Lauren Huson
Murrieta,Ca
Summary
Experienced with client relationship management, enhancing customer satisfaction through personalized service and strategic account planning. Utilizes negotiation and conflict resolution skills to maintain and renew client contracts, ensuring alignment with business objectives. Track record of leveraging analytical insights to drive client retention and business development.
Overview
8
8
years of professional experience
Work History
Account Manager
IdentityIQ
08.2024 - Current
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Implemented strategies to increase revenue from existing accounts through upselling and cross-selling initiatives.
- Developed customized account plans for clients to help them achieve their business goals.
Team Lead
IdentityIQ
01.2024 - 08.2024
- Trained new employees on company policies, procedures and work ethics
- Supervised and coordinated activities of staff to ensure compliance with established policies, procedures, and standards
- Provided leadership and direction to team of 10+ call center representatives, ensuring customer satisfaction goals were achieved
- Performed regular coaching sessions with staff members to improve their knowledge base and communication skills
Customer Service
Resident-Link
12.2022 - 01.2024
- Developed and implemented training programs for new hires in a customer service role
- Supported team members in achieving their goals and professional development objectives
- Extensive experience with all four legacy databases to further assist with rental reporting issues
- Handled customer inquiries and resolved complaints in a timely manner
- Experienced with the escalation system Jira to open tickets and assist members with issues pertaining to their rental payments not reporting, issues with the bureaus, payments, cancellations etc
- Answered tickets, emails and phone calls to assist members with their needs in a timely manner
Credit Specialist
IdentityIQ
03.2022 - 01.2024
- Handled customers effectively by identifying needs, quickly gaining trust, approaching complex situations and resolving problems to maximize efficiency
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints
- Managed customer expectations by clarifying needs, identifying options and recommending products and services
- Managed high-volume of inbound and outbound customer calls
- Reviewed files, records and other obtained documents to respond to customer requests
Membership Specialist
IdentityIQ
07.2021 - 03.2022
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
Customer Service Representative
Lowe's
09.2018 - 03.2021
- Processed orders, returns, and exchanges accurately and efficiently
- Provided product recommendations and assisted with sales inquiries to drive revenue
- Managed customer inquiries via phone, email, and chat in a timely and professional manner
- Assisted in training new customer service representatives on company policies and procedures
- Monitored employee performance and safety, conducting retraining to correct problems and optimize productivity
Lead Floater
Aerosports Trampoline Park
06.2017 - 09.2018
- Trained new staff and coordinated events at a trampoline park for 1 year
- Performed routine maintenance and repairs on trampolines and equipment at a trampoline park for 2 years
Education
Bachelor of Arts - English Education
National University
La Jolla, CA10-2025
Associate of Arts - Liberal Arts
Mt. San Jacinto College
San Jacinto, CA05-2022
High School Diploma -
Murrieta Mesa High School
Murrieta, CA06-2017
Skills
- Account management
- Customer service
- Teamwork and collaboration
- Client relations
Timeline
Account Manager
IdentityIQ
08.2024 - Current
Team Lead
IdentityIQ
01.2024 - 08.2024
Customer Service
Resident-Link
12.2022 - 01.2024
Credit Specialist
IdentityIQ
03.2022 - 01.2024
Membership Specialist
IdentityIQ
07.2021 - 03.2022
Customer Service Representative
Lowe's
09.2018 - 03.2021
Lead Floater
Aerosports Trampoline Park
06.2017 - 09.2018
Bachelor of Arts - English Education
National University
Associate of Arts - Liberal Arts
Mt. San Jacinto College
High School Diploma -
Murrieta Mesa High School
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