Lauren Carducci
Nine Mile Falls
Summary
Experienced with handling high-stakes customer resolutions. Utilizes strategic thinking and effective communication to de-escalate and resolve conflicts. Track record of improving customer satisfaction through meticulous attention to detail and efficient problem-solving.
Overview
11
11
years of professional experience
Work History
Executive Resolution Specialist (Remote)
Consumer Cellular
06.2022 - Current
- Written and verbal correspondence – writing letters, emails, and making and receiving calls from customers to explain policies, etc.
- Resolving escalations sent to Consumer Cellular’s corporate offices, CEO, other executives, and internal departments.
- Handling responses to complaint escalations from the BBB, FCC, Attorneys General, Departments of Justice, and other agencies.
- Special projects that may include reaching out to customers, daily reporting, as well as tracking.
- Investigating claims, including potential fraudulent activity, and analyzing supporting documents to resolve complaints.
- Provide members with accurate and appropriate information to answer questions, troubleshoot issues, and resolve member complaints.
- Adhere to company policies and procedures.
- Offer direct support to supervisors.
- Perform other duties as assigned.
- Company social media management
Digital Support (Remote)
Consumer Cellular
06.2019 - 06.2022
- Troubleshooting cellular device issues and assisting with other customer service inquiries including escalations
- Handling bills, billing inquiries, and updating payment information
- Empathizing and acknowledging the customers needs and concerns via online chat
- Handling a high volume of chats per day, exceeding daily goals
CAA1 for 6 months to Senior Customer Account Advisor
Consumer Cellular
01.2018 - 05.2019
- Empathizing and acknowledging the customer’s needs and concerns
- Managing accounts and sensitive information
- Exceeding monthly sales and required stats
- Solving issues in a timely manner
- Extensive/Simple cell phone troubleshooting
- Handling high call volume
- Following appropriate guidelines and script throughout calls
- De-escalating calls
Shift Supervisor
Papa Murphy’s
02.2015 - 01.2018
Education
High School Diploma -
Ridegview High School
Redmond, OR05-2015
Skills
- Workplace professionalism
- Proven track record of surpassing objectives
- Effective communication in both verbal and written forms
- Consistently meets deadlines
- Creative problem-solving
- Integrity in actions
- Excels in dynamic work environments
- Thoroughness in task execution
- Collaborative team player
- Eager to acquire new knowledge
- Reliable consistency
- Welcomes constructive feedback
Timeline
Executive Resolution Specialist (Remote)
Consumer Cellular
06.2022 - Current
Digital Support (Remote)
Consumer Cellular
06.2019 - 06.2022
CAA1 for 6 months to Senior Customer Account Advisor
Consumer Cellular
01.2018 - 05.2019
Shift Supervisor
Papa Murphy’s
02.2015 - 01.2018
High School Diploma -
Ridegview High School