Lauren Thompson
Summary
Accommodating Customer Support Specialist with a proven track record of exceeding customer expectations. Skilled in resolving customer dissatisfaction through effective communication and win-win solutions. Currently pursuing a Bachelor of Science in Criminal Justice in Crime and Criminal Behavior degree, with a goal to become a victim advocate.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Inbound Call Center Representative
Sitel
03.2024 - Current
- Provided advice to clients regarding their options for resolving disputes or legal issues.
- Remained calm and professional in high-pressure situations, successfully defusing tense scenarios
- Answered inbound calls, chats and emails to facilitate customer service.
- Resolved product and consumer complaints utilizing strong communication skills.
- Delivered timely solutions to customer complaints by providing exceptional customer service.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Utilized strong teamwork skills to facilitate problem-solving and ensure customer satisfaction.
Substitute Teacher
Douglas County School System
Douglasville, Georgia
12.2023 - Current
- Provided instruction and guidance to students in the absence of a regular teacher.
- Implemented school policies and procedures in the classroom.
- Collaborated with other teachers to ensure student success.
- Maintained accurate records of student performance, attendance, and behavior.
- Encouraged positive behavior among students through effective communication techniques.
- Supported special needs students by providing individual instruction as needed.
- Utilized various teaching methods such as lectures, discussions, audio-visual presentations.
- Promoted a safe and secure atmosphere within the classroom setting.
- Adapted teaching methods to accommodate diverse learning styles.
- Integrated technology into lessons whenever possible.
- Served as a mentor for new substitute teachers when necessary.
Delivery Driver/Shopper
SPARK
Villa Rica, GA
02.2023 - Current
- Received daily delivery instructions and route assignments from dispatch.
- Loaded, secured, and unloaded cargo in a safe and timely manner.
- Adhered to all applicable traffic laws while driving delivery vehicle.
- Provided excellent customer service by answering inquiries about products or services being delivered.
- Responded promptly to emergency situations involving vehicles or personnel on the roadways.
- Delivered goods in a timely fashion while adhering to speed limits and other traffic regulations.
- Stayed up-to-date on changing local roads and construction areas that may affect routes.
- Drove safely in all weather conditions including rain, snow, sleet, ice.
- Handled merchandise in accordance with product handling standards.
- Navigated routes with relevant map programs and GPS systems.
- Transported and safely delivered items to prevent damage or loss.
- Handled customer service complaints with utmost professionalism and knowledgeable responses to maintain trust and company loyalty.
- Obeyed traffic laws and follow established traffic and transportation procedures.
- Utilized street maps to plan and determine most efficient routes.
- Notified customers of delays to decrease calls to support.
Substitute Teacher
Carroll County School System
Carroll County, GA
12.2022 - Current
- Assisted with classroom management issues when needed.
- Provided instruction and guidance to students in the absence of a regular teacher.
- Organized lesson plans and activities for students.
- Attended training and workshops to improve teaching skills.
- Managed high school classrooms during teacher absences.
- Participated in professional development programs related to education topics.
- Integrated technology into lessons whenever possible.
- Promoted a safe and secure atmosphere within the classroom setting.
- Ensured that each student had access to appropriate materials and resources.
Remote Customer Service Representative
Corporate Chefs Inc.
Bradford, MA
08.2018 - 12.2023
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Supported sales team members to drive growth and development.
- Mentored junior team members and managed employee relationships.
- Referred unresolved customer grievances to designated departments for further investigation.
- Updated databases with new and modified customer data.
Business Office Manager
Tint Life Window Tinting
Lithia Springs, GA
07.2018 - 04.2022
- Optimized operational workflow by overseeing inventory and payroll management
- Led website design development, enhancing digital visibility and marketing success
- Managed financials through QuickBooks and sales via Square, resulting in enhanced customer service standards.
- Managed office budget and ensured accurate financial records were kept.
- Developed and implemented procedures to ensure efficient workflow in the office.
- Trained, supervised and evaluated staff performance.
- Scheduled meetings and appointments for executive team members.
- Organized filing systems for easy retrieval of documents.
- Processed invoices, purchase orders and other related paperwork required for business operations.
- Provided customer service support to clients by responding to inquiries in a timely manner.
- Implemented policies and procedures to ensure compliance with local regulations.
- Assisted with HR activities such as recruitment, interviewing candidates and onboarding new hires.
Floating Manager/Customer Service
Cafe Services, Inc.
Manchester, New Hampshire
03.2016 - 06.2018
- Supervised diverse culinary operations while effectively collaborating with chefs to oversee multiple food service areas such as deli, salad bar, and grill.
- Managed financial responsibilities such as inventory management, daily deposits, and end-of-day paperwork to ensure accurate and timely completion.
- Managed end-to-end inventory control process, optimizing resource utilization and reducing waste
- Evaluated employee performance reviews and took corrective action when necessary.
- Collaborated with other departments to identify opportunities for improved efficiency.
- Resolved customer complaints in a timely manner while maintaining positive relationships with customers.
- Conducted safety inspections to ensure adherence to safety regulations.
Operations Manager
Famous Footwear
Methuen, MA
09.2014 - 03.2016
- Developed and implemented operational procedures to ensure quality standards are met.
- Monitored and improved efficiency of processes, team performance, and customer service.
- Directed operations staff by providing guidance, training, and support in order to meet company objectives.
- Performed cost analysis for various projects to determine budget requirements.
- Maintained accurate inventory records to track stock levels and minimize costs.
- Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
- Managed scheduling, training and inventory control.
- Addressed customer concerns with suitable solutions.
- Delivered positive customer experiences by implementing effective quality assurance practices.
Kitchen Assistant/Customer Service
Epicurean Feast
Andover, MA
02.2014 - 03.2016
- Cleaned and sanitized work surfaces, equipment, utensils, dishes, and pots.
- Prepared food items consistently following recipe cards and production and portion standards.
- Stocked supplies such as food items and utensils in serving stations, cupboards, refrigerators, and salad bars.
- Greeted customers entering the restaurant with a pleasant demeanor.
- Assisted cooks with meal preparation tasks including washing vegetables, cutting meats, weighing ingredients for recipes and portioning meals for customers.
- Maintained kitchen sanitation standards to ensure safety of staff and customers.
- Inspected equipment daily to make sure it was clean and in good working condition.
- Restocked items as needed throughout the day in order to maintain sufficient levels.
Manager
Wendy's Restaurant
Lawrence, MA
01.2011 - 09.2015
- Developed and implemented customer service standards for staff to follow.
- Trained new employees on food preparation, cash handling, and customer service techniques.
- Monitored daily operations of the restaurant, including inventory control and ordering supplies.
- Scheduled shifts for staff members based on weekly forecasts.
- Managed team of 10-15 employees in fast-paced environment.
- Resolved customer complaints in a timely manner while maintaining excellent customer relations.
- Ensured compliance with all local health regulations related to food safety.
- Analyzed sales data to identify trends and opportunities for increased profits.
Preschool Teacher
Moody School
Haverhill, MA
01.2011 - 01.2012
- Conducted classroom activities to stimulate physical, mental, and social development of preschool students.
- Organized educational materials and resources to create an engaging learning environment.
- Assisted in providing a safe and secure environment for children.
- Developed lesson plans that incorporated creative teaching techniques.
- Maintained records of attendance, grades, health concerns, and other relevant information about the children in my care.
- Established positive relationships with parents and guardians by regularly communicating student progress.
- Encouraged critical thinking skills through problem solving activities.
Cashier
Market Basket
Haverhill, MA
01.2008 - 01.2012
- Greeted customers and answered any questions they had about the store's products and services.
- Verified that customers were of legal age to purchase alcohol or tobacco products.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Counted money in cash drawer at the beginning of shift to ensure that amounts were correct and have sufficient change.
- Stocked shelves with merchandise when needed.
- Balanced daily transactions on a computerized point-of-sale system.
Teachers Assistant
NGCC
Andover, MA
01.2010 - 01.2011
- Provided comprehensive educational support, fostering a stimulating learning environment to enrich student development and growth
- Collaborated effectively with primary educators to execute lesson plans and track student progress, leveraging strong communication and interpersonal skills to enrich the overall educational experience
Cashier
LITTLE CAESARS PIZZA
Haverhill, MA
01.2010 - 01.2011
- Maintained rigorous hygiene standards in the workspace, resulting in a notable decrease in health-related incidents
- Oversaw culinary procedures, from managing ingredients to formulating menus, guaranteeing superior taste and quality, thereby increasing customer satisfaction
Education
Bachelor of Science - Criminal Justice
Strayer University
06-2025
Some College (No Degree) - Criminal Justice
Northern Essex Community College
Haverhill, MA04-2014
Psychology
Southern Maine Community College
South Portland, ME12-2012
High school diploma - Early Childhood Education
Whittier Regional Vocational Technical High School
Haverhill, MA05.2012
Skills
- Analytical Problem-Solving
- Detail-Oriented Approach
- Engaged Listening Skills
- Collaborative Teamwork
- Concise Written Messaging
- Office Administration
- Adaptability to Change
- Analytical Problem-Solving
- Legal Expertise
- Documentation And Reporting
- Human Resources Management
- Effective Leadership
- Effective Time Management
- Collaborative Teamwork
- Detail-Oriented Organization
- Strategic Decision Making
Certification
- OSHA, 01/01/10
- Early Childhood Education, Commonwealth of Massachusetts, 05/31/2012
References
References available upon request.
Timeline
Inbound Call Center Representative
Sitel
03.2024 - Current
Substitute Teacher
Douglas County School System
12.2023 - Current
Delivery Driver/Shopper
SPARK
02.2023 - Current
Substitute Teacher
Carroll County School System
12.2022 - Current
Remote Customer Service Representative
Corporate Chefs Inc.
08.2018 - 12.2023
Business Office Manager
Tint Life Window Tinting
07.2018 - 04.2022
Floating Manager/Customer Service
Cafe Services, Inc.
03.2016 - 06.2018
Operations Manager
Famous Footwear
09.2014 - 03.2016
Kitchen Assistant/Customer Service
Epicurean Feast
02.2014 - 03.2016
Manager
Wendy's Restaurant
01.2011 - 09.2015
Preschool Teacher
Moody School
01.2011 - 01.2012
Teachers Assistant
NGCC
01.2010 - 01.2011
Cashier
LITTLE CAESARS PIZZA
01.2010 - 01.2011
Cashier
Market Basket
01.2008 - 01.2012
- OSHA, 01/01/10
- Early Childhood Education, Commonwealth of Massachusetts, 05/31/2012
Bachelor of Science - Criminal Justice
Strayer University
Some College (No Degree) - Criminal Justice
Northern Essex Community College
Psychology
Southern Maine Community College
High school diploma - Early Childhood Education
Whittier Regional Vocational Technical High School
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