Laura Balrig

• Support National Accounts by managing customer inquiries and coordinating service operations for commercial food equipment customers nationwide. • Manage inbound service requests by ensuring accurate documentation, proper routing, scheduling coordination, and compliance with established service procedures. • Coordinate communication between customers, branch offices, field technicians, and third-party service providers to support timely service resolution. • Provide dispatch support by assisting with service coordination, field notifications, follow-up communication, and operational tracking. • Maintain accurate information across scheduling and service systems while ensuring customer and account records remain current. • Identify operational gaps and collaborate with internal teams to improve workflows, communication, and service consistency. • Assist with onboarding and training new team members by providing process guidance and system support. • Participate in projects focused on improving operational efficiency and customer experience.

• Supported complex client relationships for a global leader in consumer and business credit reporting and marketing services. • Managed client inquiries, billing adjustments, purchase order corrections, account maintenance, and documentation requirements. • Partnered with internal departments and customer-facing teams to resolve escalated issues and ensure client satisfaction. • Reviewed processes and identified opportunities to improve accuracy, efficiency, and customer experience. • Maintained detailed CRM records, client documentation, and operational reporting. • Assisted with onboarding activities, training materials, and knowledge documentation for new team members. • Managed multiple priorities while maintaining quality, compliance, and service standards.

• Led daily client support operations, including team performance, customer escalations, training, quality assurance, and workflow management. • Managed and coached customer support staff while promoting service excellence and operational consistency. • Partnered with executive leadership and sales teams to address client concerns and improve customer retention. • Developed processes and procedures that improved efficiency, documentation accuracy, and team performance. • Monitored service metrics, analyzed trends, and implemented improvements to enhance customer satisfaction. • Oversaw onboarding, employee development, performance feedback, and ongoing training initiatives. • Supported account management activities including client communication, reporting, and issue resolution.

- Progressed through multiple customer support and leadership roles supporting sales, account management, service operations, and customer relationships. - Managed customer inquiries, account issues, documentation, order support, and internal coordination. - Provided training, quality support, and process improvements to enhance customer service delivery.

Credit, Security & Data Protection Training

Experian

Six Sigma Program Participant

Experian