Laura Farrett
Downers Grove
Summary
Dynamic customer service professional with extensive experience at AAA Auto Club Group, excelling in call center operations and problem-solving. Proven ability to educate members and resolve complaints effectively, utilizing Salesforce and active listening skills to enhance customer satisfaction. Committed to professionalism and continuous process improvement in fast-paced environments.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Emergency Roadside Service Customer Advocate I
AAA Auto Club Group
Remote
08.2022 - Current
- Assisted members with roadside assistance and membership inquiries in an inbound call environment.
- Provided exceptional customer service through various communication channels such as the Member Live Chat and Agent to Agent Chat.
- Resolved member complaints efficiently and effectively, ensuring satisfaction.
- Educated members on AAA services and membership benefits.
- Utilized various software tools, such as Salesforce, to streamline services for the member in regard to Roadside Assistance or Membership Services.
- Use active listening while providing empathy, and accuracy in answering questions or providing services.
- Maintained a high level of professionalism while communicating with customers via all channels.
- Adapt communication styles to various members, utilizing my well-developed customer service soft skills.
- Use of multisystem including, Salesforce, Microsoft Teams, Microsoft Outlook, Workday, Word, Interactive Desktop, and online mapping/search engines such as, Google Maps, Bing Maps, I-Exit, and Google Search,
Customer Service Representative
Customer Direct
Remote
03.2022 - 08.2022
- Assisted customers with reservations at preferred hotels and resorts worldwide in an inbound call environment.
- Assisted potential guests in the logistics of their stay and area attractions.
- Enrolled customers and managed accounts for IPrefer Loyalty members.
- Utilized SYNXIS Voice Agent, Cdops4, Epsilon, Teams, and Google Maps.
Self Employed (owner)
A & L Carpentry LLC
Downers Grove
07.2020 - 03.2022
- Managed daily operations of the business.
- Promoted business on social media platforms and through advertisement mailings.
- Administrative duties.
Office Manager
AM Construction
Downers Grove
12.2015 - 07.2020
- Managed daily office operations and maintained efficient workflow processes.
- Oversaw the scheduling and planning of project meetings.
- Performed all clerical tasks.
- Phone and email correspondence with customers,
Student
Northern Illinois University
DeKalb
09.2012 - 12.2014
- Studied psychology.
- Worked in the Psychology Research lab for two semesters (data entry, data collection, and data analysis).
- Participated in the Fourth Annual Psychology Undergraduate Research Conference at Northern Illinois University on 12/17/2012.
Production Supervisor
NCO
Rockford
03.2007 - 06.2010
- Promoted from Customer Service Agent after six months for the T-Mobile Project (billing, tier 1 technical, and tier 2 technical) to Production Supervisor for an inbound call environment.
- Supervised and coached up to 16 call center representatives on their call handling quality (call resolution time, knowledge, empathy, and being courteous).
- Analyzed key performance indicators daily to achieve Service-Level Agreement goals.
- Utilized SMART goals.
- Took escalated calls.
- Approved credits.
- Trained representatives on new policies and procedures.
- Employee write-ups and firings.
Education
Associate of Science - Psychology
Rock Valley College
Rockford, IL09-2012
Skills
- Software utilization
- Call center operations
- Service-oriented mindset
- Effective communication
- Active listening
- Problem solving
- Professionalism
- Team collaboration
- Adaptable communication
- Customer services
- Educating customers
- Inbound call management
- Multitasking
- Policies and procedures adherence
- Process improvement
- CRM software (Salesforce)
- Windows 11 and Microsoft Office
Certification
Property and Casualty Resident Insurance Producer, 01/01/26, 01/01/28, Licensed Property and Casualty Resident Insurance Producer. National Producer Number 22095780
Timeline
Emergency Roadside Service Customer Advocate I
AAA Auto Club Group
08.2022 - Current
Customer Service Representative
Customer Direct
03.2022 - 08.2022
Self Employed (owner)
A & L Carpentry LLC
07.2020 - 03.2022
Office Manager
AM Construction
12.2015 - 07.2020
Student
Northern Illinois University
09.2012 - 12.2014
Production Supervisor
NCO
03.2007 - 06.2010
Associate of Science - Psychology
Rock Valley College