Lauren Ross
Los Angeles,CA
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
11
11
years of professional experience
Work History
Retirement Services Representative
Empower
01.2023 - Current
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Educated clients on financial topics and best practices.
- Managed time efficiently in order to complete all tasks within deadlines.
- Responded to customer requests for products, services, and company information.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Premier Service Consultant
AT&T
01.2019 - Current
- Took an average of 30 incoming calls per day to use my customer service skills to resolve billing issues and other customers' concerns
- Provided technical support for customers who experience issues with their mobile devices
- Sold multiple new lines of wireless service and opened new TV and internet accounts for new and existing customers
- Excelled in a management development program to improve leadership skills and help develop the skills of my fellow representatives
- I also took escalated calls to help solve issues that other customer service representatives were unable to resolve.
Lead Greeter
49th State Brewery
05.2018 - 09.2018
- Lead hostess and gift shop cashier for the at 49th State Brewery
- Arrived before the restaurant opened to help prepare for service
- Assigned the servers to their daily sections and determined where guest would sit
- Managed the pacing of service by determining when to put the guests on a wait to ensure that they would get the best possible service.
Visa Agent
Visa Express
08.2017 - 04.2018
- Processed applications for customers looking to apply for visas to travel to other countries
- Responsible for going to the Chinese, Brazilian, and Thailand consulates to help customers acquire travel visas
- Provided my customer service skills to the office by answering customers' questions and taking care of their complaints over the phone and in person at the office.
Senior Team Lead
San Jose State University
02.2014 - 01.2017
- Senior Team Manager in the call center at SJSU
- Managed a staff of about 20 student callers
- Developed sales skills through learning to overcome objections and securing donations over the phone
- Raised thousands of dollars over the phones for the university by calling alumni
- Helped make the weekly schedules, make calling assignments, and leading shifts
- Assisted in hiring and training new callers, as well as coaching current employees to help them improve their skills on the phones
- Created training materials, games, and exercises to help employees sharpen their skills
- Provided employees with regular performance reviews where I gave constructive criticism and useful tips to improve performance
- Arranged meetings with the leadership team to help the call center run to the best of its ability
- Improved computer skills by becoming proficient in a fundraising software that tracks trends and statistics.
Education
Bachelor's of Science in Economics -
San Jose State University
San Jose, CA12.2016
Skills
- Communication
- Customer Service
- Math
- Computer (Typing,Word, Powerpoint, Excel, Outlook, Etc)
- Fundraising
- Sales
- Problem Solving
- Technical Support
- Leadership
- Team Building
- Retirement planning
- Client Relationship Building
Timeline
Retirement Services Representative
Empower
01.2023 - Current
Premier Service Consultant
AT&T
01.2019 - Current
Lead Greeter
49th State Brewery
05.2018 - 09.2018
Visa Agent
Visa Express
08.2017 - 04.2018
Senior Team Lead
San Jose State University
02.2014 - 01.2017
Bachelor's of Science in Economics -
San Jose State University
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