Summary
Overview
Work History
Education
Skills
Timeline
Generic

Laurie Bailey

Reeds,MO

Summary

Strategic-thinking individual with expertise in improving customer relationships and offering an engaging and pleasant personality. Customer Service Leader excelling in relationship building, customer service, and facility oversight. Skilled in team leadership, strategic planning, and operational management with a track record of fostering productive work environments and achieving set goals. Effective communicator comfortable working with people at all organizational levels utilizing excellent time management and problem-solving skills to drive project success.

Overview

33
33
years of professional experience

Work History

Head of Client Services/Brand Support & Marketing

Simple Global
01.2024 - Current
  • Serve as the senior point of contact for clients, ensuring strong, long-term relationships. Developed and implemented strategies to improve client satisfaction, retention, and engagement. Resolve escalated client issues promptly and effectively.
  • Lead, mentor, and manage the client services team to deliver exceptional service and performance. Recruit, train, and evaluate team members, ensuring alignment with company goals. Foster a high-performance, client-focused culture.
  • Monitor key performance indicators (KPIs) and implemented improvements as needed. Ensure consistency and quality in all client interactions and service deliverables.
  • Collaborate with senior leadership to define and execute the client service strategy in line with business objectives. Identify opportunities for account growth and cross-selling or upselling services. Contribute to organizational planning, budgeting, and forecasting.
  • Evaluate and enhance client service processes, workflows, and technologies. Drive innovation to improve client engagement and streamline operations. Lead the implementation of new systems or tools that support service excellence.
  • Prepare and deliver regular reports on client satisfaction, service performance, and team metrics. Communicate client feedback and insights to internal stakeholders for continuous improvement. Represent the client services function in cross-departmental meetings and initiatives.

Head of Customer Service

myMallBox
01.2024 - Current

Director

National Tool Warehouse
02.2021 - 01.2024
  • Customer service role with emphasis on interacting with customer to improve service levels and revenue. Started as a representative answering questions and working with customers. Advanced to a lead role managing day to day activities and people in customer service roles.

Insurance Representative

American Family Insurance - David Potter Agency
05.2003 - 02.2011
  • Provided customer service for clients by answering policy questions and helping them with whatever problem arose. Worked with clients on upgrading their policies or producing new ones if necessary. Provided customer service when necessary when coordinating with the claims department.

Insurance Producer

COUNTRY Financial
08.2001 - 12.2002
  • Provided customer service to assist clients with policy coverage questions. Worked with clients and agents to provide the best customer experience. Promoted products and services using up-selling and other sales strategies. Handled inbound sales-related calls to individuals interested in purchasing insurance coverage.

Restaurant General Manager

Dairy Queen
09.2000 - 08.2001
  • Managed day-to-day operations. Was in charge of ensuring that company standards are followed in all areas of operation. Managed product preparation, customer relations, restaurant maintenance, and inventory to ensure profitability. Ensured that each customer receives the highest quality products and services. Additional responsibilities included team management, recruiting, hiring, and retaining employees. Provided business reports when required to store owner.

Restaurant Manager

Chili's
10.1992 - 08.2000
  • Managed food preparation, ensuring compliance with health, safety, food handling, and hygiene standards. Ensured customer satisfaction with all aspects of the restaurant and dining experience. Handled customer complaints, resolving issues in a diplomatic and courteous manner. Ensured compliance with alcoholic beverage regulations. Estimated food and beverage costs. Managed inventory and purchased food and supplies. Conducted daily inspection of restaurant and equipment to ensure compliance with health, safety, food handling, and hygiene standards. Periodically evaluated restaurant equipment for repairs and maintenance; schedules for service. Prepared and submitted operations reports and other documentation requested by the general manager and area director.

Education

Bachelor of Science (B.S.) - Marketing

Illinois State University
01.1994

Skills

  • Team leadership

  • Client relationship management

  • Client relationship management

  • Experienced with MS Office applications

  • Staff development

  • Customer service excellence

  • Proficient in prioritizing tasks

  • Effective verbal communication

  • Positive attitude

  • Teamwork and collaboration

  • Attention to detail

  • Effective multitasking

Work Type

Full TimePart Time

Work Location

RemoteOn-SiteHybrid

Timeline

Head of Client Services/Brand Support & Marketing

Simple Global
01.2024 - Current

Head of Customer Service

myMallBox
01.2024 - Current

Director

National Tool Warehouse
02.2021 - 01.2024

Insurance Representative

American Family Insurance - David Potter Agency
05.2003 - 02.2011

Insurance Producer

COUNTRY Financial
08.2001 - 12.2002

Restaurant General Manager

Dairy Queen
09.2000 - 08.2001

Restaurant Manager

Chili's
10.1992 - 08.2000

Bachelor of Science (B.S.) - Marketing

Illinois State University

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