Lauren Smith
New York,NY
Overview
12
12
years of professional experience
Work History
Customer Experience Consultant - Contract
Diageo
06.2023 - 04.2024
- Managing Customer Experience across multiple Diageo Brands ensuring customer satisfaction
- Managed high volumes of Direct-to-Consumer orders as well as Trade and Retails orders, while consistently meeting deadlines and maintaining accuracy throughout the process.
- Collaborated with cross-functional Brand, Operations and E-Commerce teams to identify and address key areas of improvement in the customer journey
- Reduced response times to customer inquiries by designing and implementing effective workflows within the CRM system.
- Developed and executed data-driven initiatives for continuous improvement in customer experience metrics.
- Enhanced website functionality by conducting thorough testing and identifying errors.
Senior CX Associate/ Tech QA/ Community
Billie, Inc.
09.2019 - 01.2023
- Managed, troubleshooted,and resolved escalated customer inquiries via text, email and voicemail while emphasizing customer happiness resulting in a 91% customer satisfaction rating a 24-hour SLA.
- Partnered with the Product/Engineering team maintaining and validating site test cases to identify and document site discrepancies and site defects to ensure site product features are fully functional.
- Collaborated with CX Leadership to provide team member training on improved processes including tech feedback loops on site bugs/errors and assisted with creation and maintenance of quality training and retention strategies.
- Collaborated cross-functionally with Social, Marketing, and Data teams to strategize retention solutions and increase brand loyalty which led to a 73% increase in sales and overall customer satisfaction rating of 91%.
Customer Support Analyst
Milk Bar
08.2018 - 09.2019
- Acted as the voice of Milk Bar helping customers and clients resolve inquiries through helpful and kind interactions via text, email and voicemail.
- Maintained customer satisfaction score of 95% with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Worked with POS system to place orders, process credit card payments, manage order invoices and handle complimentary items.
Customer Service Representative/Personal Banker
Wells Fargo
09.2012 - 08.2016
- Assisted customers with setting up or closing accounts, completing loan applications, wire transfers, processed and approved large cash deposits of 10k and higher.
- Developed customized solutions for deposit, lending and other products for small business customers while adhering to Wells Fargo Policies and Procedures.
- Worked closely with management to strategize sales techniques to increase branch production and customer service.
- Continually boosted branch production and revenue by 80% by consistently meeting all monthly and quarterly sales goals.
Education
Bachelor of Science - B.A. Marketing
Western Governors University
Salt Lake City, UT12.2024
Skills
- Zendesk
- Salesforce
- Yotpo Subscription Management
- Faire
- Shopify Plus
- Stella Connect
- Microsoft Office Suite
- Power BI
- Jira
- Data Entry
- Internal Technical Communications
- Customer Retention
Timeline
Customer Experience Consultant - Contract
Diageo
06.2023 - 04.2024
Senior CX Associate/ Tech QA/ Community
Billie, Inc.
09.2019 - 01.2023
Customer Support Analyst
Milk Bar
08.2018 - 09.2019
Customer Service Representative/Personal Banker
Wells Fargo
09.2012 - 08.2016
Bachelor of Science - B.A. Marketing
Western Governors University