Lauren Stepney
Chicago,IL
Summary
Talented leader with expertise resolving issues within set time limits to maximize customer satisfaction. Excels at building customer loyalty and generating repeat business opportunities. Proven experience implementing large-scale customer service processes and managing support teams that span multiple locations.
Overview
11
11
years of professional experience
1
1
Certificate
Work History
Financial Services Team Lead- Operations Associate
Chicago Post Office ECU
CHICAGO, IL
10.2019 - Current
- Established deep relationships with customers by guiding them throughout their onboarding, understanding their needs, and engaging them with our products and services.
- Coordinated implementation of software projects, ensuring successful completion within established timelines.
- Developed customer success strategies to increase user engagement and retention rates.
Client Service Representative
Planites Credit Union
Chicago, IL
10.2017 - 10.2019
- Advised customers on various banking products and services such as loans, investments, and credit cards.
- Achieved or exceeded personal sales goals on consistent basis.
- Developed and maintained positive relationships with clients through regular communication.
Customer Service Manager
Walmart
Chicago, IL
10.2012 - 10.2017
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes as necessary.
- Supervised and trained customer service staff to ensure excellent customer service delivery.
Education
Bachelor of Science - Business Administration And Management
Robert Morris University - Illinois
Chicago, IL05.2025
High School Diploma -
Simeon Career Academy
Chicago, IL06.2012
Skills
- Customer Account Management
- Business Development
- Project Management
- Relationship Building
- Software Implementation
- Compliance, banking laws and regulations
- Operations Management
- Marketing
Certification
- Certified Credit Union Financial Counselor (CCUFC)- Credit Union National Association| Issued August 2020 |
- Certified ScrumMaster® (CSM®)- Scrum Alliance | Issued Dec 2022-Expires Dec 2024 | Credential ID. 1709823
- Notary Public- Signing Agent | State of Illinois | Issued Nov 2021 – Expires Nov 2025 | Commission No. 942969 |
- Zendesk Customer Service Professional Certificate | Zendesk | Issued Oct 2023 |
Timeline
Financial Services Team Lead- Operations Associate
Chicago Post Office ECU
10.2019 - Current
Client Service Representative
Planites Credit Union
10.2017 - 10.2019
Customer Service Manager
Walmart
10.2012 - 10.2017
Bachelor of Science - Business Administration And Management
Robert Morris University - Illinois
High School Diploma -
Simeon Career Academy
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