Chicago, IL
(555) 389-2390
Certificates
Add a skill
Skills
Responding Quickly
Time Management
Empathy
Communication
Authenticity
Guidance
Education
University of Illinois Urbana-Champaign
Chicago, Illinois
20102014
B.S. in Communications
GPA: 3.6
Certifications
Support Center Team Lead (HID SCTL), 2018
Certified Customer Service Manager (CCSM), 2015

Laura Ferrante

Lead Customer Support Representative with 5+ years of experience solving 30+ enterprise customer issues and improving overall customer satisfaction at a B2B SaaS company. Familiar with support software to organize the severity and spread of customer issues. Looking to lead customer service at a large B2B firm.
Work Experience

Customer Success Director, Property Capsule

Chicago, Illinois January 2017 Present
  • Lead customer success team at a real estate tech company serving an enterprise customerbase of large commercial real estate leasing firms.
  • Manage a team of 10+ Customer Service Representatives who support 120+ customers with onboarding and special requests to earn more business for the group.
  • Defined processes to manage customer service requests based on product verticals and improved request turnaround time by over 65%.
  • Increased efficiency of collecting and prioritizing customer requests by integrating support workflow software such as Zendesk.
  • Conducted performance evaluations to help team members advance in their job and career.
  • Advise senior management on customer service resolution metrics and customer pain points.
  • Develop, build and maintain customer relationships to maximize retention and ensure their problems are being solved.

Senior Customer Service Representative, PrivateStorage

Chicago, Illinois January 2015 January 2017
  • Assisted 30+ customers per month in making purchase decisions by understanding their storage needs and recommending storage solutions.
  • Welcomed customers in the storage facility and guided them in finding and using their space.
  • Collaborated with other team members to ensure the full customer support lifecycle is 100% covered on a daily basis.
  • Created e-surveys and increased the percentage of customers that give feedback to help calculate the Net Promoter Score and learn about improvements to the service.

Customer Service Representative, Waco Flooring Company

Chicago, Illinois November 2014 Jaunuary 2015
  • Directly interacted with 20+ online store customers daily over the phone, email, and chat to keep response time to a minimum in the queue
  • Resolved customer issues by following up on orders and answering product knowledge questions while staying up to date with product changes.
  • Assisted with pre-sales and post-sales support including processing returns, making changes to orders, and managing expectations.
  • Tracked and reported top customer complaints with information about frequency and severity using Excel spreadsheets.