Lauren Tovar
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Overview
18
18
years of professional experience
Work History
Office/Warehouse Coordinator
Valley Solvents
12.2020 - Current
- Managed storage area by organizing floor space, adhering to storage design principles and recommending improvements.
- Forecasted consumer demand to plan ordering of necessary products and resources for warehouse to meet demand.
- Ship confirming waste orders associated with roll offs, paint waste, bulk, and standard packaging returning to our facility.
- Track waste and schedule pickups and drops required to be disposed of to keep facility compliant within 10 business day period.
- Access third party vendor page for Clean Earth portal to log customers name, manifest and waste profiles for billing purposes and waste drop tracking.
- Monitoring paint waste grading reports to ensure accurate billing and invoicing.
- Monitor roll offs dropped, swapped, or idled that are carried out via third party to disposal facility sites. Ensuring accurate billing for each purchase order associated with each roll off.
- Performed data entry for new customer product or waste profiles. Including adding pricing and cost.
- Verified accuracy of shipping and receiving documents and maintained records.
- Helped keep inventory accurate by overseeing daily, weekly and monthly cycle counts.
- Performed data entry to maintain accurate records of inventory levels and shipping and receiving logs for management reports.
- Built truck loading lists for drivers and facilitated loading processes between transportation and warehouse personnel. Moving fleet of 45-48,000 LB trailers.
- Calculated and monitored inventory through Datacor ERP reorder report tracking spreadsheets.
- Trained new staff on job duties, company policies, and safety procedures for rapid onboarding.
- Monitored production levels and implemented measures to increase output.
- Ship confirming incoming/outgoing standard customer Bill of Ladings.
- Purchase order receiving. Validate accurate description, quantity and weight prior to finalizing. Ensuring accurate quantities of product are moved to correct branches.
- Complete Keep Trucking data entry for mileage and hours calculations for driver adherence.
- Process serial controlled container returns between customer and internal branch transfers ensuring all credits are returned to our customers.
- Scheduling third party carrier request for pick ups and drops.
- Ensure waste manifest documents prepared travel with DOT compliant labels for successful waste pick ups.
- Scan and upload all documents and mail to headquarters for filing.
- Coordinated receiving process and managed dock to efficiently unload trucks.
Customer Service Representative
Valley Solvents And Chemical
12.2017 - 12.2020
- Handled customer inquiries and suggestions courteously and professionally via phone, email or in person.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Updated account information to maintain customer records.
- Work directly with sales representatives and operations to fulfill customer's purchase orders.
- Process credit card and check payments. Reviewed current and past due invoices.
- Processed customer orders and inquiries via phone, email and, in-person. Communicating product availability and providing proper leads time for non-stocked products.
- Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns regarding delayed deliveries or short shipments.
- Handled customer inquiries and high volume calls to solve billing and ordering problems, independently resolving 100% of issues.
- Performed effectively in self-directed work environment.
- Selected correct products based on customer needs, product specifications provided with purchase given via email, phone or in person.
- Quoted prices, credit terms and other bid specifications.
Member Care Representative III
Nationwide Insurance
06.2016 - 06.2017
- Answering complex calls regarding insurance products
- Resolving member issues completely and efficiently within company guidelines
- Diagnosing billing/policy changes and processing necessary forms as requested
- Processing electronic payment transactions and online web support for trouble-shooting
- Promoted from Member Care Representative II to MCR III within the first three months after training
- Selected for Root Cause Problem Solving Team (peer leader focus group)
- Chosen to pilot new software prior to company wide release to ensure functionality.
Customer Service Representative
Aarons Inc
06.2008 - 06.2016
- Responsible for the daily sales output of a multi-million-dollar lease to own retailer
- Daily telephonesales
- Established business relationships with local apartment managers and business owners to createa constant stream of mutually lucrative new customers
- Cultivated an extraordinary level of customer loyalty over my 8+ years with Aarons
- Responded to customer inquiry calls, quickly asserting the customers' needs to deliver an ideal solution
- Performed over the phone trouble shooting, identified problems, gave technical advice, filled servicerequests, and followed up with scheduling
- Entered customer data, processed information into computer system, filed and maintained records
- Cash handling, balanced cash drawers, process electronic payments and verified nightly deposits
- Collected monthly payments from delinquent accounts
- Responsible for the cleanliness and merchandising of the sales floor
- Consistently one of the top commissioned sales representatives in the Southwestern division.
La Quinta Inns and Suites
01.2005 - 04.2008
- Responsible for checking in and making reservations for guest's hotel stays
- Handled payment processing and reservation questions
- Dispatched maintenance and housekeeping as needed.
Education
High school diploma - General studies
Dillard McCollum High School
2007
Skills
- Detailed Oriented
- Customer Satisfaction
- Customer and Sales Support
- Time Management
- Communication Skills
- Peer Mentor
- Problem solving
Accomplishments
- Top Sales Representative Southwest Division
- Established relationships with outside vendor disposal facilities to guarantee dedicated appointments to uphold our TCEQ/EPA deadlines.
- Achieved accurate inventory by completing daily/weekly mapping with accuracy and efficiency.
- Documented and resolved purchase order receiver changes which led to accurate handling/unloading of packages.
Timeline
Office/Warehouse Coordinator
Valley Solvents
12.2020 - Current
Customer Service Representative
Valley Solvents And Chemical
12.2017 - 12.2020
Member Care Representative III
Nationwide Insurance
06.2016 - 06.2017
Customer Service Representative
Aarons Inc
06.2008 - 06.2016
La Quinta Inns and Suites
01.2005 - 04.2008
High school diploma - General studies
Dillard McCollum High School
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