Lauren Baker
Douglasville
Summary
Dynamic customer service professional with a proven track record at Afni Inc, recognized for exceptional conflict resolution and relationship-building skills. Demonstrates proficiency in data entry and problem-solving under pressure, consistently achieving high levels of customer satisfaction and operational efficiency. Committed to delivering outstanding service while enhancing team collaboration.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Afni Inc, Verizon
Bloomington
05.2024 - Current
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Developed positive relationships with customers through friendly interactions.
- Provided accurate information about products and services to customers.
- Maintained a high level of professionalism when dealing with difficult customers.
Ramp Agent
GAT Ground Support
Atlanta
01.2023 - 11.2023
- Facilitate various under wing activities including overseeing record keeping, handling baggage, and coordinating aircraft movement between gates
- Responsible for loading and unloading luggage from aircraft, delivering baggage to passengers, and providing cabin maintenance services as required
- Worked closely with a small team to achieve a goal to ensure that the aircrafts are thoroughly cleaned and properly maintained, allowing for smooth take-offs and landings within the designated schedule
- Complied with all airport authority and carrier security requirements including adhering to JetBlue Operating Procedures
- Carried out aircraft and equipment inspections and checking for hazards
Event Security
Best Crowd Management
Atlanta
08.2022 - 01.2023
- Made a positive impact by maintaining a visible and professional presence to the standards of the client as well as Best Crowd Management
- Patrolled assigned areas to ensure the safety of everyone present
- Monitored access points, conducted bag checks, performed entry screenings, and remained vigilant to any suspicious parties or situations
- Provided exceptional customer service by assisting attendees, answering questions, and offered directions when needed
- Responded promptly and effectively to any security incidents or emergencies including medical emergencies, disturbances, or unauthorized entry
- Collaborated with event staff, law enforcement, and emergency services to coordinate security efforts and resolve any issues that arise
- Uphold company policies, procedures, and guidelines to maintain a high standard of professionalism and security effectiveness
Manager In Training
Burger King
Schererville
06.2020 - 03.2021
- Responsible for identifying and assessing training needs, creating tailored training plans, and implemented various training methods to enhance employees' skills and performance
- Monitored training program effectiveness, manage budgets, and stay updated on training trends
- Maintained a professional and supportive image among subordinates and supervisors
- Trained employees on safety procedures and promoted safety awareness
- Established periodic on-gong communication meetings with all site employees and the Market Manager
Correctional Officer
Westville DOC
Westville
08.2019 - 08.2020
- Supervised the daily activities of the inmates
- Ensured that the inmates adhered and obeyed the rules of the facility
- Ensured the whereabouts of all inmates
- Searched inmates for contraband
- Settled disputes between inmates
- Enforce discipline
Web Tech Rep
Teleperformance
08.2018 - 08.2019
- Connected with customers via phone, email, and chat to resolve their questions or concerns
- Calmly attempt to resolve and de-escalate any issues
- Track all call related information for auditing and reporting purposes
- Respond to request for assistance and processed payments
- Assisted with medical claims, troubleshooting website issues, and resetting passwords
Education
Certificate -
Herzing University
Madison, WI04.2025
Highschool Diploma -
Theodore Roosevelt Highschool
Gary, IN06.2002
Skills
- Customer service
- Conflict resolution
- Data entry
- Thoughtful response skills
- Problem solving
- Patient communicator
- Product education
- Skilled in team collaboration
- Call handling expertise
- Teamwork and collaboration
Knowledge And Skills
- Customer Experience
- Knowledge Base
- De-escalation/resolution
- Inbound Support
- Customer Outreach
- Technical Troubleshooting
- Customer Relationship Management
- Documentation & Reporting
- Contact Centers
- Billing Support
- Data Entry
Timeline
Customer Service Representative
Afni Inc, Verizon
05.2024 - Current
Ramp Agent
GAT Ground Support
01.2023 - 11.2023
Event Security
Best Crowd Management
08.2022 - 01.2023
Manager In Training
Burger King
06.2020 - 03.2021
Correctional Officer
Westville DOC
08.2019 - 08.2020
Web Tech Rep
Teleperformance
08.2018 - 08.2019
Certificate -
Herzing University
Highschool Diploma -
Theodore Roosevelt Highschool
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