Highly Skilled Service Professional
Resume:
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
CVS CAREMAK - Orlando, FL
October 2020 to March 2021
• Answer client inquiries via telephone regarding accounts and medications. Guest Support Supervisor
VACATION STRATEGY LLC - Celebration, FL
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
DISNEY VACATION CLUB - Celebration, FL
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
FLORIDA SOUTHERN COLLEGE - Lakeland, FL
August 2001 to May 2002
High school diploma in College Prep
Haines City Senior High School - Haines City, FL
August 1997 to May 2001
Skills
• 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.
Assessments
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.
Contact this candidate