Summary
Overview
Work History
Skills
Timeline
Generic

Laura Patterson

Saratoga,NSW

Summary

Proven leader in customer experience at Redsbaby, adept in cross-functional collaboration and CRM software, significantly enhanced customer satisfaction and loyalty. Spearheaded initiatives for process improvement and team development, driving revenue growth and operational efficiency. Excelled in data analytics and customer empathy, achieving remarkable service level enhancements.

Overview

8
8
years of professional experience

Work History

Customer Experience Manager

Redsbaby
05.2020 - Current
  • Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
  • Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
  • Conducted regular performance reviews with team members, fostering professional growth and development.
  • Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
  • Developed new employees and on-going performance assessment of current employees.
  • Cultivated a supportive team environment that encouraged open communication, collaboration, and continuous learning to drive exceptional performance outcomes.
  • Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
  • Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
  • Enhanced customer satisfaction by implementing a streamlined feedback system.
  • Performed duties and provided service in accordance with established operating procedures and company policies.
  • Established performance and service goals and held associates accountable for individual performance.
  • Analyzed sales trends to identify opportunities for upselling or cross-selling products, increasing revenue without sacrificing customer satisfaction.
  • Developed personalized solutions for customers, resulting in increased loyalty and repeat business.
  • Spearheaded a process improvement project that identified inefficiencies within current workflows; implemented changes resulting in reduced handling time for customer inquiries.
  • Established cross-functional teams for improved communication between departments and better customer experiences.
  • Championed a company-wide initiative focused on creating exceptional experiences at every touchpoint throughout the buyer''s journey – from initial contact to post-sale support.
  • Streamlined internal processes for more efficient issue resolution, reducing overall case volume while maintaining high-quality service levels.
  • Reduced response time to customer inquiries by optimizing support channels.
  • Collaborated with marketing teams to align messaging and promotions with customer needs and expectations.
  • Coordinated closely with product development teams to incorporate user feedback into future releases, enhancing overall product offering and satisfying customers'' evolving needs.
  • Led the creation of knowledge base articles and FAQs that addressed commonly-faced challenges faced by customers, enabling them to quickly find answers independently when needed.
  • Collaborated with finance department on invoicing accuracy for applicable products, services, software, and logistics.

Customer Care Team Leader

Redsbaby
05.2019 - 05.2020
  • Enhanced customer satisfaction by promptly addressing concerns and providing effective solutions.
  • Championed change initiatives within the department that led to increased employee engagement scores while improving overall workplace morale.
  • Managed difficult situations involving upset customers, achieving satisfactory resolutions while maintaining professionalism at all times.
  • Revamped outdated policies and procedures to align with industry best practices, ensuring regulatory compliance across the board.
  • Established clear expectations for staff behaviour by creating an environment that emphasized accountability, integrity, and respect in all interactions both internally and externally.
  • Coordinated cross-functional teams to resolve complex customer issues efficiently and effectively.

Customer Care Representative

Redsbaby
05.2016 - 05.2018
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Managed high call volume with exceptional professionalism and efficiency.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Assisted call-in customers with questions and orders.
  • Maintained a high level of product knowledge to provide accurate information and support to customers.
  • Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
  • Navigated multiple computer systems and applications to find information.

Skills

  • Cross-Functional Collaboration
  • Customer Empathy
  • Data Analytics
  • Account Management
  • Training programs
  • Program Improvement
  • Proficient in Zendesk/Gorgias
  • CRM software proficiency

Timeline

Customer Experience Manager

Redsbaby
05.2020 - Current

Customer Care Team Leader

Redsbaby
05.2019 - 05.2020

Customer Care Representative

Redsbaby
05.2016 - 05.2018

Similar Profiles

CREATE PROFILE
Laura Patterson