Lauren Courtis
Melbourne,VIC
Summary
Committed to promoting the highest standards and company values, I am an experienced Customer Service Manager who constantly strives to exceed expectations, balancing business needs, whilst keeping customers and staff at the forefront of the operation. With strong interpersonal skills and leadership qualities, I build effective relationships with key stakeholders to achieve business strategies. I have a passion for process improvement, thriving on building teams and working collaboratively to achieve both short term and long-term objectives. Ability to lead teams and coordinate innovations, as well as recognized to troubleshoot problems through detailed analysis and intelligent solutions.
Overview
18
18
years of professional experience
Work History
Customer Service Manager
Armstrong Flooring
11.2023 - Current
- Champion a customer-first culture by proactively identifying opportunities to enhance the customer experience and satisfaction.
- Managed daily operational performance, identifying issues early, and implementing timely resolutions to maintain service standards and customer satisfaction.
- Handled all complaints and escalations to deliver timely resolutions.
- Cross-functional collaboration with Sales, Supply Chain, Production, and Finance to deliver customer-centric business improvements.
- Grow relationships with key customers, and manage large-scale projects.
- Ongoing process review to improve efficiency and minimize touchpoints.
- Led the successful migration of systems with tight time frames and low resources.
National Operations Manager
Helloworld; Viva & Sunlover Holidays
01.2021 - 02.2023
- Successfully led teams through highly complex, fast-changing operational environments, ensuring continuity of service, and rapid return to BAU.
- Handled all complaints and escalations.
- Supported other areas of the business, finance, and refunds to mitigate stakeholder impacts. Change managed the new operating system telephony platform across four national and one internal site.
- Built and refined KPIs to uplift performance and enhance the end-to-end customer experience across multiple teams.
- Established a new recruitment process.
- Provided confidential reports for payment authorizations to the CEO, demonstrating a high level of trust.
- Delivered new services under extreme constraints (24/7 service built in 72 hours), showcasing the ability to manage tightly time-framed projects, with limited resources.
Senior Team Leader
Qantas and Viva Holidays
04.2020 - 01.2021
- Reduced refunds from over 10,000 to under 10 during covid crisis.
- Worked with the CEO of helloworld to provide, investigate and resolve internal company discrepancies.
- Manage and support team members whilst all leadership was stood down
Team Leader
Qantas and Viva Holidays
03.2010 - 03.2021
- Lead the USA team to exceed budget expectations
- Introduced to complex product, creating processes and procedures
- Built strong relationships with key external suppliers
- Empowering, developing and supporting staff with the skills to achieve targets/goals set, development and career progression
- One of four team members selected to cover 24/7 operation.
Reservations Consultant
Qantas and Viva Holidays
01.2008 - 03.2021
Education
Diploma - Leadership And Management
Corner Stone
01-2019
Diploma - Travel And Tourism
Jetset Travel Academy
01-2007
Skills
- Strong leadership & performance management
- Complaint resolution
- Customer-centric Leadership
- Cross-Functional Collaboration
- Balanced multi-tasker
- Ability to learn on the fly
- Systems and Technology proficient
- Adaptable
- Process reengineering
- Data Management
- Strong work ethic, dedication and professionalism
- Personal attributes: Integrity, Leadership, team work, attention to detail, organisational skills, engagement, honesty
- Exceptional interpersonal communication
Timeline
Customer Service Manager
Armstrong Flooring
11.2023 - Current
National Operations Manager
Helloworld; Viva & Sunlover Holidays
01.2021 - 02.2023
Senior Team Leader
Qantas and Viva Holidays
04.2020 - 01.2021
Team Leader
Qantas and Viva Holidays
03.2010 - 03.2021
Reservations Consultant
Qantas and Viva Holidays
01.2008 - 03.2021
Diploma - Leadership And Management
Corner Stone
Diploma - Travel And Tourism
Jetset Travel Academy