Lauren McMahon
Garland,Texas
Summary
Knowledgeable and dedicated customer service professional. 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
8
8
years of professional experience
Work History
Lead Customer Service Representative
JCK Clarke Enterprises
Remote
03.2023 - Current
- Managed a team of customer service representatives, consistently achieving performance targets and goals.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Enhanced customer satisfaction by efficiently resolving complex issues and providing timely solutions.
- Established positive relationships with clients through regular follow-ups and personalized service offerings.
- Responded to customer calls and emails to answer questions about products and services.
- Successfully managed multiple priority tasks while maintaining excellent attention to detail under tight deadlines.
- Collaborated with cross-functional teams to ensure seamless communication and coordination for customer inquiries.
- Developed and implemented training programs to improve staff knowledge and skills, leading to increased productivity.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Customer Service Representative
American Income Life Insurance Company
San Antonio, TX
03.2022 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Operations Assistant /Closing Coordinator
Guaranteed Rate Mortgage
Dallas, TX
08.2021 - 02.2023
- Solved problems timely and effectively, ensuring customer satisfaction.
- Managed day-to-day department operations with effective workflow coordination.
- Provided administrative support with accurate document preparation and data entry.
- Improved customer satisfaction by promptly resolving issues and answering inquiries via phone, email, and in-person interactions.
- Streamlined the closing process for clients by coordinating with multiple parties, including lenders, attorneys, and real estate agents.
- Collaborated with escrow officers to ensure a smooth closing process, proactively addressing potential roadblocks.
- Expedited closings by managing deadlines efficiently, prioritizing tasks according to necessity and urgency.
- Contributed to the overall success of the team by maintaining a strong sense of professionalism and commitment to high-quality work at all times.
- Confirmed applicants met lender requirements to repay loans by reviewing applications to determine eligibility.
- Interviewed loan applicants to obtain personal and financial data to assist in completing applications.
Lead Customer Service Representative
JCK Clarke Enterprises
Garland, TX
04.2016 - 08.2021
- Managed a team of customer service representatives, consistently achieving performance targets and goals.
- Enhanced customer satisfaction by efficiently resolving complex issues and providing timely solutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Engaged clients in person and over phone to answer questions and address complaints.
- Actively participated in interdepartmental projects aimed at improving overall organizational effectiveness.
- Ensured all customer complaints were addressed promptly, resulting in a significant reduction in escalations.
- Implemented new CRM software, improving response times and overall efficiency in handling customer requests.
- Responded to customer calls and emails to answer questions about products and services.
Education
High School Diploma -
Rowlett High School
Rowlett, TX03.2007
Skills
- Complaint Handling
- Team Member Training
- Work Prioritization
- Call Management
- Problem-solving skills
- Customer Support
- Call Center Customer Service
- Verbal and written communication
- Resolving issues
- Calm disposition
- Building rapport
- Payment Processing
- Technical Support
- MS Office
- CRM Navigation
- Proficient in Encompass
- Following scripts
- Customer Data Confidentiality
- Administrative and Office Support
Timeline
Lead Customer Service Representative
JCK Clarke Enterprises
03.2023 - Current
Customer Service Representative
American Income Life Insurance Company
03.2022 - Current
Operations Assistant /Closing Coordinator
Guaranteed Rate Mortgage
08.2021 - 02.2023
Lead Customer Service Representative
JCK Clarke Enterprises
04.2016 - 08.2021
High School Diploma -
Rowlett High School