Laurie Bryan
Tenneco Automotive - Walker 402-643-4511
David City,Nebraska
23
years of professional experience
Dynamic professional with extensive experience in training and mentoring teams. Known for strong communication skills and problem-solving abilities, consistently improving customer satisfaction and operational efficiency in diverse environments.
Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.
Work History
Setup Operator
8 Years- Set up equipment according to specifications for efficient production runs.
- Operated and maintained production machinery to ensure optimal performance.
- Collaborated with team members to troubleshoot operational issues promptly.
- Documented production data accurately for reporting and compliance purposes.
- Trained new operators on safety protocols and operational procedures effectively.
Daycare Owner/Operator
11 Years 1 Month- Developed and implemented age-appropriate educational programs to enhance child development and engagement.
- Managed daily operations, ensuring compliance with health regulations and safety standards for children.
- Trained and supervised staff, fostering a collaborative environment that promotes best practices in childcare.
- Cultivated strong relationships with parents, addressing concerns and providing updates on children's progress.
- Established partnerships with local organizations to enhance resources available for families and children.
- Conducted regular assessments of children's progress, adapting curriculum to meet individual needs effectively.
- Streamlined administrative processes, improving enrollment procedures and record-keeping efficiency.
- Organized fun-filled events and activities for children that promoted learning in an engaging manner.
- Led strategic planning initiatives to expand services and improve overall operational effectiveness of daycare center.
- Enhanced parent satisfaction by maintaining open communication channels and addressing concerns promptly.
- Managed financial aspects of the daycare business, including budgeting, expense tracking, and revenue generation.
- Ensured a safe and nurturing environment for children through regular maintenance, staff training, and adherence to safety protocols.
- Optimized facility space usage by designing creative layouts that maximized play areas while ensuring safety standards were met or exceeded.
- Promoted healthy eating habits among students by overseeing menu planning and meal preparation according to nutritional guidelines set forth by experts in the field of early childhood nutrition.
- Maintained compliance with state licensing requirements through regular inspections, documentation updates, and policy reviews.
- Increased positive feedback from parents through timely progress reports that detailed each child''s developmental milestones achieved at the center.
- Developed age-appropriate curriculum plans focused on cognitive, social, emotional, and physical development.
- Improved customer retention rates by providing exceptional care services tailored to individual child needs.
- Maintained accurate accounting of tuition and operating reports.
- Continuously sought ways to improve the daycare center''s services and offerings by staying current with industry trends, attending conferences and workshops, and networking with fellow childcare professionals.
Customer Service Manager
2 Years 5 Months- Led customer service team to enhance service delivery and improve customer satisfaction ratings.
- Developed training programs to elevate staff performance and ensure adherence to company policies.
- Implemented process improvements that streamlined operations and reduced response times for customer inquiries.
- Analyzed customer feedback data to identify trends and inform strategic decision-making for service enhancement.
- Collaborated with cross-functional teams to address customer issues, ensuring effective resolution and improved communication channels.
- Oversaw scheduling and workflow management, optimizing resources to meet fluctuating store demands efficiently.
- Mentored new employees, fostering a culture of excellence and accountability in customer interactions.
- Executed quality assurance initiatives, maintaining high standards in service delivery across the department.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Researched and corrected customer concerns to promote company loyalty.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
- Kept accurate records to document customer service actions and discussions.
- Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
- Optimized workflow processes to maximize efficiency while maintaining an unwavering commitment to client satisfaction.
- Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided.
- Implemented quality control measures to maintain high standards of service across all touchpoints within the organization.
- Created and reviewed invoices to confirm accuracy.
- Developed new scripts and guidelines for team members, resulting in more consistent messaging and better overall communication with customers.
- Improved response times for customer inquiries with efficient ticketing system management and prioritization techniques.
- Collaborated with sales teams to develop tailored solutions for prospective clients, resulting in increased revenue generation opportunities.
- Elevated customer satisfaction with detailed training programs for support staff.
- Improved team morale by establishing recognition program for exceptional customer service.
- Conducted quarterly customer satisfaction surveys to identify areas for improvement.
- Boosted customer retention rates through personalized follow-up strategies.
- Pioneered mentorship program to expedite onboarding process for new hires.
- Enhanced team productivity with introduction of flexible working arrangements.
- Enhanced communication skills of team members with targeted workshops.
- Oversaw creation of knowledge base to assist customers with self-service options.
- Designed incentive programs to motivate staff and improve service levels.
- Implemented comprehensive feedback system to enhance service quality.
- Streamlined support ticket system, reducing response times significantly.
- Reduced customer complaints by proactively identifying and addressing common issues.
- Developed customer service manual to standardize procedures across all departments.
- Improved service delivery consistency by monitoring and adjusting workflows.
- Collaborated with IT department to streamline customer data management.
- Facilitated cross-departmental meetings to ensure cohesive customer service strategies.
- Coordinated with product development team to address frequent customer issues.
- Tailored training content to meet specific needs of customer service representatives.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Established team priorities, maintained schedules and monitored performance.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Defined clear targets and objectives and communicated to other team members.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Developed detailed plans based on broad guidance and direction.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
Education
High School Diploma
Skills
Strong communication skills
Quality control inspection
Stress tolerance
Safety protocols adherence
Computer numerical control experience
Continuous improvement mindset
Microsoft outlook
word
and Excel
Problem-solving
Customer service
Customer focused
Customer relations
Time management
Training and mentoring
Decision-making
Excellent time management skills
Cash handling
Adherence to high customer service standards
Conflict resolution techniques
Exceptional telephone etiquette
Call center management
Deadline oriented
Product knowledge
Training and coaching
Work prioritization
Skilled trainer
Call center operations
Employee scheduling
New hire training
Continuous improvement
Personnel training and development
Call monitoring
Loss prevention
Training programs
Complaint resolution
Team building and leadership
Customer relationship management (CRM)
Relationship building
Quality assurance
Handling escalations
Issue resolution
Languages
English
Full Professional
Timeline
Setup Operator
Tenneco Automotive - Walker 402-643-4511
03.2017 - 03.2025Read More
Daycare Owner/Operator
Valish DayCare
01.2005 - 02.2016Read More
Customer Service Manager
Walmart
08.2002 - 01.2005Read More
Mead High School
High School Diploma
Read More