Lauren Harris
Kansas City,MO
Summary
EXPERIENCED CUSTOMER SERVICE PROFESSIONAL Dedicated and results-oriented professional with extensive experience in customer service, team leadership, and problem resolution. Proven track record of delivering exceptional service and support to customers while effectively managing multiple tasks and priorities in fast-paced environments. Skilled communicator with a talent for building rapport, resolving issues, and collaborating with cross-functional teams to achieve organizational goals. Proficient in utilizing technical tools and systems to streamline processes and enhance efficiency. A proactive and adaptable team player committed to driving customer satisfaction and organizational success.
Overview
17
17
years of professional experience
Work History
Customer Care Advocate 1
Blue Cross Blue Shield of Kansas City
07.2021 - 01.2023
- Expertly managed multiple computerized tracking systems, serving as a product expert for all member-related health literacy needs
- Conducted research on applicable medical policies, educated members on their policies, and informed them of plan benefits
- Utilized information, claims data, and membership records to resolve issues independently or with minimal assistance
- Collaborated with leadership to identify trends and common issues, providing solution options when necessary
- Maintained confidentiality of regulated information in compliance with state and federal laws
- Demonstrated effective time management techniques to manage competing projects and priorities, meeting customer needs in a timely manner.
Guest Experience Manager
Roca Salon and Spa
07.2017 - 07.2021
- Managed upscale salon operations in the trendy W 39th St
- District, ensuring exceptional guest experiences
- Trained staff under Summit Group to deliver top-notch service to a successful clientele
- Handled salon appointment bookings and managed incoming calls in a fast-paced environment
- Restructured policies and procedures to enhance guest satisfaction and streamline operations
- Proficient in inventory management and product ordering to maintain salon standards.
Front Desk Leader
Paul Mitchell the School
10.2013 - 05.2017
- Developed training manuals to address complex customer issues and built rapport with customers by handling difficult situations professionally
- Promoted and sold salon services and products, educating guests on proper hair care
- Maintained up-to-date knowledge of store policies regarding payments, returns, and exchanges
- Prepared weekly sales reports to track product success and managed cash drawers during store openings.
Patient Referral Coordinator
CareCentrix
09.2010 - 04.2011
- Coordinated patient care prior to discharge and negotiated pay rates between therapists and insurance providers
- Demonstrated strong time management skills in prioritizing patient needs and meeting deadlines effectively
- Self-motivated team member committed to delivering high-quality patient care services.
Customer Service Representative
Prescription Solutions
10.2005 - 11.2006
- Managed prescription refills for plan members, researched deductible and billing inquiries, and explained prescription plan benefits to members.
Education
Cosmetology License -
Transformed Barber And Cosmetology Academy
Kansas City, MOHigh School Diploma -
Hickman Mills High School
Kansas City, MOSkills
- Excellent verbal and written communication skills
- Proficient in handling high-volume call settings
- Strong customer relationship management abilities
- Detail-oriented with excellent organizational skills
- Proficient in computerized tracking systems and MS Office Suite
- Data entry proficiency
- Complaint Handling
- Escalation management
- Follow-up skills
- Coaching abilities
Timeline
Customer Care Advocate 1
Blue Cross Blue Shield of Kansas City
07.2021 - 01.2023
Guest Experience Manager
Roca Salon and Spa
07.2017 - 07.2021
Front Desk Leader
Paul Mitchell the School
10.2013 - 05.2017
Patient Referral Coordinator
CareCentrix
09.2010 - 04.2011
Customer Service Representative
Prescription Solutions
10.2005 - 11.2006
Cosmetology License -
Transformed Barber And Cosmetology Academy
High School Diploma -
Hickman Mills High School
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