Lauren Gardner
Te Rapa,WKO
Summary
Confident in my ability to think on my feet, make effective decisions and remain calm. Courteous professional with substantial experience in customer service industry. Accomplished Customer Experience Agent with extensive experience providing quality services in challenging environments. Establishes relationships with customers, analyzes customer needs and resolves complaints. Possesses excellent communication and problem-solving skills.
Overview
9
9
years of professional experience
Work History
Customer Resolutions Advocate
Trustpower Limited
01.2018 - 08.2022
- Managing escalations through Trustpower website and providing win-win resolutions for customers
- Processing customer emails on behalf of customer service agents within call centre.
- Proved successful working within tight deadlines and a fast-paced environment.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Case managing large scale complaints that have been referred to third party mediators.
Customer Experience Advocate
Trustpower Limited
01.2015 - 01.2018
- Assisted with a variety of enquiries such as helping customers understand their bills, moving services, reporting faults and their phone and broadband enquiries.
- Investigate queries with other departments to ensure a resolution for customers.
- Keeping up to date with product and company knowledge, and other duties as assigned.
- Managed over 50 customer calls a day, utilizing listening and communication skills to identify customer problems, needs and opportunities.
- Documented customer interactions in internal database to maintain customer service history details.
Business Care Representative
Vodafone New Zealand
02.2014 - 12.2014
- Assisted customers in resolving potential product or service-related issues.
- Received and responded to inbound customer enquiries via phone, email and text.
- Troubleshot technical issues related to products and services.
- Identified root cause of enquiries by asking probing questions to determine best solution.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols
- Investigated and resolved accounting, service and delivery concerns
Insurance Claims Specialist
State Insurance
03.2013 - 12.2014
- Evaluated and settled house, car and content insurance claims in strict timeframes.
- Worked with claims adjusters and examiners to expedite processing in alignment with procedures.
- Affirmed or denied coverage fairly based on thorough investigations.
- Obtained an average of 90% for customer experience and compliance
- Provided advice to customers regarding claims, rights and insurance processes to prevent disputes
- Monitored compliance with regulations and industry best practices to promote fair and proper treatment for insured customers
Education
Bachelor of Business -
Bay of Plenty Polytechnic
Tauranga, BOP2009
Skills
- Resilient in challenging work environments
- Companionship and Emotional Support
- General Housekeeping
- Supporting Daily Living Needs
- Time Management
- Dependable and Responsible
- Respectful and Compassionate
- Meal Planning and Preparation
Volunteer Work
I have a passion for working in the community and like to give back in ways that I can:
NZ Spirit Fest Volunteer: Provided training to volunteers attending the festival whilst also managing their rosters and attending to their needs.
Everybody Eats : Provided a dining experience for patrons from all socio economic backgrounds
Odyssey House Trust : Provided support to people struggling with mental health and addiction issues
Mangere Cattery: Cleaned cages, fed and spent time with the cats to ensure they were nurtured.
Timeline
Customer Resolutions Advocate
Trustpower Limited
01.2018 - 08.2022
Customer Experience Advocate
Trustpower Limited
01.2015 - 01.2018
Business Care Representative
Vodafone New Zealand
02.2014 - 12.2014
Insurance Claims Specialist
State Insurance
03.2013 - 12.2014
Bachelor of Business -
Bay of Plenty Polytechnic
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