Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative

Laurie Balfour

Brockton,MA

Summary

Proven leader and adept communicator, I leveraged critical thinking and computer proficiency at WareRite to enhance customer loyalty and streamline operations. Expert in relationship building, I significantly reduced discrepancies at 1666 Liquors, underscoring my ability to improve efficiency and foster positive customer experiences.

Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

Overview

12
12
years of professional experience

Work History

Customer Service Representative

WareRite
10.2024 - Current
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Input order information into system and updated customer accounts to document and track customer orders.
  • Examined orders to confirm accuracy, completeness and adherence to customer requirements.

Assistant Manager

Dunkin' Brands
06.2024 - 10.2024
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Maintained a clean, safe, and organized store environment to enhance the customer experience.
  • Developed strong working relationships with staff, fostering a positive work environment.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.

Assistant Manager

Work’N Gear
12.2021 - 11.2023
  • Oversaw store operations, including opening and closing procedures, cash management, and safety compliance.
  • Enhanced store appearance by maintaining cleanliness standards and visually appealing displays that showcased products effectively.
  • Improved customer satisfaction through proactive engagement, attentive service, and efficient problem resolution.
  • Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
  • Completed daily paperwork and computer entry of sales data as established by management.

Package Clerk

UPS
05.2018 - 12.2021
  • Managed inventory of incoming and outgoing packages, ensuring accurate tracking and documentation.
  • Adapted to quickly changing situations and new tasks.
  • Maintained cleanliness of assigned area at all times.
  • Utilized proper safety techniques when handling packages manually or with machinery.
  • Provided customer service by answering inquiries and resolving issues promptly.
  • Followed up with customers on status of pending deliveries when necessary.
  • Prepare packages for shipments to destinations ranging from local to international areas.
  • Proficient in utilizing Microsoft Office Suite, including Outlook, Excel and Word.

Assistant Manager

1666 Liquors
03.2013 - 06.2018
  • Boosted sales through the implementation of promotional events, engaging product displays, and strategic merchandise placement.
  • Managed inventory levels to ensure optimal product availability while minimizing loss due to spoilage or theft.
  • Oversaw cash handling procedures for accuracy, reducing discrepancies in daily reconciliations substantially over time.
  • Developed relationships with suppliers to negotiate favorable pricing, secure exclusive products, and maintain consistent stock levels.
  • Ensured compliance with local and state liquor regulations, resulting in a strong track record of passing inspections with no violations.
  • Enhanced customer satisfaction by providing knowledgeable product recommendations and personalized service.

Education

Certificate - Medical Administration

Lincoln Technical Institute
Brockton, MA
05.2005

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Computer proficiency
  • Scheduling
  • Prioritization
  • Relationship building

Timeline

Customer Service Representative

WareRite
10.2024 - Current

Assistant Manager

Dunkin' Brands
06.2024 - 10.2024

Assistant Manager

Work’N Gear
12.2021 - 11.2023

Package Clerk

UPS
05.2018 - 12.2021

Assistant Manager

1666 Liquors
03.2013 - 06.2018

Certificate - Medical Administration

Lincoln Technical Institute

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Laurie Balfour