Lauryn Moulds
Summary
Forward-thinking leader and problem-solver dedicated to streamlining operations to meet organizational goals and foster a positive work environment. Proactive and hardworking individual focused on continuous operational improvement. Seeking a challenging leadership role to contribute expertise in technical support and customer service management.
Overview
13
13
years of professional experience
Work History
Assistant Manager of Technical Support
Fortis
Novi, MI
01.2021 - Current
- Provided technical leadership to a team of support specialists, ensuring efficient handling of customer inquiries.
- Developed and maintained documentation for products, troubleshooting procedures, and support workflows, improving team efficiency and independence.
- Collaborated with the development team to communicate customer feedback and contribute to product improvement.
- Monitored and analyzed support ticket data to identify trends and implement proactive solutions.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Collaborated with other teams to identify recurring issues, developing proactive solutions to minimize future occurrences.
- Maintained positive customer and partner relations by addressing problems head-on and implementing successful corrective actions.
- Developed strong working relationships with staff, fostering a positive work environment.
- Mentored team members in their professional development by offering constructive feedback for growth in their assigned roles.
- Assisted in interviewing and onboarding of new employees to maintain adequate staffing levels.
- Maintained professional demeanor by staying calm when addressing difficult situations.
- Delegated work appropriately and supervised day-to-day operations to meet performance, quality and service expectations.
Technical Support Specialist
Fortis
Novi, MI
01.2018 - 01.2021
- Received consistently positive feedback from customers by providing timely and accurate technical support for various software and hardware issues across a diverse range of systems and applications.
- Delivered exceptional customer service by translating complex technical issues into digestible language for non-technical users.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers by prioritizing efficient problem-solving skills and deep product knowledge.
- Guided customers experiencing technical difficulties through step-by-step resolutions with patience and professionalism.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Developed user-friendly guides and resources to assist customers, partners, and staff with self-resolution of common technical inquiries.
- Escalated critical issues promptly to ensure rapid response times for serious situations requiring developer attention.
- Worked closely with development teams to report bugs and suggest enhancements based on customer feedback received during support interactions.
- Demonstrated effective multitasking skills by successfully handling multiple inquiries simultaneously via calls and chats.
Customer Service Representative
Bed Bath & Beyond
Novi, MI
04.2011 - 10.2016
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Boosted sales revenue by developing a comprehensive knowledge of product offerings to provide informed recommendations based on individual customer needs.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Supported team members during peak periods by sharing workload and providing guidance when needed.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Exceeded productivity goals through consistent attention to detail and organization during busy shifts.
- Prevented loss by vigilantly monitoring potential theft or fraud situations in-store.
- Ensured compliance with company policies and procedures while processing transactions efficiently.
- Learned duties for various positions and provided backup at key times.
Education
Associate of Applied Science - Web Development
Baker College of Auburn Hills
05.2015
Associate of Applied Science - Computer Graphics Technology
Schoolcraft College
05.2013
Skills
- Staff training & development
- Task delegation & prioritization
- Analytical & critical thinking
- Customer rapport
- Change management
- Attention to detail
- Product & industry knowledge
- Emotional intelligence
- Adaptability and flexibility
- Documentation writing/Resource building
- Advanced troubleshooting
Timeline
Assistant Manager of Technical Support
Fortis
01.2021 - Current
Technical Support Specialist
Fortis
01.2018 - 01.2021
Customer Service Representative
Bed Bath & Beyond
04.2011 - 10.2016
Associate of Applied Science - Web Development
Baker College of Auburn Hills
Associate of Applied Science - Computer Graphics Technology
Schoolcraft College