Lauren Kessler
Yoe,PA
Summary
Offering strong customer service orientation and adaptability, eager to develop within dynamic service desk environment. Delivers willingness to learn and commitment to applying new skills quickly, particularly in technical troubleshooting and effective communication. Ready to use and develop interpersonal and technical skills in Customer Service role.
Overview
19
19
years of professional experience
Work History
Service Desk
Weis Markets
10.2021 - Current
- Provided personalized support to customers, tailoring solutions according to their unique needs and preferences.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Investigated customer complaints and escalated issues to address critical requests.
- Leveraged excellent listening skills to understand each customer''s unique situation, resulting in tailored recommendations that met their specific needs.
- Handled challenging situations with empathy and patience, demonstrating a commitment to customer satisfaction at all times.
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Trained new customer service agents on policies and procedures to support favorable customer experiences.
- Enhanced customer satisfaction by addressing and resolving inquiries promptly and professionally.
- Efficiently processed returns and exchanges according to company policies while ensuring continued positive rapport with customers.
- Assisted customers in navigating complex processes by breaking down information into simple steps for easy understanding.
Public Health Interviewer
InGenesis
04.2019 - 12.2020
- Maintained accurate records of interview outcomes, ensuring timely follow-up with participants.
- Increased participant engagement by conducting thorough and personable interviews.
- Submitted relevant lab reports to appropriate databases for epidemiological data tracking and study.
Customer Care Representative
Protect America
07.2017 - 09.2018
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Assisted call-in customers with questions and orders.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Collaborated with cross-functional teams to resolve complex customer issues in a timely manner.
- Identified opportunities for upselling or cross-selling products during interactions, increasing revenue generation potential.
Senior Service Advocate
Farmers Insurance
01.2016 - 01.2017
- Responded to customer requests for products, services, and company information.
- Maintained up-to-date knowledge of product and service changes.
- Identified and resolved discrepancies and errors in customer accounts.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Help Desk Level 1
NexxLinx
02.2015 - 05.2015
- Provided basic end-user troubleshooting and desktop support.
- Provided remote support to users across multiple locations, demonstrating flexibility and adaptability in problem solving.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Maintained accurate documentation of help desk tickets, ensuring proper tracking and resolution of issues.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Passionate about learning and committed to continual improvement.
- Served as a liaison between customers and tech support teams when needed.
Unemployment Compensation Intake Interviewer
Commonwealth of Pennsylvania
07.2006 - 01.2014
- Answered applicants' questions about benefits and claim procedures.
- Interpreted and explained information such as eligibility requirements, applications details, payment methods, and applicants' legal rights.
- Provided applicants with assistance in completing application forms such as those for unemployment claims or job referrals.
- Managed high call volume with tact and professionalism.
- Acted professionally and patiently when addressing negative customer feedback.
- Defused volatile situations calmly and courteously.
- Referred unresolved grievances to designated departments for further investigation.
Education
High school diploma or GED -
Red Lion Area Senior High School
Red Lion, PA06.2002
Skills
- Service desk experience
- Product and service troubleshooting
- Proficiency in Microsoft Office
- Compassionate communication skills
- Accuracy and attention to detail
- Efficient data entry
Timeline
Service Desk
Weis Markets
10.2021 - Current
Public Health Interviewer
InGenesis
04.2019 - 12.2020
Customer Care Representative
Protect America
07.2017 - 09.2018
Senior Service Advocate
Farmers Insurance
01.2016 - 01.2017
Help Desk Level 1
NexxLinx
02.2015 - 05.2015
Unemployment Compensation Intake Interviewer
Commonwealth of Pennsylvania
07.2006 - 01.2014
High school diploma or GED -
Red Lion Area Senior High School
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