Lauren Landry
Brandywine,MD
Summary
Experienced professional with a strong background in technology-related roles. Proficient in software development, system administration, and technical support. Skilled in problem-solving and optimizing performance. Capable of managing projects and collaborating effectively with teams. Committed to continuous learning and staying current with industry trends to contribute to organizational success.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Technical Support Specialist
CVS Health
06.2021 - Current
- Provided timely technical assistance and support to customers via phone, email, and chat to resolve hardware and software issues
- Diagnosed and troubleshooted technical issues related to computer systems, software, and network connectivity
- Documented customer interactions, including details of inquiries, complaints, and resolutions, in the CRM system for tracking and analysis
- Escalated complex technical issues to appropriate internal teams for resolution and followed up with customers to ensure satisfactory resolution
- Conducted remote troubleshooting sessions to assist customers with software installations, updates, and configurations
- Assisted with the development and maintenance of technical documentation, including user guides, FAQs, and troubleshooting manuals
- Collaborated with cross-functional teams, including product development and engineering, to provide feedback on product performance and identify areas for improvement
- Participated in regular training sessions to stay updated on new product features, technical processes, and troubleshooting techniques.
Flight Attendant
Southwest Airlines
01.2018 - 01.2024
- Conducted pre-flight safety checks and provide pre-flight safety briefings to passengers
- Provided excellent customer service, including responding to passenger requests, managing special requests, and resolving complaints
- Served food and beverages and manage the inventory of onboard supplies
- Monitor and maintain cabin cleanliness and ensure that emergency equipment is functional and in place
- Assist passengers with boarding and disembarking, including stowing, and retrieving luggage
- Ensure compliance with FAA regulations, company policies, and safety procedures.
Call Center Representative
Southwest Airlines
01.2016 - 01.2018
- Handled inbound and outbound calls in a high-volume call center environment to address customer inquiries, resolve issues, and provide product/service information
- Demonstrated excellent communication skills by actively listening to customers, empathizing with their concerns, and providing clear and concise responses to inquiries
- Maintained a high level of professionalism and courtesy while interacting with customers, ensuring a positive customer experience with each interaction
- Utilized CRM software to accurately document customer interactions, update customer information, and track call resolution status for follow-up purposes
- Adhered to established call scripts, procedures, and service level agreements (SLAs) to meet or exceed performance metrics, including call handling time and customer satisfaction scores
- Collaborated with cross-functional teams, including technical support, sales, and billing departments, to resolve complex customer issues and escalate unresolved issues as needed
- Provided accurate and timely resolution of customer complaints, billing inquiries, and service requests while maintaining a high degree of accuracy and attention to detail
- Participated in ongoing training sessions to stay updated on product knowledge, company policies, and call center best practices.
Manager
Jim N Nicks BBQ
01.2006 - 01.2016
- Trained service staff to enhance customer service and increase profits through suggestive selling
- Successfully planned, organized and prioritized to gain business
- Managed store operations and administration including scheduling, reports, inventory, accounting and customer service
- Exceeded restaurant sales goals
- Motivated wait staff with weekly sales incentives and rewards
- Increased customer satisfaction through targeted customer surveys, and implementing recommendations
- Restaurant consistently receives a rating of 90 or better by the state health inspector
- Recruited and hired excellent restaurant staff based on attitude and aptitude
- Worked various shifts including lunch and dinner shifts, opening and closing the restaurant
- Met weekly with all management staff to coordinate schedules, discuss operations, and set goals
- Ensured excellent patron experiences by providing superior service and quality food
- Consistently exceeded sales goals by effectively managing sections and ability to multitask.
Education
High School Diploma -
Campbell High School
Smyrna, GA05-2003
Some College (No Degree) - Information Technology
University of Maryland Global Campus
College Park, MDSkills
- Technical Support
- Customer Services
- Troubleshooting
- System Maintenance
- Project Management
- Problem Solving
- ISO Compliance
- Compliance Monitoring
- Analytical Thinking
- Multitasking
Certification
- Comptia Securtiy +
Timeline
Technical Support Specialist
CVS Health
06.2021 - Current
Flight Attendant
Southwest Airlines
01.2018 - 01.2024
Call Center Representative
Southwest Airlines
01.2016 - 01.2018
Manager
Jim N Nicks BBQ
01.2006 - 01.2016
High School Diploma -
Campbell High School
Some College (No Degree) - Information Technology
University of Maryland Global Campus