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.

• 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.

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