Summary
Overview
Work History
Education
Skills
Websites
References
Timeline
Generic

Lauren Stephens

Las Vegas,NV

Summary

Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

19
19
years of professional experience

Work History

Call Center Agent/Training Supervisor/Onboarding Coordinator

Fortuna Business Management Consulting
McClellan Park, CA
06.2021 - 08.2024
  • Call Center Agent skilled in virtual communications and remote work for a government program, the New York State Emergency Rental Assistance Program.
  • Learned a government system.
  • Assisted callers with completing their application, uploading required documents, and checking their application status.
  • Virtually assisted with training for a government position for the state of California, where I led and coordinated the staff who provided the training and development activities for the trainees.
  • Managed workflow and schedules.
  • Evaluate performances.
  • Provide feedback and reporting to Human Resources.
  • Monitor emails, respond, compose, and file accordingly.
  • Review and adjust the Onboarding spreadsheet.
  • Reach out to pending candidates with outstanding tasks.
  • Complete document verifications as needed.
  • Update SharePoint file.
  • Email status update.
  • Follow up with management to confirm the status of pending background checks.
  • Touch base with pending candidates during the waiting period to build rapport and provide a status of where they stand in the process.
  • Review and update onboarding documentation and materials to keep them up to date.
  • Review onboarding process to identify areas for improvement.
  • Reassess and update onboarding procedures to align with changes in company policies.

Ambassador Personal Concierge

Marriott International
Austin, TX
08.2012 - 02.2020
  • Providing and maintaining great customer service to our high-profile guests to generate revenue.
  • Book hotel and airline reservations.
  • Book group blocks and meeting space.
  • Confirm dinner, spa, tours, transportation, etc.
  • Consistently recognized by my guests.

Luxury/St. Regis/W Hotels Team Lead

Marriott International
Austin, TX
08.2011 - 08.2012
  • Assist Associates reach their potential to drive performance.
  • Build relationships with my team.
  • Monitored and scored calls to ensure we are meeting our Call Experience Framework.
  • Provided coaching to help with sales and overcoming objections, to help my team meet their metrics, and exceed their goals.
  • Create a process to limit CTAs.
  • Assist with setting up hotel presentations and team events.
  • Build relationships with Luxury & St. Regis Account Directors and our Concierge/Virtuoso agencies.
  • Consistently recognized by my team, supervisors and guests.

Luxury/St. Regis/W Hotels Reservation Sales Associate

Marriott International
Austin, TX
12.2005 - 08.2011
  • Provide great customer service and generate revenue for Luxury/St. Regis properties.
  • Provide exceptional customer service to meet and exceed our Forbes/AAA Criteria, whether by phone, email, or fax for reservations and/or special requests.
  • Worked the Concierge email box to handle special requests for Concierge/Virtuoso agencies.
  • Familiarization Trips.
  • Peer Coach for 4 ½ years.
  • Build relationships with my team, Luxury & St. Regis Account Directors and our Concierge/Virtuoso agencies.
  • Consistently recognized by my team, supervisors and guests.

General Reservations/Starwood Preferred Guest/Platinum Reservation Sales Associate

Marriott International
Austin, TX
03.2005 - 12.2005
  • Provide great customer service, help with reservations and assist with membership account.
  • Assist our guests, including customers, hotels, and Travel Agents, while reserving various properties.
  • Provide assistance with SPG account maintenance.
  • Help navigate our SPG website.
  • Assist our elite SPG members with concierge service, such as dinner, spa, tours, theatre tickets, etc.

Education

High School Diploma -

Eldorado High School
Las Vegas, NV
01-2003

Skills

  • Call Center Operations
  • Appointment Setting
  • Quality assurance optimization
  • System Documentation
  • Customer communications
  • Training and mentoring
  • Interpersonal Skills
  • Performance monitoring
  • Quality Control
  • Data Entry
  • Data Gathering
  • Resolving issues
  • Training experience
  • Documentation And Reporting
  • [Product or Service] expertise
  • Issue Resolution
  • Team Development
  • Account updating
  • Problem-solving skills
  • Call handling
  • Gathering information
  • Call control skills
  • Professional phone voice
  • Answering questions
  • Quality Assurance
  • Proficiency in [Type] software
  • Account Maintenance

References

References available upon request.

Timeline

Call Center Agent/Training Supervisor/Onboarding Coordinator

Fortuna Business Management Consulting
06.2021 - 08.2024

Ambassador Personal Concierge

Marriott International
08.2012 - 02.2020

Luxury/St. Regis/W Hotels Team Lead

Marriott International
08.2011 - 08.2012

Luxury/St. Regis/W Hotels Reservation Sales Associate

Marriott International
12.2005 - 08.2011

General Reservations/Starwood Preferred Guest/Platinum Reservation Sales Associate

Marriott International
03.2005 - 12.2005

High School Diploma -

Eldorado High School

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