Laverne Butler
Houston,TX
Summary
Experienced operations, customer service, and team management professional with over 20 years of leadership experience across call center operations, food service, healthcare support, facility services, and property management. Proven track record in team supervision, budgeting, staffing, customer satisfaction, training, and operational efficiency.
Travel professional skilled in itinerary planning and customer service, ready to contribute to dynamic team. Known for effective communication and ability to adapt to changing client needs, ensuring smooth travel arrangements. Valued for collaborative efforts and solutions-oriented approach in high-pressure environments.
Overview
31
31
years of professional experience
1
1
Certification
Work History
Travel Agent Assistant Remote
Grand Circle Travel
Boston, MA
07.2022 - Current
- Coordinated travel itineraries, ensuring seamless bookings and customer satisfaction.
- Researched travel destinations, providing clients with tailored recommendations based on preferences.
- Assisted in resolving client inquiries, enhancing overall service quality and responsiveness.
- Maintained up-to-date knowledge of travel regulations and industry trends to inform client decisions.
- Streamlined booking processes, improving efficiency in handling reservations and confirmations.
- Developed training materials for new staff, fostering a knowledgeable and effective team environment.
- Led initiatives to enhance customer engagement through personalized communication strategies.
- Analyzed client feedback to identify service improvements, driving higher levels of client retention.
- Streamlined booking processes for improved efficiency and reduced wait times for clients.
- Managed client inquiries promptly and efficiently, resolving issues quickly to maintain high levels of satisfaction.
- Assisted in the coordination of group travel arrangements, ensuring a smooth experience for all participants.
- Handled complex multi-leg international bookings with precision, ensuring seamless travel experiences for clients.
- Created detailed travel itineraries, incorporating flight, accommodation, and activity options tailored to individual client needs.
- Enhanced client satisfaction by providing personalized travel itinerary recommendations based on their preferences.
- Developed strong relationships with vendors to secure competitive rates and exclusive deals for clients.
- Supported office administration tasks, such as managing incoming calls, maintaining accurate filing systems, and processing payments.
- Maintained accurate records of client transactions and correspondence within company database systems.
- Assisted in organizing promotional events and marketing initiatives to increase agency visibility and attract new clientele.
- Cultivated strong rapport with repeat clientele through consistent communication before and after travels.
- Liaised with airlines, hotels, tour operators, and transportation providers to confirm reservations and troubleshoot any issues that arose during clients'' trips.
- Assisted in the development of new marketing materials and social media campaigns to promote agency services and generate leads.
- Served as an invaluable resource by providing comprehensive destination knowledge and best practices for making informed decisions.
- Contributed to increased sales by upselling additional travel services such as insurance, excursions, or upgraded accommodations where appropriate.
- Stayed current on industry trends and destination updates to provide relevant advice to clients when planning trips.
- Delivered exceptional customer service with prompt responses to inquiries while maintaining professional demeanor throughout interactions.
- Collaborated with fellow agents to share knowledge and best practices, contributing to overall team success.
- Developed customized vacation packages by combining various elements such as flights, accommodations, car rentals, tours, activities into tailored experiences that met individual preferences.
- Arranged travel accommodations for groups, couples, executives, and special needs clients.
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
- Organized memorable and exquisite travel itineraries and vacations for high-level clients, celebrities, politicians, and business executives.
Call Center Representative Remote
Faneuil
Houston, TX
05.2020 - 02.2023
- Provide medical coding and billing services
- Deliver customer support and problem resolution
- Maintain accurate data entry and records management
- Managed high-volume inbound calls to resolve customer inquiries and issues efficiently.
- Maintained accurate records of customer interactions using CRM software for data integrity.
- Trained new representatives on call handling procedures and best practices for customer service.
- Demonstrated ability to adapt communication style to meet diverse customer needs effectively.
- Collaborated with team members to streamline workflows and improve overall call response times.
- Implemented feedback from quality assurance reviews to enhance service delivery standards.
- Mentored junior staff, promoting a culture of continuous improvement within the team.
- Analyzed call trends to identify areas for process enhancement and operational efficiency initiatives.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
- Collaborated with team members to share best practices and improve overall team performance in meeting targets.
- Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
- Met customer call guidelines for service levels, handle time and productivity.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained up-to-date knowledge of product and service changes.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Promptly responded to inquiries and requests from prospective customers.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Responded proactively and positively to rapid change.
General Manager
Frenchy's
Houston, TX
03.2018 - 01.2023
- Managed $2.5M annual sales volume
- Reduced labor costs by 2% through strategic scheduling
- Reduced food costs by 3.2% through waste reduction
- Improved guest satisfaction scores by 25%
- Managed vendor relationships, inventory, and purchasing
- Developed company-wide training programs
- Named Manager of the Year multiple times
- Led operational efficiency initiatives, streamlining workflows and improving team collaboration.
- Developed strategic marketing plans, enhancing brand visibility and customer engagement.
- Oversaw financial management practices, ensuring budget adherence and cost control measures.
- Mentored and trained management staff, fostering leadership development across departments.
- Analyzed market trends to identify growth opportunities, driving new business strategies.
- Established performance metrics to monitor team effectiveness and improve overall productivity.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Developed and implemented strategies to increase sales and profitability.
- Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Implemented effective cost-saving measures to reduce overhead expenses without compromising quality or service.
- Implemented sustainability initiative, reducing energy consumption and waste, and promoting eco-friendly practices.
- Accelerated digital transformation by overseeing adoption of cloud-based solutions, improving data accessibility and security.
Supervisor
Flagship Facility Services, Inc.
Houston, TX
11.2018 - 08.2022
- Managed maintenance operations and daily schedules
- Oversaw team budgets and staffing
- Assisted with hiring and training 20+ employees
- Supervised daily operations to ensure adherence to quality standards and client requirements.
- Trained and mentored team members on effective call handling techniques and customer service best practices.
- Implemented process improvements that enhanced operational efficiency and reduced call handling time.
- Analyzed performance metrics to identify trends, drive accountability, and improve team outcomes.
- Developed training materials focused on product knowledge and effective communication strategies for staff development.
- Coordinated schedule adjustments to optimize workforce productivity during peak call volumes.
- Collaborated with management to strategize solutions for complex customer inquiries, elevating service quality standards.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Implemented safety protocols to minimize workplace accidents and maintain compliance with industry standards.
- Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
- Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
- Identified operational inefficiencies and implemented corrective measures to increase effectiveness.
- Managed diverse team, promoting inclusive work environment that leveraged individual strengths.
- Negotiated with vendors to secure cost-effective contracts, resulting in significant budget savings.
- Boosted team morale and performance, organizing regular training sessions and motivational meetings.
- Reduced conflict incidents significantly, fostering cohesive team environment through effective conflict resolution strategies.
- Pioneered adoption of new technologies that streamlined tasks and enhanced productivity across team.
- Led successful project completions under tight deadlines, coordinating effectively across multiple teams.
- Fostered culture of continuous improvement, encouraging team to suggest and implement process enhancements.
- Maintained high safety standards to ensure secure workplace for all employees and visitors.
- Improved customer satisfaction with prompt and courteous resolution of inquiries and complaints.
Supervisory Special Agent Remote
Advanced Call Center Technologies, LLC
St. Louis, MO
05.2016 - 07.2022
- Supervised customer service operations
- Managed service team performance and workflow
- Ensured service quality and compliance standards
- Led initiatives to enhance employee engagement, resulting in improved morale and retention rates.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
- Conducted thorough employee evaluations to identify areas for growth and development, leading to more skilled workforce.
- Optimized scheduling to ensure full coverage during peak hours without overstaffing, balancing customer service with cost efficiency.
- Increased customer retention rates by implementing customer feedback into actionable improvements.
- Enhanced team productivity by streamlining workflow processes and implementing efficient scheduling systems.
- Facilitated seamless communication between departments, ensuring that all teams were aligned with company goals.
- Implemented rewards and recognition program that significantly increased employee engagement and satisfaction.
- Streamlined inventory management processes, leading to more organized and efficient stock handling system.
- Implemented cost-saving measures, significantly reducing operational expenses.
- Enhanced operational workflow, identifying and eliminating bottlenecks in daily procedures.
- Developed comprehensive training program for new hires, significantly reducing learning curve and integrating them into team quickly.
- Achieved significant improvements in operational efficiency, introducing and enforcing quality control measures.
- 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.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Defined clear targets and objectives and communicated to other team members.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Supervised daily operations to ensure adherence to quality standards and client requirements.
- Trained and mentored team members on effective call handling techniques and customer service best practices.
- Implemented process improvements that enhanced operational efficiency and reduced call handling time.
Dietary Aide Supervisor
Spring Branch Transitional Care Center
Houston, TX
09.2010 - 06.2019
- Supervised 25+ dietary staff members
- Managed employee schedules and kitchen operations
- Oversaw tray line and food service coordination
- Supervised dietary staff to ensure compliance with health and safety regulations.
- Coordinated meal preparation and service for residents, enhancing satisfaction and nutritional quality.
- Trained new team members on food handling procedures and dietary guidelines.
- Developed menus in collaboration with nutritionists to meet individual dietary needs.
- Implemented quality control measures to maintain high standards of food safety and hygiene.
- Monitored inventory levels, streamlining supply ordering processes for efficiency.
- Led team meetings to address challenges and improve operational workflows within the kitchen.
- Evaluated resident feedback to adapt meal offerings, promoting better dining experiences.
- Evaluated staff performance regularly, providing constructive feedback for continuous improvement.
- Collaborated with healthcare professionals to design therapeutic menus for patients with specific diet restrictions.
- Managed daily food production schedules, ensuring timely service and minimized waste.
- Mentored and trained new dietary aides, ensuring proper adherence to safety protocols and nutritional guidelines.
- Contributed to cost-saving measures by monitoring food supplies purchases and vendor negotiations.
- Conducted regular in-service training sessions for staff development, ensuring the highest level of expertise in dietary care provision.
- Maintained accurate documentation of food intake records, enabling close monitoring of each patient''s nutritional progress.
- Achieved high levels of cleanliness by implementing sanitation procedures in accordance with health department regulations.
- Prioritized safety by conducting regular audits of kitchen equipment maintenance requirements and reporting issues for timely resolution.
- Promoted an inclusive environment within the dietary team through cultural sensitivity training initiatives.
- Participated in interdisciplinary team meetings, providing valuable input on patient care plans from a nutrition perspective.
- Boosted team morale through effective communication, fostering a positive work environment.
- Promoted patient well-being by staying current on industry best practices in nutrition management and dietary trends.
- Enhanced patient satisfaction by developing and implementing dietary plans catered to individual needs and preferences.
- Coordinated special events catering, showcasing the culinary team''s skills and creativity to enhance facility reputation.
- Implemented efficient processes during meal services that reduced wait times while maintaining quality standards.
- Developed educational materials to increase staff awareness about allergens, specific diets, and overall nutritional concepts.
Call Center Agent / Dispatcher Remote
Frenchy's
Houston, TX
09.2011 - 03.2017
- Managed inbound/outbound customer calls
- Assisted customers with services and location selection
- Maintained customer records and paperwork
- Resolved customer inquiries efficiently, ensuring high satisfaction levels.
- Managed high call volumes while maintaining quality service standards.
- Documented customer interactions accurately in CRM systems for future reference.
- Collaborated with team members to enhance communication and operational processes.
- Trained new staff on call handling procedures and system usage effectively.
- Implemented feedback from customers to improve service delivery consistently.
- Analyzed call metrics to identify trends and recommend process improvements.
- Led initiatives to streamline workflows, reducing average resolution time significantly.
- Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
- Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.
- Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
- Boosted client retention rates by providing exceptional customer service and building rapport with callers.
- Exceeded daily call center metrics, consistently maintaining a high level of productivity and customer satisfaction.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Collaborated with team members to share best practices, resulting in improved overall department performance.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Maintained accurate records of customer interactions, documenting details for future reference and quality assurance purposes.
- Balanced competing priorities under pressure without compromising the quality of service provided.
- Offered technical assistance for customers experiencing difficulties with online processes or software applications related to company products or services.
- Developed expert knowledge of company products and services to provide accurate information to customers.
- Provided support for escalated calls, acting as a liaison between the customer and upper management when necessary.
- Adapted communication style to meet diverse customer needs, creating positive experiences for all callers.
- Reduced average handle time with thorough product knowledge and quick problem-solving capabilities.
- Addressed customer account discrepancies and concerns.
- Resolved customer issues promptly, ensuring satisfaction and loyalty.
- Delivered prompt service to prioritize customer needs.
Assistant General Manager
Whataburger
Richmond, TX
03.2006 - 06.2011
- Managed $4M annual sales volume
- Reduced turnover by improving staff training
- Oversaw vendor and supplier relationships
- Managed inventory, purchasing, and operations
Assistant Manager
Popeyes Restaurants
Houston, TX
01.2001 - 10.2006
- Supervised staff and daily restaurant operations
- Maintained customer service standards
- Supported hiring and employee development
Leasing Agent / Assistant Manager
The Gables Apartments
Houston, TX
01.1995 - 11.2000
- Managed leasing operations
- Supervised make-ready teams
- Oversaw 15+ employees
Education
High School Diploma -
Wheatley High School
Houston, TX05-1992
Skills
- Team Leadership & Staff Development
- Customer Service & Call Center Operations
- Medical Coding & Billing
- Scheduling & Payroll
- Food Safety & Sanitation
- Inventory & Purchasing
- Budget Management
- Recruiting & Training
- Property Management
- Microsoft Word & Data Entry
- Profit & Loss Management
- Operations Management
- Cultural awareness
- Airline regulations
- Customer service focus
- Strong organization
- Client relationship building
Accomplishments
- Provided clients with incentives for referring new customers, resulting in 100% increase in incremental new business
- Tapped by a local high school to offer a presentation to students on sales vocations on its annual Career Day, which was so popular that it was included every year afterwards.
- Created elaborate destination wedding travel packages to boost company sales.
Certification
- ServSafe Certification
- Houston Food Service Manager Certification
- Class C Driver’s License (Valid through 2028)
Additional Strengths
- Food Safety
- Property Leasing
- Team Building
- Human Resources
- Retail Sales
- Inventory Management
- Customer Retention
- Compliance & Safety
Languages
English
Full Professional
Timeline
Travel Agent Assistant Remote
Grand Circle Travel
07.2022 - Current
Call Center Representative Remote
Faneuil
05.2020 - 02.2023
Supervisor
Flagship Facility Services, Inc.
11.2018 - 08.2022
General Manager
Frenchy's
03.2018 - 01.2023
Supervisory Special Agent Remote
Advanced Call Center Technologies, LLC
05.2016 - 07.2022
Call Center Agent / Dispatcher Remote
Frenchy's
09.2011 - 03.2017
Dietary Aide Supervisor
Spring Branch Transitional Care Center
09.2010 - 06.2019
Assistant General Manager
Whataburger
03.2006 - 06.2011
Assistant Manager
Popeyes Restaurants
01.2001 - 10.2006
Leasing Agent / Assistant Manager
The Gables Apartments
01.1995 - 11.2000
High School Diploma -
Wheatley High School