Lauren Kaapa
Pooler,GA
Summary
Dedicated student interested in applying excellent communication and interpersonal skills to a Customer Service Representative role. Experienced customer service professional with a proven track record of exceeding customer expectations. Skilled in addressing inquiries, resolving issues, and providing exceptional support to ensure customer satisfaction and loyalty.
Overview
12
12
years of professional experience
Work History
Caretaker
Self-Employed
05.2021 - 01.2024
- Provided hands-on care and supervision for [specific my autistic child, ensuring safety and well-being at all times.
- Developed and implemented personalized daily routines and activities to promote social, emotional, and cognitive development.
- Implemented behavioral management strategies, including positive reinforcement and redirection, to address challenging behaviors and promote positive outcomes.
- Collaborated with therapists, and educators to develop and implement Individualized Education Plans (IEPs) and behavior intervention plans (BIPs).
- Fostered a supportive and inclusive environment that encouraged the child's independence, self-esteem, and confidence.
- Attended training sessions and workshops to stay updated on the latest research, techniques, and resources related to autism spectrum disorders.
Office Manager
Josh Collins Heating & Air
01.2016 - 01.2020
- Oversee daily office operations, including scheduling appointments, managing 40 phone calls, and responding to customer inquiries promptly and courteously.
- Coordinate with field technicians to schedule service calls, installations, and maintenance visits, ensuring efficient allocation of resources and timely completion of work orders.
- Maintain accurate records of customer accounts, invoices, and payments using accounting software (e.g., QuickBooks), ensuring billing accuracy and timely collection of payments.
- Procure office supplies and equipment, negotiate vendor contracts, and manage inventory levels to support office needs and control costs.
- Handle escalated customer issues and complaints, resolving conflicts and ensuring customer satisfaction while upholding company policies and standards.
Customer Service-Dispatch
K&C
01.2012 - 01.2014
- Handled high-volume calls and answered customer inquires about service plans and product features
- Troubleshot and resolved complex customer issues, escalating as needed to ensure timely and effective resolution
- Collaborated with team members to provide cross-functional support and positive customer feedback
- Ensured accuracy of data entry into our system including customer details, rates, carrier information
- Type 60+ WPM
- Understood and followed oral and written directions.
Education
HIGH SCHOOL/GED -
Bachelor of Arts - Psychology
Southern New Hampshire University
Hooksett, NH03.2028
Skills
- Problem-Solving & Troubleshooting
- Data Entry
- Appointment Scheduler
- Customer Service
- Critical Thinking
- Active Listening
- Outstanding Communication Skills
- High Call Volume
- Medical Terminology
Languages
English
Full Professional
Timeline
Caretaker
Self-Employed
05.2021 - 01.2024
Office Manager
Josh Collins Heating & Air
01.2016 - 01.2020
Customer Service-Dispatch
K&C
01.2012 - 01.2014
HIGH SCHOOL/GED -
Bachelor of Arts - Psychology
Southern New Hampshire University