Customer Service Manager

Lauren Gregg

**** ****** ******, **********, ** *5201 412-***-**** **********@*****.***

SUMMARY: Goal oriented and results driven professional dedicated to providing the highest quality of support and training both internally and externally to customers, as well as consistently developing effective operational processes and organizational methods to streamline workflows and increase productivity. EXPERIENCE:

FOREVER, Inc., Pittsburgh, PA March 2013 - Present Manager Customer Care January 2016 – Present

Manage the Customer Care team (8 employees) onsite as well as virtual

Monitor, manage and consistently improve Zendesk, our Customer Care ticketing system

Develop and consistently update strong, fluid processes for the Customer Care team

Train new and current team members on Forever product offerings and internal processes

Leading the ongoing project to update and improve the content on the Forever Help Desk portal

Perform overall user research and manage the Forever usability study program

Led the transition of Media Service Delivery from Pittsburgh to Green Bay location

Implemented the customer satisfaction survey which has held a 98% overall customer satisfaction rating Services Manager January 2015 – January 2016

Developed new package offerings that made Services easily available through the Forever web-store

Created efficient processes and documented workflows for Sales and Services departments

Built out Services team and environment to increase productivity and encourage repeat customers

Managed Services clients to ensure updates are being communicated and timeline expectations are meet

Experience using and developing internal processes for our e-commerce solution OpenCart Sales and Operations Assistant March 2013 – January 2015

Configured Salesforce to best fit the CRM system needs of the company and keep our records updated

Instrumental in the implementation and configuration of internal marketing tool HubSpot

Supported our users through phone, e-mail and the Zendesk ticketing system

Assisted Sales team in completing orders and managing customers

Weekly testing of software for quality assurance and prior to launching new/updated live features Extraordinary Events Group, Pittsburgh, PA

Event Manager August 2012 – April 2016

Managed the day-of event operations for the Pittsburgh International Auto Show’s annual gala

Manage all on-site details for various sizes, styles and types of events

Create vendor schedules, event itineraries and informational materials for each event

Have developed successful working relationships with vendors and venues to ensure open communication Big Day Entertainment, Video and Photography, Pittsburgh, PA June 2011-August 2012 Consultant/Assistant Manager of First Class Tuxedo

Booked vendors/services for clients and provided constant customer service prior to their event

Generated bi-weekly and monthly sales reports for Big Day and First Class Tuxedo

Constructed and distributed contracts for clients and service providers Cystic Fibrosis Foundation Western PA Chapter, Pittsburgh, PA January 2011-May 2011 Special Events Intern

CERTIFICATIONS:

Inbound Marketing certified; HubSpot certified; User Research certified; CFF Committee Member EDUCATION: Bachelor of Arts: Communication Studies: Public Relations; Minor: Management California University of Pennsylvania, California, PA

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