Years of professional Customer Service Experience
Lauren Purdy
Springfield
Summary
Customer-focused hospitality professional with 9+ years of experience in front desk operations, customer service, and administrative support. Adept at problem-solving, conflict resolution, and building strong client relationships to enhance guest experiences. Proven ability to implement process improvements, including spearheading the paperless audit system across multiple Marriott hotels. Highly adaptable, detail-oriented, and committed to maintaining a positive and professional environment in fast-paced settings.
Overview
9
9
Work History
Seasonal Greeter/Cashier
Bass Pro Shops
10.2024 - Current
- Serve as the first point of contact for customers, creating a welcoming and professional atmosphere.
- Provide exceptional customer service, assisting guests with inquiries, store navigation, and product locations.
- Develop strong rapport with new and returning customers, enhancing the overall shopping experience.
- Efficiently manage cash register operations, ensuring accurate transactions and maintaining proper cash drawer balances.
- Process customer purchases quickly and efficiently, minimizing wait times and ensuring a positive checkout experience.
- Maintain a thorough knowledge of store layout and product locations, allowing for seamless customer assistance.
Night Audit
O'Reilly Hospitality Co.
11.2021 - 10.2024
- Serve as the first point of contact for guests, ensuring a welcoming and professional check-in experience
- Resolve guest concerns efficiently, handling billing issues, special requests, and service needs with a problem-solving approach
- Build lasting relationships with both new and returning guests, contributing to increased customer satisfaction and loyalty
- Successfully implemented and trained staff on a paperless audit system across three Marriott hotels, improving efficiency and record-keeping accuracy
- Recognized with an Outstanding Customer Service Certificate for receiving the most 5-star customer reviews
Personal Care Aide/Caregiver
Private Home Care
02.2021 - 11.2021
- Provided compassionate in-home care to clients, assisting with daily living activities such as meal preparation, dressing, and personal hygiene
- Delivered out-of-home care, including running errands and financial management for individuals with disabilities
- Maintained a clean, safe, and organized home environment to enhance clients' well-being
- Provided companionship and emotional support, fostering a comfortable and respectful environment for clients
- Adapted to flexible schedules and changing client needs, ensuring consistent and high-quality care
Customer Service Representative
Communication Solutions LLC
Springfield, Missouri
10.2019 - 02.2021
- Provided friendly and professional customer support for CenturyLink clients, assisting with billing inquiries, account setup, and service upgrades.
- Effectively handled high call volumes, ensuring prompt and accurate resolution of customer concerns while maintaining a positive experience.
- Assisted customers with service dispatching, troubleshooting, and educating them on available products and upgrade options.
- Demonstrated strong conflict resolution skills by de-escalating issues with frustrated or upset customers, ensuring a satisfactory resolution.
Education
High School Diploma - Algebra, Physics, Biology, Chemistry, Genetics, Anatomy, American Sign Language (ASL), Spanish
Parkview High School
Springfield, MO05.2018
Skills
- Customer Service
- Customer conflict de-escalation
- Communication
- Conflict Resolution
- Upselling
- Product Promotion
- Cash Handling
- Point-of-Sale (POS) Systems
- Transaction Processing
- Reconciliation
- Microsoft Office Suite
- Spreadsheet Skills
- Document Formatting
- Computer Troubleshooting
- System Navigation
- Technical Problem-Solving
- Front Desk Operations
- Billing Inquiries
- Account Setup
- Service Upgrades
- High Call Volume Management
- Customer Concern Resolution
- Customer Education
- Strong interpersonal skills
Accomplishments
- Spearheaded the implementation of a paperless audit system for three Marriott Hotels, improving efficiency and reducing errors by 30%.
- Recognized with the Outstanding Customer Service Certificate for receiving the highest number of 5-star customer reviews at Marriott Hotels.
- Successfully managed high call volumes in a fast-paced customer service environment, ensuring high customer satisfaction and issue resolution.
- Trained and mentored new employees, fostering a productive and customer-focused work environment.
Skills
9+ years of customer service experience, ensuring excellent guest satisfaction and client relations., Strong verbal and written communication skills, able to engage with diverse customers and resolve concerns effectively., Conflict resolution & de-escalation expertise, maintaining professionalism in high-pressure situations., Ability to upsell and promote products/services, driving increased revenue and customer engagement., Cash handling & point-of-sale (POS) system operations, including accurate transaction processing and reconciliation., Proficient in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint) with advanced spreadsheet and document formatting skills., Skilled in computer troubleshooting, system navigation, and technical problem-solving., Experience with front desk clients, assisting with billing inquiries, account setup, and service upgrades., Effectively handled high call volumes, ensuring prompt and accurate resolution of customer concerns while maintaining a positive experience., Demonstrated strong conflict resolution skills by de-escalating issues with frustrated or upset customers, ensuring a satisfactory resolution.
Timeline
Seasonal Greeter/Cashier
Bass Pro Shops
10.2024 - Current
Night Audit
O'Reilly Hospitality Co.
11.2021 - 10.2024
Personal Care Aide/Caregiver
Private Home Care
02.2021 - 11.2021
Customer Service Representative
Communication Solutions LLC
10.2019 - 02.2021
High School Diploma - Algebra, Physics, Biology, Chemistry, Genetics, Anatomy, American Sign Language (ASL), Spanish
Parkview High School
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