Lauren King Email & Phone Number

Cary, North Carolina, United States

● Creating and delivering training material for specialized areas of customer service.● Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.● Monitored metrics and developed actionable insights to improve efficiency and performance.● Provided detailed technical and operational direction in project challenges, consistently meeting deliverables according to deadlines.● Minimized resource and time losses by addressing employee or production issues directly and implementing timely solutions.● Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.● Implemented performance reviews and motivational strategies to elevate team results.● Motivated employees through special events, incentive programs, and constructive feedback.● Developed and initiated projects, managed costs and monitored performance.Modified and directed project plans to meet organizational needs.● Evaluated employee onboarding programs and presented strategic improvement recommendations to upper management.● Summarized all key information regarding investigation into detailed report for delivery to client.● Developed and monitored employee recognition programs.

● Modeled effective and constructive communication behaviors between department heads, low-level staff and senior leaders to improve cross-functional collaboration.● Collaborate with internal/external departments and companies to ensure efficiency of E-Commerce stores.● Identified areas in need of critical improvement and implemented strategies to achieve targets.● Design and deliver training material for specialized E-Commerce agents.● Supported department leadership in implementing new policies, procedures and controls.● Build comprehensive internal knowledge and processes around chargebacks, disputes and e-commerce fraud activity for our support teams.● Attended training programs to deepen professional skill set and assisted in training fellow associates on existing and new training programs.● Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity● Led projects by coordinating schedules, organizing resources and delegating work to meet deliverable and timeline requirements.● Be a key stakeholder and contact for teams across Ubisoft on the behavior of players coming through our support channels.

Cary, North Carolina

● Identify and escalate new issues according to established protocols● Act as subject matter expert for assigned areas of knowledge to assist with inquiries from team members● Working in the PayPal resolution center to manage disputes for company accounts● Evaluated diverse organizational systems to identify workflow, communication and resource utilization issues.● Created, prepared and delivered reports within SalesForce and Excel to various departments.

Cary, North Carolina

● Built a performance-oriented culture with satisfied, hardworking employees by clearly highlighting employee success and developing leaders from within.● Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.● Conducted routine inspections to check quality and compliance with established specifications.● Established effective employee schedules and delegated tasks to take advantage of individual abilities and meet expected demands.

Wake Forest

● Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.● Conducted routine inspections to check quality and compliance with established specifications.● Train employees on new/updates processes● Provide frontline service to all customers● Open and close store depending on work day needs

● Resolved a diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.● Used ticketing systems to manage and process support actions and requests.● Assisted customers in identifying issues and explained solutions to restore service and functionality.● Exceeding weekly metrics for customer satisfaction and workload productivity● Collaborated with supervisors to escalate and address customer inquiries or technical issues.

Information Technology

Game And Interactive Media Design