Laura McLaren
Prince George,British Columbia
Summary
Dynamic and results-oriented professional with a proven track record at TELUS Communications, excelling in high-volume customer service environments. Expert in multitasking and time management, with a typing speed of 60 WPM. Demonstrated ability to enhance team performance and customer satisfaction through effective problem-solving and exceptional phone etiquette. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
21
21
years of professional experience
Work History
Customer Service Representative
TELUS Communications
Prince George
06.2015 - 05.2024
- Worked on the Ambassadors Team where we communicated with Active and Retired TELUS Employees by email and phone, assisting with their employee discount, and providing billing and account assistance.
- Answered constant flow of customer calls with minimal wait times.
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Store Manager
STARBUCKS COFFEE COMPANY
Prince George, BC
09.2010 - 10.2013
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Assisted with hiring, training and mentoring new staff members.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
Shift Manager
McDonald's Restaurant
Prince George
10.2003 - 09.2010
- Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
- Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
- Trained and mentored new employees to maximize team performance.
- Improved overall team performance by effectively delegating tasks and providing clear instructions.
- Supervised employees and oversaw quality compliance with company standards for food and services.
- Oversaw loading and unloading of packages in warehouse.
Education
2 Years Completed Coursework English Studies - English
College of New Caledonia
Prince George, BC1 Year Completed Coursework English Studies - English
University of Northern British Columbia
Prince George, BCExcel Level 1
College of New Caledonia
Prince George, BCHigh School Diploma -
Kelly Road Secondary School
Prince George, BC06.2004
Skills
Strong Organization
Phone Etiquette
Typing Speed 60 WPM
Multitasking and Time Management
Customer Service
Fast Learner
Data Entry
Confidentiality and Data Protection
High Volume Phone Inquiries
References
References available upon request.
Timeline
Customer Service Representative
TELUS Communications
06.2015 - 05.2024
Store Manager
STARBUCKS COFFEE COMPANY
09.2010 - 10.2013
Shift Manager
McDonald's Restaurant
10.2003 - 09.2010
2 Years Completed Coursework English Studies - English
College of New Caledonia
1 Year Completed Coursework English Studies - English
University of Northern British Columbia
Excel Level 1
College of New Caledonia
High School Diploma -
Kelly Road Secondary School