectural CSI standings monthly
- Assisted CS Manager on planning, appraising, and reviewing our team’s performance and managing the team’s compensation
- Developed and fostered our team’s ongoing development through continued one-on-one meetings to counsel, communicate expectations and review continuous trainings.
Customer Service Team Lead
Certainteed
04.2021 - 11.2021
- Provided support to customer account specialist among the team to help resolve difficult situations
- Handled sub-contracting ordering and helped support Third party and one off processed handled within Customer Service
- Assisted in interview processes and assist in training new hires.
Customer Account Specialist
Certainteed
04.2018 - Current
- Worked on projects with multiple departments to create cohesive solutions for problems that impact several points of operations, including customer service
- Heavily involved with the development, testing and roll out of the EZZ Cuts program
- Assisted in redeveloping the training program to virtually train two new hires, including fully acclimating one to undertake one of the most demanding territories
- Identify, and work to improve, areas of concern within company processes that can cause friction on both the customer and the business
- Developed and fostered strong relationships with customers, Sales Reps and internal customers creating better lines of communication and partnerships
- Actively listens to customer concerns or issues and takes appropriate steps to resolve
- Main resource for information regarding specialty products and quoting
- Cease the opportunity to assist co-workers with any questions or obstacles that may arise
- Proficiently trained in every aspect of Customer Service including ZTP orders, Post Paint orders and quoting.
Education
Bachelor of Science Degree in Business Management -
East Stroudsburg University
East Stroudsburg, PASkills
- Ability to establish and foster strong interpersonal relationships
- Strong organizational skills with great attention to detail
- Internal and external conflict management
- Skilled in multi-tasking with ability to handle demanding requests simultaneously
- Assess opportunities, identify challenges and implement solutions
- Entrepreneurial attitude with a knack for circumventing obstacles to achieve goals
- Team Building and Leadership
- Training and mentoring
Timeline
Customer Service Supervisor
Certainteed
11.2021 - Current
Customer Service Team Lead
Certainteed
04.2021 - 11.2021
Customer Account Specialist
Certainteed
04.2018 - Current
Bachelor of Science Degree in Business Management -
East Stroudsburg University