Lora Van Coulter
Reedsburg
Summary
Dynamic Customer Communications Specialist with a proven track record at Lands' End Direct Merchants, enhancing customer satisfaction through effective problem-solving and cross-functional collaboration. Skilled in CRM tools and empathetic communication, I consistently resolved inquiries, leading to improved customer retention and exceptional support services.
Overview
22
22
years of professional experience
Work History
Customer Communications Specialist
Lands' End Direct Merchants
06.2023 - 03.2025
- Developed a system to respond to posts that customers make on the company website.
- Identified trends and collaborated with appropriate departments to address concerns and resolve issues.
- Enhanced customer satisfaction by efficiently resolving inquiries and addressing concerns in a timely manner.
- Boosted overall customer satisfaction ratings by consistently providing exceptional support services throughout the entire communication process.
- Evaluated the efficiency of existing communication channels, making recommendations for enhancements as they evolved over time.
- Collaboration between departments, leading to more efficient problem-solving when handling complex customer issues.
Customer Care Specialist
Lands' End Direct Merchants
03.2017 - 09.2023
- Helped large volume of customers every day via phone, email and live chat with a positive attitude and a focus on customer satisfaction.
- Verified accuracy of customer account information and updated when necessary while keeping customer information secure.
- Took ownership of customers issues to follow problems through to resolution.
- Provided customers with detailed information on company products, services, materials and order tracking.
- Provided customers with replacements and returns as needed.
Product Specialist
Lands' End Direct Merchants
04.2003 - 03.2016
- Present product demonstrations at monthly updates meetings to showcase functionality for frontline staff and managers.
- Supported sales representatives during customer contacts by providing expert knowledge on specific features or functionalities of the given product line.
- Trained and provided assistance to junior team members.
- Boosted customer retention by providing exceptional product support and addressing user concerns via phone, email, and video chat contacts.
Education
Office Assistant - Business
Madison College
Reedsburg, WI05-1993
Skills
- Clear oral communication skills
- Effective cross-cultural communication
- Empathy display
- Collaborative teamwork
- Customer service
- Analytical problem-solving
Timeline
Customer Communications Specialist
Lands' End Direct Merchants
06.2023 - 03.2025
Customer Care Specialist
Lands' End Direct Merchants
03.2017 - 09.2023
Product Specialist
Lands' End Direct Merchants
04.2003 - 03.2016
Office Assistant - Business
Madison College
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