Summary
Overview
Work History
Education
Skills
Timeline
Generic

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
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
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
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

Similar Profiles

CREATE PROFILE
Lauryn Moulds