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Highly Skilled Service Professional

Haines City, FL
April 16, 2022

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Laura McClellan

Haines City, FL *****


Work Experience

Fraud Intake Coordinator

Capital One - Tampa, FL

October 2021 to Present

• Answer inbound phone calls assisting credit card clients with fraud concerns.

• Assist with the issuing, restriction, and closing of credit cards. Sales and Solutions Specialist

Walt Disney World Resort - Orlando, FL

June 2021 to October 2021

• Answer inbound phone calls assisting guests with troubleshooting their My Disney Experience and the Disney mobile app in a high-volume call center.

• Respond to inbound chats and emails answering general resort, ticket, and dining inquiries and concerns.

• Utilized CRM Software tool Zendesk as well as Disney specific software including GSS and A la Carte. Call Center Representative

NDM Hospitality - Kissimmee, FL

March 2021 to June 2021

• Make reservations via inbound call and upsell additional services via outbound call and email. Customer Care Representative


October 2020 to March 2021

• Answer client inquiries via telephone regarding accounts and medications. Guest Support Supervisor


February 2016 to August 2020

• Answered inbound calls and emails addressing client, partner, and vendor inquiries.

• Created and maintained department and management schedules.

• Oversaw, trained, and coached multiple employees in the guest support department.

• Maintained social media accounts and headed marketing strategies.

• Utilized CRM Software tool Salesforce as well as Shopify. Call Center Digital Support Tech

SunTrust - Cookeville, TN

April 2019 to August 2019

• Answer inbound phone calls assisting account holders with questions and service requests.

• Provided technical support for the bank website and mobile app.

• Suggested additional banking products based on the consumer's needs. Legal Secretary

Cumberland County General Sessions Court - Crossville, TN August 2016 to November 2016

• Temporary position in Judge Warner's office assisting the full-time secretary with day to day administrative duties.

• Handled calls, maintained the Judge's personal and professional schedule, and arranged travel accommodations.

• Issued legal permits, filed paperwork, and coordinated all written correspondence.

• Handled accounts payable for public defenders.

Member Services Advisor


November 2013 to August 2015

• Worked as a full-time customer service representative in a high-volume call center.

• Utilized Microsoft Office Suite as well as Workforce, SAP, and Disney specific software such as Wishes and A la Carte.

• Received 98% positive customer survey results.

• Chosen as a mentor for other associates in training within first six months. Education

Some College in Psychology


August 2001 to May 2002

High school diploma in College Prep

Haines City Senior High School - Haines City, FL

August 1997 to May 2001


• Typing 60+ WPM (10+ years)

• Microsoft Office Suite (10+ years)

• Salesforce Software (4 years)

• Travel Planning (10+ years)

• Event Coordination (3 years)

• Certificate of Completion in Hospitality and Tourism Management

• Pryor Learning Solutions: Customer Service Basics Learning Path

• Pryor Learning Solutions: Managing the Front Desk Course

• Pryor Learning Solutions: Customer Service Communication Skills Series

• Social Media Management (4 years)

• Mentoring (8 years)

• Marketing (2 years)

• Blogging (4 years)

• Sales (6 years)

• WordPress

• Upselling

• Guest Services

• Troubleshooting

Certifications and Licenses

Hospitality and Tourism Management

April 2020 to Present

This course was offered by Florida Atlanta University and provided an overview of such subjects as career preparation, legal issues in the hospitality industry, marketing and revenue management, finance fundamentals, and excellence in guest service. In addition to a certificate I was awarded 15 contact hours/1.5 CEUs.


Attention to Detail — Highly Proficient

January 2020

Identifying differences in materials, following instructions, and detecting details among distracting information.

Full results: Highly Proficient

Data Entry — Expert

January 2020

Entering data quickly and accurately

Full results: Expert

Recruiting — Proficient

January 2020

Managing the candidate sourcing and selection process Full results: Proficient

Human Resources Skills: Compensation & Benefits — Highly Proficient May 2020

Knowledge of compensation and benefits programs

Full results: Highly Proficient

Call Center Customer Service — Expert

May 2020

Applying customer service skills in a call center setting. Full results: Expert

Customer Service — Expert

May 2020

Identifying and resolving common customer issues

Full results: Expert

Customer Focus & Orientation — Expert

January 2020

Responding to customer situations with sensitivity Full results: Expert

Legal Skills — Familiar

January 2020

Assisting practicing attorneys in the preparation for litigation proceedings Full results: Familiar

Receptionist — Highly Proficient

January 2020

Using basic scheduling, attention to detail, and organizational skills in an office setting. Full results: Highly Proficient

Spreadsheets with Microsoft Excel — Proficient

May 2020

Excel knowledge including common tools, PivotTables, conditional & nested formulas, and custom visuals.

Full results: Proficient

Scheduling — Highly Proficient

December 2019

Measures a candidate's ability to cross-reference agendas and itineraries to avoid conflicts when creating schedules.

Full results: Highly Proficient

Typing — Highly Proficient

January 2020

Transcribing text using a standard keyboard

Full results: Highly Proficient

Sales Skills: Influence & Negotiation — Proficient September 2019

Using influence and negotiation techniques to engage with and persuade customers. Full results: Proficient

Verbal Communication — Expert

January 2020

Speaking clearly, correctly, and concisely

Full results: Expert

Data Entry Clerk — Expert

January 2020

Maintaining data integrity by detecting errors

Full results: Expert

Filing & Organization — Expert

August 2019

Arranging and managing information or materials using a set of rules. Full results: Expert

Numerical Reasoning Skills — Proficient

January 2020

Quickly and accurately performing basic mathematical operations, recognizing numerical sequences, and interpreting graphs.

Full results: Proficient

Administrative Assistant — Highly Proficient

October 2019

Evaluates the knowledge and skills essential to administrative assistant jobs. Full results: Highly Proficient

General Manager — Highly Proficient

September 2019

Adapting leadership style to accomplish goals using rational or emotional appeal. Full results: Highly Proficient

Supervisory Skills: Motivating & Assessing Employees — Expert January 2020

Motivating others through feedback to identify improvements or corrective actions. Full results: Expert

Logic & Critical Thinking — Expert

January 2020

Using logic to solve problems.

Full results: Expert

Social Media — Proficient

January 2020

Creating content, communicating online, and building a brand's reputation. Full results: Proficient

Teamwork: Interpersonal Skills — Proficient

May 2020

Resolving disputes, solving team problems, and understanding nonverbal cues. Full results: Proficient

Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.

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