Lauren Koivu
Howell ,MI
Summary
Knowledgeable and dedicated customer service professional with extensive experience in sales and customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
11
11
years of professional experience
Work History
HVAC Dispatcher
Town Center Inc
10.2021 - Current
- Maintained updated and detailed records of calls in physical and electronic database.
- Planned, organized, and managed work of subordinate staff to accomplish consistent work within organizational standards.
- Directed dispatching, routing, and tracking of twenty fleet vehicles.
- Oversaw route and condition of field units to manage daily schedule and maintain organized shifts.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
- Analyzed customer feedback and provided solutions to improve customer service.
Delivery Driver
Hungry Howies
07.2020 - 07.2021
- Operated vehicle safely in highly congested areas with no traffic violations.
- Completed on-time deliveries by choosing best and most efficient routes.
- Completed rush deliveries on tight timetables to satisfy customer needs.
- Maintained high level of customer service through friendly and polite demeanor.
- Collected and verified telephone numbers, addresses and proper spelling of names.
Machine Operator
Michigan Seamless Tube And Pipe
07.2018 - 04.2020
- Followed tooling instructions and product specifications to determine and implement operational sequences.
- Calibrated, tested, and adjusted machine settings or controls in preparation for production operations.
- Monitored machines during operation to detect sounds of malfunction or excessive vibration and adjusted machines to eliminate problems.
- Kept detailed production records and identified hold-ups.
Sales and Catering Coordinator
Weber's Restaurant & Boutique Hotel
12.2016 - 04.2018
- Organized corporate meetings, special events and social occasions to satisfy client requirements and increase facility revenues.
- Performed service and menu upgrades and upselling activities to meet predetermined revenue objectives.
- Exceeded both quarterly and annual sales goals.
- Collaborated with clients to confirm event details such as setup logistics, decorations and food and beverage selections to fulfill client requests.
- Entered and maintained departmental records in company database.
- Managed agendas and calendars, boosting productivity and improving organizational initiatives.
Front Desk
Weber's Restaurant & Boutique Hotel
08.2016 - 12.2016
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Maintained transaction security by verifying payment cards against identification.
- Used quick response and dynamic service skills to build relationships with patrons, improving customer retention rate.
- Confirmed relevant guest information and payment methods to prevent fraud.
- Promoted local entertainment and sporting events and offered details to assist patrons.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Used internal software to process reservations, check-ins and check-outs.
- Collected room deposits, fees and payments.
Data Entry Clerk
Michigan Seamless Tube LLC
05.2015 - 11.2015
- Scanned documents and saved in database to keep records of essential organizational information.
- Entered numerical data into databases with speed and accuracy using 10-key pad.
- Verified accuracy of data before transcribing.
- Managed documents by organizing forms, making photocopies, filing records, preparing correspondence and creating reports.
Front Desk Receptionist
Caretel Inns Of Brighton
05.2014 - 05.2015
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Responded swiftly to room requests and other inquiries made via establishment website, email or phone.
- Used internal software to process reservations, check-ins and check-outs.
Education
No Degree - Political Science
University of Detroit Mercy
High School Diploma -
Howell High School
Howell, MISkills
- Contract development
- Sales processes
- Safety and compliance
- Telephone etiquette
- Interpersonal communications
- Office administration
- Time management
Accomplishments
- Awarded “Employee of the Month” in 2017 at Weber's.
- Dual trained in Sales as well as Catering.
- Became a union steward at Michigan Seamless Tube.
Software
Microsoft Word
Timeline
HVAC Dispatcher
Town Center Inc
10.2021 - Current
Delivery Driver
Hungry Howies
07.2020 - 07.2021
Machine Operator
Michigan Seamless Tube And Pipe
07.2018 - 04.2020
Sales and Catering Coordinator
Weber's Restaurant & Boutique Hotel
12.2016 - 04.2018
Front Desk
Weber's Restaurant & Boutique Hotel
08.2016 - 12.2016
Data Entry Clerk
Michigan Seamless Tube LLC
05.2015 - 11.2015
Front Desk Receptionist
Caretel Inns Of Brighton
05.2014 - 05.2015
High School Diploma -
Howell High School
No Degree - Political Science
University of Detroit Mercy
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