Laura Gohl Email & Phone Number

Brooklyn, Ny, Us

Brooklyn, Ny, Us

Brooklyn, Ny, Us

- Supervise and guides data team, customer success agents, quality assurance staff, and operations.- Work with engineers as a Project Manager to troubleshoot internal product/system issues and test new features/products prior to release.- Train and develop employees in effort to contribute to overall professional growth.- Review customer interactions and activity reports to identify and address concerns.- Field customer complaints and rectified service issues.- Monitor product trends and suggested changes.- Complete various financial and quality audits for different departments.- Direct production, performance and quality objectives across multiple departments to keep team aligned with company goals.- Manage company onboarding processes, interviewing and selecting new personnel and cultivating teamwork and technical proficiency in training.- Review standard operating procedures or quality assurance manuals to refine production processes or update for conformity to new regulations or policies.- Leverage industry-specific knowledge and abilities to identify solutions to issues and diminish conflicts.

Colorado Springs, Us

- Founded business, led startup and creation of operational procedures and workflow planning.- Promoted business on social media platforms to maximize brand identity and generate revenue.- Developed and implemented successful sales strategies to meet business goals.- Enhanced operational performance by developing effective business strategies, systems and procedures.- Utilized research to create actionable go-to-market strategy.- Eliminated company bottlenecks, reduced financial obstacles and addressed work constraints to promote overall growth.- Monitored business trend forecasts and adjusted budgets and operational plans to maximize growth and opportunities.

- Maintained policy, procedures, work instructions and projects for quality and continuous improvement agendas.- Promoted company in maintaining work environment focused on quality, communication, collaboration, integration and teamwork.- Recommended improvements to systems and procedures for increased productivity.- Implemented internal auditing practices to create company standards.- Monitored completed work and provided feedback to improve team member performance.- Contributed to business growth by confirming customer satisfaction with service and quality.- Identified quality trends to investigate system flaws, process inefficiencies and training needs.- Produced thorough reports detailing findings and proposed recommendations.- Streamlined processes, increasing efficiency and consistency to support quality initiatives.- Created and revised SOPs and training materials.

Miami, Fl, Us

Started out as level 1-2 support, then was promoted to Quality Assurance Supervisor 8 months later and promoted to Team Manager for the USPS Help Desk 2 months after that.Management responsibilities included: • recruiting, interviewing and hiring over 70 agents. • providing front line supervision to Customer Service Professionals ensuring proper training, support, and customer service were supplied.• promoting professional and personal development of individual team members by administering performance evaluations, training needs, progressive disciplinary actions, and career opportunity programs• providing information to customer inquiries regarding products and services by utilizing a variety of resources• making judgments, recommendations, and decisions regarding various options and legal issues involved• resolving issues by assessing customer needs, gathering information from dealer, and offering alternatives or solutions• negotiating, mediating, and arbitrating between customers and dealers in order to resolve issues and meet customer and client expectations• providing advanced troubleshooting and extensive research to resolve issues regarding products and customer inquiries, document orders, changes, and other information regarding customer accounts to ensure accuracy and quality of service• learning and maintaining extensive knowledge of client philosophy and service processes to ensure quality customer service.- developing training curriculum and teaching newly hired agents on the Agilent and on semiconductor service desks. Also responsible for training all agents on new processes and products as needed. Monitored agents’ calls to identify coaching needs and holes in processes and training. Provided feedback to agents, coached as necessary and recognized outstanding agents.- Successfully raised the percentages and met all service level agreements while managing the USPS desk.- Reason for departure: maternity/medical leave.

Fort Smith, Arkansas, Us

- Improved production by 20% & earned the Diamond Award several times for collections- Operational responsibilities: routing, city dispatch, use of several software and intranet programs, manifesting of all paperwork- Also recognized for greatly improving and managing quality of operations and customer service- Customer service tasks: tracing, set appointments, sales work, quote shipments & discuss pricing tariffs, OS&D, freight claims and general customer service- Management duties: schedule appropriate labor, discipline, payroll, monitor the city, shuttle and line haul drivers, supervise clerks, accounts receivable (including collections,) production and quality reports, equipment maintenance & keep communication between the other 290 terminals efficient- Learned & trained others on the company’s own intranet & Q-Net systems, assembled 2 comprehensive training manuals