Lauren Lobo

Experience

• 

  McAlister's Deli

  Oct 2014 - Oct 2015

  Waitress and Prep Specialist

  Welcomed customers into the restaurant with a warm greeting and ready-to-serve attitude. Took orders and delivered food to tables. Before opening, prepared bread for sandwiches, baked fresh cookies, cut fresh lettuce for salads, and cut fresh fruit and vegetables. Prepped all tea stations. Set up cash drawers and POS systems before the lunch rush. Cleaned dishes and silverware to ensure a hygienic dining experience.• Known for quick performance, vital to productivity and premier customer service in an extremely busy restaurant Show less

• 

  ANKLE & FOOT CENTER OF TAMPA BAY PA

  Oct 2015 - Jan 2017

  Medical Receptionist / Medical Assistant

  Greeted and checked-in new and established patients with the three podiatrists. Updated their virtual profiles. Set up medical procedures, took x-rays and verified medical insurance policies.• Praised for accuracy and for being a quick learner in an environment requiring attention to confidential details• Experienced in dealing with ICD-9 and ICD-10 codes for medical billing• Experienced in using Aprima PR system for patient tracking and scheduling

• 

  Capital One

  Jan 2017 - Aug 2023

  Assist agents with handling escalated or complex customer calls, responding with creative solutions to create value for both our customers and organization. Coach agents to improve performance; identify training needs and plan training sessions. Record metrics and prepare reports for management. Listen to calls to improve quality, minimize errors and track operative performance. Serve as liaison between supervisors and team leaders to gather information and resolve issues. - Exceeding KPI metric goals.- Chosen by the Fraud Department of Operations agents to receive an outstanding award for Top 5% for support teams for Q2 2022.- Selected by leadership to create and present training decks for nearly 200 new hires that covered details not provided in the initial company training.- Sought out by leadership to facilitate a pilot to cross train dispute resolution agents on fraud resolution tasks.- Chosen by senior leadership to build and facilitate training that ultimately stopped the team that assists high value customers from erroneously transferring calls to the fraud department.- Selected by management to oversee Agent Allies (agents who coach other agents), handling scheduling, providing feedback and coaching to Agent Allies.- Partnered with other lines of business (High Value Elite, Fraud Intent, Fraud Supervisor Team, Fraud Account Management, AML department, Fraud Resolutions department) to ensure our processes and policies were aligned.- Led a small group of Senior Frontline Specialists who reviewed agent customer satisfaction surveys to determine how our full team could improve service to those agents.- Led an effort to improve team morale as Capital One call centers transitioned to a virtual environment. Also planned and executed team quarterly innings/outings for that purpose.- Selected by senior leadership to review training materials for new hire classes for frontline fraud agents to provide updates on changes in the policies and procedures. Show less Promoted to an elite high-touch service team that services the Super Spender Small Business customer, who spends $250K+ annually on their Capital One card. Handle customer concerns from beginning to end. Partner with underwriting to expedite credit increases, handle expedited release of payments, respond to fraud and dispute concerns, and handle direct communication with the customer. Advocate on the customer’s behalf with merchants, banks, and vendors. Assist with business accounting needs throughout the year. • Chosen to be a Fraud SME and to lead the marketing of the launch of this position.• Selected to coach agents who received detractors.• Conducted side-by-sides with Intent team members from Virginia to teach them about how Spark Elite operates.• Conducted side-by-sides with Capital One Relationship Managers to teach them how the call center process works with customers.• Asked to set up team meetings and handle team communications. Show less Research and analyze claims from card holders to determine if fraud has occurred. If it has, file report of fraud and facilitate customer in obtaining a new card and recover from the incident.• Received a ROAR award for top 10% in performance metrics for quarter 2, out of 300 people in the department• Achieved FDO’s Finest in December of 2017• Selected by manager as team captain, assisted by conducting new hire side-by-sides/coaching to share knowledge and best practices• Rated “very strong” on my first year of working in a call center – very quick / adaptable learner Show less

  • Sr. Frontline Specialist

    Nov 2019 - Aug 2023

  • Senior Customer Service Coordinator

    Nov 2018 - Dec 2019

  • Fraud Intake Coordinator

    Jan 2017 - Nov 2018
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  Hurricane IT Solutions

  Nov 2023 - now

  As a technical support supervisor for Hurricane IT Solutions, I oversee a team of support technicians, ensuring they provide efficient and effective assistance to clients. I manage escalated technical issues, coordinate troubleshooting efforts, and guide my team in resolving complex IT problems. My role involves monitoring performance, implementing best practices, and maintaining high standards of customer service. Additionally, I collaborate with other departments to improve processes, ensure smooth operations, and contribute to the overall success of the company’s IT support services. Show less Providing first-level technical support to users, addressing and resolving hardware, software, and network issues. This involves troubleshooting problems, answering queries, and guiding users through step-by-step solutions.Performing routine maintenance on computer systems, including updating software, applying patches, and managing backups. Ensuring that all systems are running efficiently and securely.Assisting in the management and monitoring of the organization’s network infrastructure. This includes configuring network devices, monitoring network performance, and resolving connectivity issues.Conducting training sessions for staff on how to use new software applications and hardware. Creating user manuals and documentation to support ongoing education and ease of use.Keeping track of IT equipment and software licenses. Managing procurement, installation, and inventory of hardware and software assets.Implementing and maintaining security protocols to protect the organization’s data and IT infrastructure. This includes managing firewalls, antivirus software, and data encryption.Coordinating with external vendors for the procurement of IT equipment and services. Ensuring timely delivery and installation of purchased items.Supporting IT projects by providing necessary technical assistance. This could involve setting up new systems, migrating data, or assisting in the rollout of new software.Maintaining detailed records of IT issues, solutions, and maintenance activities. Generating reports on system performance, user incidents, and other IT-related metrics.Ensuring that the organization’s IT practices comply with relevant standards and regulations. Keeping up to date with industry best practices and implementing them where applicable. Show less

  • Technical Support Supervisor

    Jul 2024 - now

  • IT Coordinator

    Nov 2023 - now