Laura Stolp
Los Angeles
Summary
Professional with proven expertise in customer support, adept at resolving issues efficiently and enhancing client satisfaction. Strong collaborator who thrives in team environments and adapts readily to changing demands. Skilled in communication, problem-solving, and using CRM software to deliver impactful results. Known for reliability and results-driven approach, ensuring high standards are consistently met.
Overview
12
12
years of professional experience
Work History
Customer Support Specialist
PaymentCloud
08.2022 - Current
- File Building, Data Entry and Administrative duties
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Collaborated with sales teams to identify opportunities, up-sell products, and exceed targets.
- Coordinated efforts between departments for seamless communication regarding customer concerns or requests.
- Promoted a positive work environment through effective collaboration with colleagues while also demonstrating leadership in mentoring and coaching new hires.
- Boosted customer satisfaction by promptly addressing inquiries and resolving issues.
- Developed and maintained relationships with key accounts and existing customers.
- Managed customer accounts, responding to inquiries and resolving customer service issues
- Helped cultivate and maintain business relationships by professionally handling partner and customer needs.
Public Relations Manager
This Generation PR
01.2020 - 09.2021
- Planned and executed successful PR events, ensuring positive exposure for the organization.
- Managed internal, external, and crisis communications.
- Implemented social media campaigns that complemented traditional PR efforts, extending the reach of the brand message.
- Drafted and edited content for organizational publications.
- Built strong relationships with key media contacts, resulting in increased press opportunities.
- Secured media coverage for company news and events, increasing brand visibility.
- Assisted in the design and creation of campaign e-mail invitations, articles and marketing videos.
- Collaborated with media to encourage company and product coverage and promote brand mission and values.
- Developed innovative marketing and PR strategies.
- Aligned projects and daily activities with company vision, strategies and tactics.
- Coordinated press releases and handled press inquiries
Customer Experience Manager
MBNA/ Bank of America
07.2013 - 08.2019
- Drove a culture of continuous improvement by encouraging employee feedback and implementing changes as needed.
- Streamlined operations processes for increased efficiency and enhanced customer experiences.
- Improved customer satisfaction ratings by implementing new training programs for staff.
- Facilitated change management initiatives, ensuring smooth transitions during organizational restructuring efforts or process overhauls.
- Conducted regular audits of internal processes to maintain compliance with regulatory requirements.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Reported issues to higher management with great detail.
- Analyzed trends and provided recommendations to management regarding quality of service such as speed of resolution.
- Monitored performance metrics such as customer experience surveys to increase customer satisfaction scores.
- Offered direction and gave constructive feedback to motivate team members.
- Collaborated with internal stakeholders to close gaps and improve customer experience.
- Collaborated with team members to develop and execute initiatives aimed at improving overall customer experience.
- Analyzed data on customer interactions to identify trends and areas for improvement, leading to increased customer loyalty.
Education
BA - English Literature
John Moores University
01.2014
Skills
- Problem-solving
- Payment processing
- Time management
- Multitasking and organization
- Customer service excellence
- Customer relationship management (CRM)
- Data entry
- Ticket management
- Quality assurance
- Product knowledge
Timeline
Customer Support Specialist
PaymentCloud
08.2022 - Current
Public Relations Manager
This Generation PR
01.2020 - 09.2021
Customer Experience Manager
MBNA/ Bank of America
07.2013 - 08.2019
BA - English Literature
John Moores University
Similar Profiles
Richard McCauslandRichard McCausland
Senior Account Executive at PaymentCloudSenior Account Executive at PaymentCloud
Blake WordBlake Word
Client Relations Manager at PaymentCloudClient Relations Manager at PaymentCloud
Melissa OienMelissa Oien
Channel Partnership Manager at Electronic Merchant Systems/PaymentCloudChannel Partnership Manager at Electronic Merchant Systems/PaymentCloud
Malasha SmithMalasha Smith
NA at Starbucks, BaristaNA at Starbucks, Barista
Deshawn DuncanDeshawn Duncan
Camp Counselor at Camp Ubuntu/Harold Robinson FoundationCamp Counselor at Camp Ubuntu/Harold Robinson Foundation