Lauren Jassmann

Detail-oriented Customer Service Specialist with over 10 years of experience in retail and service industries. Proven ability to resolve high-volume customer inquiries, troubleshoot issues across multiple systems, and drive sales through product knowledge and personalized recommendations. Adept at multitasking in fast-paced environments and collaborating with virtual teams. Committed to delivering exceptional customer experiences and contributing to operational efficiency.

Customer Service Specialist at Nordstrom (2020-10 – 2021-03)

• Managed complex customer inquiries via phone and chat to ensure a high-quality customer experience and successful product resolution.
• Operated efficiently within a fast-paced remote contact center environment utilizing VoIP systems to maintain consistent service levels.
• Diagnosed and resolved a high volume of technical and account issues by navigating Zoho and internal order management systems.
• Synthesized customer data across phone, chat and email channels into Zoho CRM to ensure accurate record-keeping and support continuity.
• Mentored new team members on system navigation and support protocols to improve overall team efficiency.

Spa Attendant at El Monte Sagrado (2017-05 – 2020-03)

• Greeted guests when necessary and handled questions and inquiries.
• Collaborated across hospitality departments to improve operational efficiency and guest satisfaction.
• Managed facility maintenance standards to ensure a premium environment for guest experiences.
• Perform basic housekeeping duties such as washing and cleaning laundry, cleaning bathrooms, emptying trash and restocking linens.

Customer Service Manager at Scope Technologies, Inc. (2014-05 – 2016-10)

• Attracted potential customers by effectively addressing product and service inquiries and recommending complementary offerings.
• Established new customer accounts by accurately recording necessary information.
• Maintained customer records through diligent updates of account details.
• Resolved product or service issues by clarifying customer complaints, identifying root causes, and implementing optimal solutions, ensuring timely corrections and follow-up.
• Managed financial accounts by processing customer adjustments accurately.
• Provided actionable insights to management regarding potential product or service enhancements by analyzing customer needs and collecting relevant data.
• Generated comprehensive product or service reports by collecting and analyzing customer information.

Assistant Manager at Urban Outfitters (2012-09 – 2013-10)

• Assisted the Department Manager with daily operations and tasks within the retail environment.
• Assumed full responsibility of the Department Manager during their absence.
• Provided expert customer guidance on product location, brand knowledge, and promotional merchandise.
• Ensured timely placement and stocking of all newly received shipments throughout the week.
• Fostered a motivated staff and positive work environment through effective use of the daily communication log.

Accessories Associate at Nordstrom (2011-11 – 2012-09)

• Delivered exceptional customer service by offering personalized styling suggestions for handbags, jewelry, and cosmetics.
• Organized the department to present merchandise in an appealing and inviting manner.
• Educated customers on product materials and fabric properties.
• Collaborated with team members to execute essential tasks such as merchandising, floor set changes, and stocking.

Bachelor of Arts in Retail Management – Art Institute of Colorado