Summary
Overview
Work History
Education
Skills
Timeline
Generic

Lauren Johnson

Aiken,SC

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

9
9
years of professional experience

Work History

Customer Service Representative

Home Folks Wholesales / Southco Distributing
08.2022 - 11.2023
  • Handling billing information, applying payment to customer’s accounts and credits (Account Receivable)
  • Assist customer’s with pick up orders
  • Check in drivers from store deliveries: fill out driver sheet, apply totes to customer’s account, sign-off additional sheets.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Responded to customer requests for products, services, and company information.
  • Provided primary customer support to internal and external customers.
  • Maintained up-to-date knowledge of product and service changes.
  • Investigated and resolved accounting, service and delivery concerns.
  • Cross-trained and backed up other customer service managers.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.

Call Center Customer Service Representative

BroadPath Healthcare Solutions
09.2020 - 09.2021
  • Managing member's account and finding the right information for member's, updating account information, handling claims, billing information and reimbursements
  • Understand HIPAA verification.
  • Enhanced customer satisfaction by resolving complex issues promptly and professionally.
  • Reduced call resolution time through efficient problem-solving and communication skills.
  • Developed strong relationships with clients, resulting in increased customer loyalty and repeat business.
  • Achieved high-quality service by adhering to company policies and procedures during each interaction.
  • Consistently met or exceeded performance goals, contributing to the overall success of the call center.
  • Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
  • Collaborated with other departments when necessary, ensuring seamless support for customers across multiple areas.
  • Participated in ongoing training sessions, continuously enhancing product knowledge and customer service skills.
  • Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
  • Utilized CRM software efficiently, updating customer profiles accurately during each interaction.
  • Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.
  • Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
  • Documented and detailed calls and complaints using call center's CRM database.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Placed outbound customer service or customer satisfaction calls to follow up on issues.
  • Detailed payment options and explained price, receipt and billing details to customers.
  • Met customer call guidelines for service levels, handle time and productivity.

Home Health Aide

Beyond Home Healthcare
08.2018 - 09.2020
  • Certificated in CPR.
  • Improved patient well-being by providing compassionate and attentive personal care.
  • Maintained a clean and safe home environment for patients, reducing falls and accidents.
  • Administered medications as prescribed, ensuring proper dosage and timely administration for optimal health outcomes.
  • Collaborated with healthcare professionals to develop individualized care plans, addressing specific needs and goals of each patient.
  • Transported patients to medical appointments and social outings, fostering community engagement and overall wellbeing.
  • Performed light housekeeping duties including laundry linen changes sweeping vacuuming and mopping ensuring a clean and organized living space for patients.
  • Monitored vital signs regularly, promptly reporting any abnormalities or concerns to supervising nurse or physician.
  • Completed thorough documentation of patient care activities, maintaining accurate records for effective communication amongst the healthcare team.
  • Assisted with meal planning and preparation according to dietary restrictions, meeting nutritional needs while adhering to personal preferences.
  • Assisted clients with daily living activities, enhancing their independence and quality of life.
  • Helped patients maintain personal hygiene through bathing, grooming, and toileting assistance when necessary for dignity preservation.
  • Scheduled and coordinated medical appointments.
  • Documented vital statistics and coordinated with health care providers.

Lead Cashier/Customer Service Representative

Circle K
01.2016 - 01.2018
  • Having great customer service and organizing management skills, computer skills such as Microsoft Office and printing, maintaining a register and multitasking.
  • Enhanced customer satisfaction by providing efficient and accurate cash transactions.
  • Streamlined the checkout process for faster service, leading to increased customer loyalty.
  • Maintained a balanced cash drawer with diligent attention to detail and accurate counting practices.
  • Reduced cashier errors by implementing thorough training programs for new employees.
  • Managed high volume sales periods effectively, ensuring prompt service during peak hours.
  • Assisted customers with finding products and answering questions, resulting in an enjoyable shopping experience.
  • Collaborated with management to develop strategies for improving overall store performance and profitability.
  • Implemented inventory control measures to minimize stock discrepancies and maintain accurate records.
  • Mentored junior cashiers in the proper handling of difficult situations, fostering a supportive work environment.
  • Promoted store specials and upsold items at the register, increasing average transaction value per customer visit.
  • Ensured compliance with company policies regarding cash handling procedures, maintaining security standards throughout operations.
  • Handled complex returns or exchanges swiftly, streamlining processes that ensured minimal disruption to customers'' shopping experiences.
  • Processed payments effectively and accurately handled cash, credit, debit and personal check transactions.
  • Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
  • Monitored self-checkout systems and provided help in resolving complex problems.
  • Maintained and updated security protocols for front desk operations.
  • Used POS system to enter orders, process payments and issue receipts.
  • Worked with floor team and managers to meet wide range of customer needs.

Assistant Manager

Burger King
01.2015 - 01.2016
  • Improved customer satisfaction by addressing and resolving complaints promptly.
  • Streamlined store operations for increased efficiency, implementing new processes and procedures.
  • Developed strong working relationships with staff, fostering a positive work environment.
  • Increased sales through effective merchandising strategies and targeted promotions.
  • Boosted customer satisfaction by providing exceptional service and addressing concerns promptly.
  • Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
  • Streamlined inventory management with regular audits, accurate ordering, and efficient stock organization.
  • Maximized profits by negotiating better deals with vendors and reducing shrinkage through loss prevention strategies.
  • Increased employee retention, training staff in effective customer service techniques and product knowledge.
  • Provided support to store manager in budgeting processes, helping maintain financial stability for the business.
  • Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
  • Provided weekly work schedules to employees to accommodate business demands and vacation requests.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Spearheaded staff recruitment efforts, interviewing candidates for open positions and selecting top talent to join the team.
  • Implemented loss prevention tactics to deter thefts while maintaining a welcoming environment for all customers.
  • Mentored new employees on company policies, procedures, and best practices to ensure their success within the organization.
  • Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
  • Rotated merchandise and displays to feature new products and promotions.

Education

Bachelor of Science - Human Resources Management

Southern New Hampshire University
Manchester, NH
06.2025

Associate of Arts - Fine Arts

Aiken Technical College
Graniteville, SC
05.2020

High School Diploma -

Aiken High School
Aiken, SC
06.2014

Skills

  • Medical Terminology Knowledge
  • Medical Information Knowledge
  • Medical Care
  • HIPAA Compliance/Guidelines
  • Call Center Applications
  • Call Pharmacy (refill scripts)
  • Billing Process
  • Claims Review
  • Insurance Claims
  • Account Review
  • Account Receivable
  • Complaint Resolution
  • Data Collection
  • Paperwork Processing
  • Appointment Scheduling
  • Product Knowledge
  • Account Updating
  • Staff Education and Training
  • Microsoft Office Suite
  • Order Processing
  • Order Fulfillment
  • CRM Software
  • Call Center Operations
  • Technical Support
  • Filing
  • Documentation
  • Credit Adjustments
  • Problem-Solving Abilities
  • Service Standard Compliance
  • Customer Service
  • Computer Proficiency
  • Spreadsheets
  • Active Listening
  • Shipping and Logistics

Timeline

Customer Service Representative

Home Folks Wholesales / Southco Distributing
08.2022 - 11.2023

Call Center Customer Service Representative

BroadPath Healthcare Solutions
09.2020 - 09.2021

Home Health Aide

Beyond Home Healthcare
08.2018 - 09.2020

Lead Cashier/Customer Service Representative

Circle K
01.2016 - 01.2018

Assistant Manager

Burger King
01.2015 - 01.2016

Bachelor of Science - Human Resources Management

Southern New Hampshire University

Associate of Arts - Fine Arts

Aiken Technical College

High School Diploma -

Aiken High School

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Lauren Johnson