Customer Care Specialist

Laura Staley

Customer care Specialist

* ROK

Customer care specialist with 20+ years of experience leading teams to enhance client satisfaction and retention.

Demonstrates strong skills in team leadership, performance management, and conflict resolution, using customer

insights to drive continuous improvement. Committed to fostering a supportive work environment and mentoring staff to

achieve performance targets and streamline service delivery.

EMPLOYMENT HISTORY

Team Lead- customer care

Advance America, Wilmington Delaware — Aug 2018 - Present

* Lead customer care team, driving service excellence. Implement strategies to enhance client satisfaction and retention. Analyze feedback for

continuous improvement.

* Foster teamwork in customer care unit. Mentor staff to develop skills and boost performance. Coordinate with other departments to streamline

service delivery.

* Provide guidance to team members in handling complex customer issues. Create supportive work environment to boost morale and

productivity.Develop staff through targeted training.

* Spearhead customer care team, driving service excellence and implementing strategies to boost client satisfaction, resulting in measurable

retention improvements.

* Mentored and developed staff through targeted training programs, fostering a supportive work environment that boosted team morale and

productivity.

Customer Service Billing

Comcast, Wilmington De — Apr 2016 - Jun 2018

* Analyzed billing discrepancies, implemented solutions to reduce customer inquiries. Streamlined processes for efficient issue resolution,

enhancing overall service quality.

* Resolved complex billing issues, significantly improving customer satisfaction rates. Developed strategies to minimize billing errors, leading to a

notable decrease in complaints.

* Provided empathetic support to customers, addressing billing concerns with patience and clarity. Collaborated with team to ensure accurate and

timely resolution of inquiries.

* Meticulously reviewed billing records to identify and correct discrepancies. Maintained high accuracy in processing complex transactions,

ensuring customer account integrity.

* Identified billing discrepancies and implemented targeted solutions, reducing customer inquiries and enhancing service quality through

streamlined processes.

Testing Proctor Office Manager

Pearson Professional Center, Dover DE — Oct 2007 - 2013

* Led testing proctor team, ensuring integrity of exams. Implemented new protocols, resulting in streamlined processes and enhanced security

measures.

© Fostered strong relationships with faculty and staff, facilitating smooth exam operations. Mentored new proctors, enhancing team performance.

* Directed testing proctor team, enhancing exam integrity. Implemented digital record-keeping, reducing waste and improving data access. Trained

staff on new tech.

* Cultivated strong faculty relationships, ensuring smooth exam operations. Mentored new proctors, elevating team performance and fostering a

cohesive work environment.

* Anticipated future needs, implementing forward-thinking solutions. Drove digital transformation, positioning the center at the forefront of testing

administration.

SKILLS

Office manager Performance Management

Conflict Resolution Customer Insights

Process Improvement Mentorship

EDUCATION

General Studies

York High School, Virginia — 1981 - 1984

Graduated in high school diploma in general studies

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