Lauren Mortis
Corning,NY
Summary
Customer-oriented advisor committed to delivering optimal customer service through professionalism and product knowledge. Flexible and perceptive individual with over ten years of experience providing ongoing technical advice and support while driving sales. Expertise in Apple product troubleshooting and integrating multiple Apple devices.
Overview
12
12
years of professional experience
Work History
Mac+ AppleCare Advisor
Apple
06.2015 - Current
- Offered excellent customer service by actively listening to customers' needs and empathically discussing solutions.
- Managed call flow to respond to technical support needs of customers.
- Resolved service and technical problems for customers by asking clear and specific questions.
- Used internal ticketing systems to manage, track and process actions taken on customer accounts, passwords and product support resolutions.
- Multi-tasked between systems while providing service and resolving customer issues, questions, comments or concerns.
- Handled up to three chats at once.
AT&T Sales Chat Representative
Talk2Rep
11.2014 - 04.2015
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Managed time efficiently in order to complete all tasks within deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Excellent communication skills, both verbal and written.
- Proven ability to learn quickly and adapt to new situations.
Customer Service Representative
Samsung
03.2012 - 07.2012
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs
Verizon Sales Chat Representative
Sitel
08.2011 - 02.2012
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Promoted high level of customer satisfaction using strong relationship-building skills, consistent follow-up and prompt issue resolution.
- Helped customers navigate choices between services with support for questions such as terms, pricing, and availability.
- Assisted clients throughout sales process and provided after-sales support to assess satisfaction and resolve problems.
- Connected customers with services based on individual needs and vendor capabilities.
Education
Corning Community College
Corning, NY05.2011
High School Diploma -
Haverling Senior High School
Bath, NY06.2010
Skills
- Creative Issue Resolution
- Resolve Technical Problems
- Diagnostic Tools
- Issue and Resolution Tracking
- Hardware and Software Repair
- Case Support
- Customer Inquiries
- Troubleshooting Network Issues
- Customer Communication and Empathy
- Warranty Requirements
- Customer Accounts Management
- Analytical and Methodical
Timeline
Mac+ AppleCare Advisor
Apple
06.2015 - Current
AT&T Sales Chat Representative
Talk2Rep
11.2014 - 04.2015
Customer Service Representative
Samsung
03.2012 - 07.2012
Verizon Sales Chat Representative
Sitel
08.2011 - 02.2012
Corning Community College
High School Diploma -
Haverling Senior High School
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