Lauren Schmidt
Grove City,OH
Summary
An accomplished Customer Service professional with fifteen years of experience in client relations and sales. An experienced leader with a people-first mindset and a passion for the customer experience. An analytical problem solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Effectively uses sound judgement to positively impact company success and lead by example, exceed goals, and connect with team members to advance the mission of the organization.
Overview
15
15
years of professional experience
Work History
Operations Manager
Williams-Sonoma
Grove City, OH
02.2021 - Current
- Managed the facility operations of the Columbus delivery Hub with a primary focus on the Customer Service team.
- Guided Customer Service team from poor performing to top ranked over my tenure. The team moved from the bottom 10% to the top spot nationwide.
- Worked closely with retail, third party partners, warehouse operations, and logistics staff to coordinate customer-focused solutions.
- Set, enforced, and optimized internal policies to maintain responsiveness to customer demands.
- Managed escalated customers to assist lower-level employees and maintain excellent customer service.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Developed metrics for daily management of Service Agents.
- Recruited, trained and onboarded new agents, maintaining exceptional service standards.
Wholesale Account Manager
Dyenomite Apparal
Hilliard, OH
03.2016 - 02.2021
- Managed wholesale and key account partners, representing over 50% of the company’s gross profit.
- Connected with key account contacts regularly to provide updated product information, advise on upcoming and existing trends, and aided in the generation of sales forecasts.
- Tracked sales data and worked closely with both purchasing and merchandising departments to optimize opportunities for growth.
- Managed existing orders and assisted clients in navigating any issues that arose throughout the process.
- Worked with company leaders to improve processes and established metrics to measure the effectiveness of those changes.
- Established training guide for internal processes and procedures.
Customer Relations Agent Help Specialist
BMW Group
Dublin, OH
03.2013 - 03.2016
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Managed escalations and worked with external partners to determine cost-effective solutions.
- Training Bay Coach for new team members. Provided coaching and assistance while associates completed their initial weeks of tenure.
Field Coordinator
Unum
Columbus, OH
07.2012 - 12.2012
- Assisted with day-to-day operations of the office, directly supporting the sales, client management and executive teams.
- Compiled data and documentation for sales presentations.
- Tracked and updated account information using Microsoft Office
Sales Support
2checkout
Columbus, OH
12.2011 - 07.2012
- Supplied customer support to both national and international customers using 2Checkout.com’s online payment processing system.
- Reviewed applicant's websites and generated leads for the sales team.
- Created training manual for the Customer Service team for internal processes and procedures.
Office Manager
WorldWide Marketing
Columbus, OH
05.2009 - 11.2011
- Managed client relations in Central Ohio.
- Trained, developed and mentored new and existing employees.
- Conducted daily meetings.
- Facilitated all recruiting.
- Implemented process improvement procedures, as well as created training manuals for partner offices nationwide looking to replicate the success of our office.
Education
Bachelor of Arts - Communications
Miami University
Oxford, OH05.2009
Skills
- Employee Relations and Conflict Resolution
- Client Relationship Management
- Performance Management
- Superior Time Management Skills
- Implement and Improve Processes
- Highly organized with great attention to detail
- Excellent Verbal and Written Communication
- Microsoft Office Suite with advanced Excel knowledge
Timeline
Operations Manager
Williams-Sonoma
02.2021 - Current
Wholesale Account Manager
Dyenomite Apparal
03.2016 - 02.2021
Customer Relations Agent Help Specialist
BMW Group
03.2013 - 03.2016
Field Coordinator
Unum
07.2012 - 12.2012
Sales Support
2checkout
12.2011 - 07.2012
Office Manager
WorldWide Marketing
05.2009 - 11.2011
Bachelor of Arts - Communications
Miami University