LAUREN LUKER
Bountiful,Utah
Summary
Experienced Customer Service professional bringing 5 years of quality performance in related roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
5
5
years of professional experience
Work History
Customer Success Manager
Pronto
03.2022 - Current
- Created a successful onboarding strategy for all new customers and developed all related materials needed.
- Developed and implemented a customer community for all of our clients to connect and share successes.
- Created a proactive customer support strategy to increase customer retention.
- Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives.
- Hosted virtual meetings with clients ranging from formal program reviews to end-user platform training.
Sales Engineer
Sisu Real Estate Software
10.2018 - 02.2022
- Lead onboarding sessions for new customers to make sure each feels confident and excited about implementing our product
- Play an instrumental role in client satisfaction by working with operational teams for proper resolution of service issues
- Attend trade shows and seminars to promote products and learn about industry developments
- Provide technical troubleshooting and problem solving for clients with installed equipment/system issues
- Recommend changes, improvements or deletions in product according to customer feedback
Lead Orthodontic Assistant
Bailey Orthodontics
08.2017 - 10.2018
- Mentored and guided employees ensuring all were trained in product knowledge and capable of performing assigned duties
- Redesigned workflow processes for patient access and back-office
- Explained treatment choices to patients and helped determine best options
Education
Bachelor of Arts - Spanish
Utah State University
Logan, UT05.2019
Skills
- Passion for customer satisfaction
- Excellent customer relations
- Fluent in Spanish
- Training development aptitude
- Strong interpersonal skills
- Planning and Organization
- Motivated team player
- Customer Implementation
- Client Needs Assessment
- Complex Issue Resolution
- Friendly and Patient
Timeline
Customer Success Manager
Pronto
03.2022 - Current
Sales Engineer
Sisu Real Estate Software
10.2018 - 02.2022
Lead Orthodontic Assistant
Bailey Orthodontics
08.2017 - 10.2018
Bachelor of Arts - Spanish
Utah State University