Operations & Omnichannel Customer Support Leader

Laureana Robertson

San Antonio, TX ***** 210-***-**** *****************@*****.***

Summary

Operations and Customer Support Leader with 15+ years of experience specializing in high-volume customer care, administrative coordination, and client relationship management. Proven success managing omnichannel communications (phone, email, chat), resolving complex escalations, and maintaining exceptional client satisfaction in fast-paced, high-pressure environments. Adept at multitasking across multiple digital platforms simultaneously while maintaining strict attention to detail, data accuracy, and professional compliance. Skills

Support Operations: Omnichannel Customer Service

(Phone, Email, Chat), Escalation Management, Issue Resolution

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Data & Admin: Data Entry & Integrity, Documentation & Reporting, Advanced Excel Proficiency

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Technical Aptitude: Tech Adaptability, CRM Platforms, Digital POS Systems, Workflow Optimization

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Technical Fluency & Excel: Proficient in advanced Excel functions for data organization ; quickly adapt to new software, CRM systems, and digital collaboration tools to maximize workflow efficiency.

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Strategy & Growth: Analytical Problem Solving, Sales Analysis, Process Improvement, Client Retention

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Brand Advocacy & Communication: Experienced in

executing localized marketing initiatives, digital communications, and strategic client outreach to build strong customer relationships and drive long-term

business retention.

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Operational Leadership & Logistics: Proficient in team leadership, workforce scheduling, and comprehensive inventory management; adept at cross-functional

coordination and executing standardized weekly

corporate reporting to maintain strict compliance and quality control.

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Experience

CATERING SUPERVISOR 01/2024 - Current

Corner Bakery Cafe - San Antonio, USA

Omnichannel Communications: Manage high-volume, multi-channel customer communications via phone and email, consistently maintaining exceptional customer satisfaction ratings.

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Logistics & Coordination: Coordinate complex logistics, scheduling, and precise order execution for high-stakes corporate and private events ranging from 10 to 200+ attendees under tight deadlines.

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Escalation Resolution: De-escalate and resolve critical customer issues and account discrepancies professionally, ensuring long-term client retention and positive reviews.

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Data Integrity & Reporting: Maintain meticulous client records, digital databases, and sales tracking to perform root- cause analysis on department performance and market trends.

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Tech Adaptability: Leverage diverse digital systems, scheduling platforms, and Excel to organize daily workflows, optimize administrative efficiency, and compile operational reports.

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EXPEDITOR / OPERATIONS LEAD 10/2016 - 03/2023

Corner Bakery Cafe - San Antonio, USA

Operations Leadership: Led daily front-of-house workflow and supervised cross-functional teams in a high-volume, fast-paced customer service environment.

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Incident Management: Acted as the primary point of contact for escalated customer service issues, successfully restoring client confidence through empathetic problem-solving.

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Training & Documentation: Onboarded and trained new team members on strict operational guidelines, service quality standards, and proprietary digital systems.

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Financial Data Security: Managed accurate financial reporting, cash reconciliation, and daily administrative compliance documentation with zero discrepancies.

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HEAD SERVER/HOST 09/2014 - 06/2017

Thai Topaz - San Antonio, USA

Accountability & Auditing: Audited daily server transactions, verified payment distributions, managed cash drawer reconciliation, and compiled shift reports for executive management.

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Technical Proficiency: Mastered digital Point of Sale (POS) software for automated order management and data processing, maximizing system efficiency.

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Problem Solving: Anticipated customer needs and resolved service bottlenecks efficiently to maintain a seamless, high-quality user experience.

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Education

San Antonio School For Inquiry And Creativity - San Antonio High School Diploma Film Editing and Animation, 01/2014

• Focus: Film Editing and Animation

• Member of Film Club and Advanced Animation Club. Champions School of Real Estate - San Antonio

Real Estate Licensing

• Focus: Contract documentation, legal compliance, and client representation. Alamo Colleges / St. Philip's College - San Antonio General Studies

• Focus: Continuing Education Coursework (General Education & Healthcare Licensing Fundamentals)

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