Lauren Laughlin
Mead,WA
Summary
Enhance team performance and maximize customer satisfaction by strategically managing calls and implementing process improvements. Talented leader offering top-notch abilities in program management, interpersonal communication and administrative oversight. Successful at training and mentoring employees to promote culture of collaboration and continuous improvement.
Overview
11
11
years of professional experience
Work History
Customer Services Manager
Girl Scouts Of Eastern Washington & Northern Idaho
11.2016 - 01.2023
- Modified databases to meet needs and goals determined during planning process.
- Assessed business processes and identified ways to boost improvement.
- Set up and controlled user access levels across databases to protect important data.
- Resolved problems, improved operations and provided exceptional service.
- Demonstrated leadership skills in managing projects from concept to completion.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Optimized core processes to improve business performance and operational agility.
Occupancy Specialist/Front Office Coordinator
Goodale And Barbieri
05.2014 - 03.2016
- Kept properties in compliance with local, state and federal regulations.
- Completed annual rent calculations/deductions in compliance with program regulatory requirements (HUD) and Fair Housing Standards.
- Welcomed patrons and immediately offered assistance by asking open-ended questions.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Monitored office supplies by checking inventory and placing orders.
- Delivered top-notch administrative support to office staff, promoting excellence in office operations.
Guest Service Manager
Holiday Inn Express Hotel
10.2011 - 04.2014
- Established and upheld high standards, promoting great customer service and assistance to guests.
- Supervised team of 15 front desk agents and helped to resolve issues arising during shifts.
- Attended to customer needs, responding to questions, complaints and escalations.
- Maintained well-regarded concierge services to provide guests with assistance and convenient information about local attractions.
- Implemented procedures and services to improve hotel services and amenities.
- Reviewed daily bookings, preparing guest rooms prior to arrival.
- Monitored staff training, scheduling and shift changes.
- Analyzed financial performance of property and adjusted strategies or processes as needed to improve outcomes.
- Liaised between guests and hotel management, relaying information, promotions and issues.
Education
No Degree - Prenursing Studies
Spokane Community Colleges
SpokaneSkills
- Personnel Training and Development
- Exceptional Telephone Etiquette
- Salesforce Administrator and Proficiency
- Process Improvement
- Effective Workflow Management
- Customer Service
- Conflict Resolution Techniques
- Staff Management
- MS Office Expertise
- Administrative Support
Timeline
Customer Services Manager
Girl Scouts Of Eastern Washington & Northern Idaho
11.2016 - 01.2023
Occupancy Specialist/Front Office Coordinator
Goodale And Barbieri
05.2014 - 03.2016
Guest Service Manager
Holiday Inn Express Hotel
10.2011 - 04.2014
No Degree - Prenursing Studies
Spokane Community Colleges
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