Lauren Baker Email & Phone Number

• Coached and mentored agents in the Member Care Center, providing performance feedback as needed.
• Supported leadership and staff in order to ensure superior customer service was achieved.
• Handled escalated member issues by overcoming obstacles, finding creative options, and offering resolutions.
• Responded to member inquiries via secure email.
• Responded to after-hours member call back requests.
• Collaborated with management and leadership on completion of regularly recurring or special projects.

Greater Atlanta Area

• Provided members with product and service information.
• Handled member inquires, including but not limited to, balance, checking accounts, check card, deposit, loan products, online banking, and general account management.
• Out of many candidates, selected to assist, mentor, and train new agents.
• Assisted a high volume of members each day through the phone channel with consistent Quality Assurance scores of 95 and above.
• Developed and enhanced Delta Community Credit Union relationships by providing exceptions, member centered service.
• Effectively communicated Delta Community's mission and benefits to potential members.

Douglasville, Georgia

• Oversaw daily office operations for a staff of 15+ members of personnel including but not limited to maintaining timesheets, overtime, time off requests, and scheduling
• Thoroughly trained newly hired personnel for Program Associate position vacancy
• Answered all incoming phone calls on multiple line system for a high volume office; referred clients to appropriate personnel or resources if needed
• Promptly and courteously greeted clients; actively listened to client’s needs; asked questions to determine best method for managing client needs
• Consistently met or exceeded deadlines on all projects and tasksKey Accomplishments:
• Collaborated with peers to create a quarterly district newsletter which was sent out to approximately 75-100 people to read in 4 different offices/counties.

Athens, Georgia

• Promptly and courteously greeted customers; actively listened to customer’s needs; asked questions to determine best product(s) for customers; explained product features to customers; answered all customer questions.
• Processed cash, credit, and debit sales transactions using store cash register system; ensuring accurate balance.
• Consistently exceeded sales goals by utilizing strong interpersonal skills and excellent customer service practices.
• Effectively mentored and trained new team members on a regular basis on multiple areas including but not limited to sales, inventory, order placement and coffee shop procedures.
• Successfully conducted opening and closing procedures always exhibiting reliability and punctuality.Key Accomplishments:
• Consistently had the most member sign ups of all store personnel.

Assisted in creating content for website -Photographed concerts for use on website -Interviewed artists and musicians for use on website -Effectively used social media for marketing purposes

Athens, Georgia

• Collaborated effectively with multiple individuals on event planning for nationally recognized comedy acts and concerts at University of Georgia’s Athens campus.
• Developed appealing marketing materials to promote all events in order to ensure large audience numbers.
• Photographed concerts and other events for use on the university website.
• Successfully managed events within the constraints of a tight budget and strict time deadlines. Key Accomplishments:
• Nationally recognized acts secured for events included but were not limited to Ludacris, T-Pain, Little Big Town, Butch Walker, Andrew Jenks, and Daniel Tosh.

• Co-creator of digital magazine/website which showcased band member interviews, album reviews, and music headlines.
• Used social media marketing to gain thousands of followers.

Front End Web Development, 4.0

HTML Basics | CSS Basics | Advanced CSS | Page Layout | HTML/CSS Lab | Introduction to Programming | JavaScript Basics (Variables.

Speech Communication, Communication And Media Studies

Activities and Societies: University Union Student Programming Board: Concert Photographer and Event Planner

Bachelor Of Arts, Speech Communication