Lauren Figliola Email & Phone Number

Remote

- Responsible for delivering exceptional support and service to clients.- Strong problem-solving skills to help clients rectify technical issues. - Deep understanding of the Advarra/Longboat Products. - Empathizing with clients to resolve problems effectively. - Providing expert product support to clients via email. - Troubleshooting and resolving technical issues promptly and efficiently.- Guide clients through product features and functionalities- Document and escalate complex issues to appropriate teams.- Collaborating with other teams to address and resolve product-related concernscreate and update support documentation.- Report on support metrics.- Stay current on product updates, industry trends, and best practices.- I am creating onboarding material for new team members.- Independently working during off-team hours.- Experience with Slack, Jira, Zendesk, Microsoft Excel, and Microsoft suites. Sharepoint,

Remote

Remote

- Research and resolve Tier II client issues in cooperation with technical, sales, and accounting office partners.- Troubleshoot a variety of technical issues with listings, lead delivery, and third-party integrations.- Analyze advertising performance and recommend strategic adjustments.- Proactively contact at-risk customers to find ways to improve performance for them.- Directly contribute to the development and expansion of the client service strategy.- Created training materials for our interns - Distribution of tickets in a queue to myself and 4 other departments.- Created spreadsheets in Excel for weekly team meetings evaluating all of our team's metrics and made suggestions on bettering the metrics as a team and individually. - Working closely with our billing department to make sure that invoices were correct and going out in a timely manner.- I have hit my KPIs Quarter after Quarter, including a CSAT score of the highest number for the last 12 months.

Stamford, Connecticut

- As an Indeed Product Expert, I quickly resolve Clients questions to enable Client success- Client interactions include a detailed discussion of the entire Indeed workflow- Facilitated communication between Client Services and Sales counterparts resultinginsignificant Client retention and positive feedback from Clients- Achieved consistently high-ranking internal service metrics as tracked by Indeed’sservice center- Collaborate with Product, Operations, Quality, and Aggregation teams to troubleshootproblems, improve processes, and ensure client satisfaction. This internal collaboration has resulted in over a 90% Client retention for those accounts under my responsibility- Working in a team-centric service center environment, where continuous learning is part of day-to-day responsibility, achieved recognition from Indeed’s CEO as part of employee involvement recognition related to Indeed’s COVID response- Utilize all areas of communication, live channels, chat, phones, and emails to present a fully functional service experience for Customers under my responsibility- Assist, as requested by sales representatives, with advertisement design and messaging, hiring event logistics, and other Client facing activities- Working with application tracking systems, aggregate jobs from external job sites to Indeed site to enable a one-stop job board- Assist with Indeed’s engagement team in planning and execution of internal activities

Waterbury, Connecticut, United States

- Communicate with new and prospective online students via outbound and inbound call contact, email, and chat to help potential students with their College selection process Achieved top-performing counselor for four quarters- Guide prospective students through Post University's admissions processes by clearly communicating program requirements, transfer credits, payment options, time commitment, technology requirements, and student support services.- Introduce new students to the Universities online classroom.- Work with a cross-functional admissions team to ensure student success to all services provided by the University- Maintain accurate records of student information working within legal guidelines and laws for student confidentiality