Lauren Binkley
Trussville,AL
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
11
11
years of professional experience
Work History
Service Manager
Thompson Tractor
12.2020 - 02.2024
- Resolved customer complaints in professional and timely manner.
- Met with customers to discuss service needs and offer available solutions.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Hired, trained and supervised team of service staff members to meet business goals.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
- Enhanced team morale through regular recognition of exceptional performance and organizing team-building events.
- Assisted in organizing and overseeing assignments to drive operational excellence.
Dispatcher
Thompson Tractor
08.2017 - 11.2020
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Maintained professional relationship with shippers, receivers and drivers to increase trust, reliability and rapport.
- Maintained accurate records of all dispatched calls, improving data tracking for future analysis.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
- Trained new dispatchers on company protocols, contributing to a well-prepared team of professionals.
- Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
- Planned, organized, and managed work of subordinate staff to accomplish consistent work within organizational standards.
Member Service Representative
APCO Employees Credit Union
08.2013 - 07.2017
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Maintained high-quality service by adhering to company policies and standards in all member interactions.
- Contributed to branch sales goals by effectively cross-selling credit union products and services.
- Processed account transactions accurately, ensuring proper documentation and timely processing.
- Built rapport with members by engaging in genuine conversations and demonstrating a commitment to their financial wellbeing.
- Promoted a positive work environment by fostering open communication between colleagues and supervisors.
Education
Associate of Science - Health Sciences
Virginia College - Birmingham
Birmingham, AL09.2009
Skills
- Positive Attitude
- Team Leadership
- Multitasking and Organization
- Problem-Solving
- Time Management
- Employee Training and Development
- New Employee Hiring
- Staff Training and Development
- Computer Skills
Timeline
Service Manager
Thompson Tractor
12.2020 - 02.2024
Dispatcher
Thompson Tractor
08.2017 - 11.2020
Member Service Representative
APCO Employees Credit Union
08.2013 - 07.2017
Associate of Science - Health Sciences
Virginia College - Birmingham
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