Lauren Owen
Oldham
Summary
Dedicated professional with expertise in customer service and troubleshooting proficiency, adept at handling purchase orders and conducting customer needs analysis. Demonstrates strong communication skills and active listening to effectively address client concerns, ensuring satisfaction and loyalty. Proficient in Microsoft Office, with a proven ability to multi-task and solve problems efficiently.
Overview
13
13
years of professional experience
7
7
years of post-secondary education
Work history
Bookkeeper
Norris Scaffolding Services Ltd
Middleton, Greater Manchester
2024.06 - 2026.02
- Maintained accurate books for clear financial visibility.
- Kept a record of business expenses, assisted in expense reduction strategies.
- Processed invoices promptly, enabled swift payment processing.
- Organised supplier payments punctually to sustain good business relationships.
- Streamlined office operations by implementing efficient administrative procedures.
- Handled sensitive information discreetly, maintaining confidentiality at all times as required by protocol.
- Used accounting software proficiently, simplified complex calculations and reporting requirements.
- Matched purchase orders with invoices and recorded necessary information.
Retail sales associate
Bodycare
Rochdale, Greater Manchester
2022.10 - 2024.06
- Engaged customers through active listening and effective communication.
- Supported efficient checkout processes, minimising customer wait times.
- Assisted team members in maintaining smooth store operations.
- Adhered to company policies during interactions with customers and colleagues.
- Guided customers in product selection based on individual preferences.
- Performed inventory checks to verify stock levels.
- Processed cash transactions accurately, ensuring financial integrity.
- Kept sales floor organised to improve shopping experience.
- Enhanced store reputation by delivering exceptional customer service.
- Educated customers on product features to facilitate informed purchases.
- Operated cash registers with accuracy and processed cash and card transactions.
IT Service Desk Operator
Darwen Aldridge Community Academy
Darwen, Lancashire
2013.05 - 2022.07
- Used troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls/contacts.
- Assisted customers by remotely diagnosing problems and providing resolutions for technical and service-related issues.
- Manage receiving complex and sensitive information from Trust users appropriately in accordance with IT and Trust procedures.
- Advised/educated customers within procedural guidelines to ensure a complete solution to their technical or service questions.
- Talked users through solutions over the telephone and/or remote support.
- Escalated more complex customer technical issues to senior-level support.
- Managing technician's workload on Freshdesk to ensure clients are satisfied with their service.
- Able to simultaneously support numerous customer bases with a separate policy, procedural, and ticketing requirements.
- Procurement of IT equipment, which includes, resourcing, identifying & negotiating with IT vendors to supply the school and achieve savings for the department. Making sure all invoices are put on the system ensuring swift payment.
- Kept abreast of rapidly evolving technology to provide knowledgeable customer support regarding latest product lines and service updates.
- Addressed customer service enquiries quickly and accurately.
- Dealt with user requests and issues related to computer systems, software and hardware, ensured uninterrupted business operations.
- Handled sensitive information responsibly adhering strictly to data protection regulations.
- Documented all service desk interactions in detail, provided transparency in operations.
- Managed multiple priorities effectively under pressure, ensured timely completion of tasks.
Education
Extended Diploma - Travel & Tourism (BTEC)
Runshaw College
Leyland, Lancashire 2013.09 - 2015.05
10 GCSEs - Including Maths, English And Science
Parklands High School
2009.09 - 2015.06
Skills
- Microsoft Office
- Communication skills
- Customer needs analysis
- Telephone demeanour
- Multi-tasking
- Active listening
- Problem-solving
- Customer service
- Troubleshooting proficiency
- Product knowledge
- Purchase orders handling
Affiliations
- Travel
- Football
- Shopping
- Outdoor activities
References
References available upon request.
Timeline
Bookkeeper
Norris Scaffolding Services Ltd
2024.06 - 2026.02
Retail sales associate
Bodycare
2022.10 - 2024.06
Extended Diploma - Travel & Tourism (BTEC)
Runshaw College
2013.09 - 2015.05
IT Service Desk Operator
Darwen Aldridge Community Academy
2013.05 - 2022.07
10 GCSEs - Including Maths, English And Science
Parklands High School
2009.09 - 2015.06