Lauren Mullett
Summary
Dedicated professional pursuing a transition to become an educator with a strong desire to make a meaningful difference in students' lives. Experienced in training employees, creating educational materials, and supporting children and families. Committed to fostering an engaging, supportive, and inclusive learning environment where all can succeed.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Resco Defense
11.2021 - Current
- Train new customer service team members on ERP processes, order management procedures, vendor communication workflows, and internal escalation protocols
- Developed and maintained training materials, job aids, and instructional documents to support employee learning and performance
- Simplified complex information into clear easy-to-understand training materials
- Provided on-going coaching and support to team members
- Manage and monitor full order lifecycle within ERP system, ensuring accuracy, timely updates, and on-time delivery performance
- Serve as primary onboarding resource for new hires, ensuring understanding of system navigation and operational standards
- Contributed to management of an open order report of 1,500+ line items, proactively tracking assigned orders and coordinating with team members to expedite high-priority shipments
- Coordinate daily with vendors to obtain status updates, resolve delays, and maintain accurate delivery timelines
- Proactively expedite critical and high-priority orders based on customer need dates and contractual requirements
- Identify and resolve pricing discrepancies in collaboration with vendors and internal teams
- Maintain and update customer portals with real-time order status and documentation
- Provide direct customer support via email and phone, serving as point of contact for order status, issue resolution, and delivery coordination
- Act as a key liaison between warehouse, vendors, and customers to resolve shipping and fulfillment challenges
- Prepare and provide packing slips and shipping documentation, ensuring accuracy and compliance with order requirements
- Cross-trained in purchasing functions, including purchase order placement and vendor payment coordination
- Participate in Material Review Board (MRB) meetings, contributing to quality issue resolution and process improvements
- Work cross-functionally with accounting, purchasing, and quality teams to improve operational efficiency
- Processed customer change orders, ensuring accurate updates to pricing, delivery requirements, and order details within ERP system while maintaining alignment with contractual obligations
Front Desk Receptionist
Kids First Swim Schools
05.2021 - 11.2021
- Managed front desk operations, ensuring seamless check-in and check-out processes for families in a child-centered environment
- Built positive relationships with parents, students, and instructors
- Assist instructors in documenting student progress and preparing student report cards
- Communicated program information and addressed parent questions and concerns
- Provided exceptional customer service, addressing inquiries and resolving issues promptly
- Coordinated scheduling for swim lessons, optimizing instructor availability and family needs
- Maintained accurate records of enrollment, attendance, and billing information in the management system
- Support daily operations to help create a positive and welcoming experience for children and families
Education
Bachelor of Science - Homeland Security Management
University of Maryland Global Campus
Hyattsville, MD05-2025
Skills
- Employee Training
- Onboarding and Development
- Presentation and Development
- Instructional Material Development
- Public Speaking
- Verbal & Written Communication
- Parent Communication
- Relationship Building
- Organization and Task Management
- Learning Support
- Mentoring and Coaching
- Team Collaboration
- Conflict Resolution
Timeline
Customer Service Representative
Resco Defense
11.2021 - Current
Front Desk Receptionist
Kids First Swim Schools
05.2021 - 11.2021
Bachelor of Science - Homeland Security Management
University of Maryland Global Campus
Awards
- 2023 Fred Wunder Customer Advocate of the Year
- 2025 Charlotte Potter Commitment to Excellence Team Member of the Year