Laurie Sango
Madison,WI
Summary
As a Customer Service Agent III at Robern, I leverage my extensive experience in customer service and product support to deliver exceptional service to clients. I have a proven track record of resolving complex issues, de-escalating conflicts, and ensuring customer satisfaction. I am proficient in using CRM software to manage customer interactions and maintain accurate records. I am passionate about providing quality service and building long-term relationships with customers. I have substantial experience self managing cases and improving operational efficiency. I have been recognized for promoting team collaboration and achieving results. Most importantly: I am consistently adaptable to changing needs and skilled in conflict resolution and staff training. I strive to develop strong working relationships with teams to boost performance and meet objectives.
Overview
19
19
years of professional experience
Work History
Customer Service Agent III
Robern
11.2023 - Current
- Resolve customer inquiries efficiently, enhancing overall satisfaction and loyalty.
- Train new staff on systems and procedures, fostering a knowledgeable and capable team environment.
- Collaborate with cross-functional teams to streamline order processing and improve service delivery.
Customer Care Advocate
Sub-Zero Group, Inc.
06.2021 - 11.2023
- Resolved customer escalations through effective communication and active listening skills.
- Determined best next steps in relation to the customer and the company
- Managed account/case load of 60-150 cases at any given time
- Worked with outside service companies, sending parts as needed for service calls and passing along information from our technical team
Product Support Representative
Sub-Zero Group, Inc.
01.2021 - 06.2021
- Trained new staff on product features, troubleshooting techniques, and best practices in customer support.
- Collaborated with cross-functional teams to enhance product knowledge and improve customer service processes.
- Provided technical support for Sub-Zero products, resolving customer inquiries and issues efficiently.
Customer Service Representative
Sub-Zero Group, Inc.
01.2020 - 01.2021
- Managed complex service requests, ensuring timely and accurate responses.
- Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty.
Quality Assurance Technician
Sub-Zero Group, Inc.
01.2017 - 01.2020
- Assure product Quality and customer satisfaction
- Assist production:
- Problem solve and analyze root causes
- Sorting of defective internally manufactured parts
- Lead Quality efforts in assisting production with continuous product/process improvements and recommending changes
- Verify internally manufactured parts and assemblies conform to specifications
- Operate wide variety of metrology tools:
- Calibrate and maintain test and measurement equipment
- Operate CMM; write and edit CMM programs based on Quality and Production data needs
- Data collection and analysis
- Use KF Titrator to test refrigerant samples for moisture content
- Update various audit forms and documents
- Conduct product and process audits
- Verify purchased parts conform to specification
- Verification of ECO and TCA implementations on the production line
- Assist in determining the disposition of non-conforming product
Lead Quality Assurance Trainer
Bell Laboratories, Inc.
08.2011 - 01.2017
- Maintain and control all product specification sheets to ensure document and link integrity
- Maintain product specification filing to ensure the most recent product specifications are available for use while ensuring obsolete product specifications are filed for future reference
- Perform timely engineer change orders which includes new and obsolete parts/products and bill of material, registration, instruction and photograph revisions
- Control and revise all quality and production documents
- Correspond with multiple departments concerning product specifications, paperwork and procedure revisions on a daily basis
- Initiate on line new product testing; submit findings to supervisory, engineering and marketing personnel
- Inspect sample products for current/prospective clients requiring extensive, detailed product knowledge
- Assist with training new hires in the quality and production departments
- Work with production and supervisors to minimize scrap and maximize rework efforts while maintaining product integrity
Process Mold Technician I
Graham Packaging
02.2011 - 08.2011
- Perform machine set-ups, adjustments, minor repairs, preventative maintenance and troubleshooting
- Verify material usage per standards; maximize consumption of regrind, purge and scrap within customer specifications
Utility III
Utility III
10.2010 - 02.2011
- Start-up and adjust packaging and auxiliary equipment
- Operate and perform minor adjustments on stretch wrappers, palletizers, banders, conveyors, case erectors and balers
- Provide technical and mechanical support to PMTs
Line Coordinator
Ruud Lighting, Inc.
07.2006 - 10.2010
- Identify, inspect and package parts that have been powder-coat finished
- Remove product from Delta inventory and receive to Ruud inventory
- Cross-trained in multiple positions to maintain continuous production
Education
High School Diploma - General Studies
Washington Park H.S.
01.2004
Skills
- CRM Software
- De-escalation and conflict resolution expert
- Oral Communication
- Detail-oriented data management
- Outstanding communication skills
- Customer service expert
- Empathetic and genuine communicator
- Strong organizational skills
- Enhancing customer satisfaction
Websites
Honors-Awards
11 Employee of the month awards from Bell Labs. Multiple nominations for employee fo the year.
Person commendation from owner of Bell Labs for efforts on large scale display project
I developed intricate instructions for building and shipping large, pallet sized and 4-0sided display units. I cross trained over 3 shifts, and created and maintained tracking records.
Timeline
Customer Service Agent III
Robern
11.2023 - Current
Customer Care Advocate
Sub-Zero Group, Inc.
06.2021 - 11.2023
Product Support Representative
Sub-Zero Group, Inc.
01.2021 - 06.2021
Customer Service Representative
Sub-Zero Group, Inc.
01.2020 - 01.2021
Quality Assurance Technician
Sub-Zero Group, Inc.
01.2017 - 01.2020
Lead Quality Assurance Trainer
Bell Laboratories, Inc.
08.2011 - 01.2017
Process Mold Technician I
Graham Packaging
02.2011 - 08.2011
Utility III
Utility III
10.2010 - 02.2011
Line Coordinator
Ruud Lighting, Inc.
07.2006 - 10.2010
High School Diploma - General Studies
Washington Park H.S.