LAURYN ROWLAND
LOS ANGELES,CA
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
6
6
years of professional experience
Work History
CUSTOMER SERVICE OFFICER
WHOLE FOODS
11.2021 - Current
- Provided primary customer support to internal and external customers.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Promoted company brand and unique offerings through personalized customer service.
- Assisted call-in customers with questions and orders.
- Responded to customer requests for products, services, and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction
MANAGER
THRIFTY CLEANERS
04.2018 - 03.2021
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maintained professional, organized, and safe environment for employees and patrons.
- Developed and maintained relationships with customers and suppliers through account development.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Controlled costs to keep business operating within budget and increase profits.
- Managed and motivated employees to be productive and engaged in work.
- Improved marketing to attract new customers and promote business.
- Developed and implemented business strategies to achieve business goals and stay competitive.
- Planned and budgeted accurately to provide business with resources needed to operate smoothly.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Leveraged data and analytics to make informed decisions and drive business improvements.
Education
Bachelor of Arts - MEDIA MANAGEMENT
CALIFORNIA STATE UNIVERSIY NORTHRIDGE
NORTH RIDGE CALIFORNIA05.2006
Skills
- Account Management
- Service Recommendations
- Call Documentation
- Issue Research
- Inbound Call Management
- Customer Support
- Order Management
- Consultative Sales
- Complaint Handling
- Logistics Coordination
Timeline
CUSTOMER SERVICE OFFICER
WHOLE FOODS
11.2021 - Current
MANAGER
THRIFTY CLEANERS
04.2018 - 03.2021
Bachelor of Arts - MEDIA MANAGEMENT
CALIFORNIA STATE UNIVERSIY NORTHRIDGE