LAURA EASON

2031 Wolf Mill Dr, Raleigh NC 27603 | 919.333.6527 | laurabe87@gmail.com

Experienced service-driven hospitality / customer service / support professional adept at working effectively across multiple industries thanks to a solid customer first approach. Education: The Medical Arts Massage School Raleigh, NC Jan 2012-May 2013

Certified in Chair Massage, Neuromuscular Therapy, and Reflexology. Additional areas of focus include Swedish, Deep Tissue, Trigger Point, and Sports Massage Volunteer Student Reflexologist at AMTA 2012 National Convention

Southeast Raleigh Magnet High School Raleigh, NC May 2006

Active member in Chorus Club, Japanese Club, GSA, and independent studies program, participated in various community service programs, received various academic awards

Experience: The Point (Raleigh, NC) February 2013-Present

Hostess, Server: As hostess; ensures smooth run of evening shift by managing necessary cleaning duties, preparing dining area as needed, greeting and seating customers in a friendly, timely, and organized

fashion, and bussing/resetting upon completion of each customer's dining experience. As server; does open prep work at start of shift, including but not limited to setting up dining area, cleaning, kitchen prep work, greets, seats and serves customers in a friendly, timely, and organized fashion, does necessary food runs as needed, keeps up with tables and tabs using complex computer/cash register system, completes assigned closing duties.

Panera Bread (Raleigh, NC) August 2012-February 2013

Crew Member, Cashier, Prep Team, Trainer: Versatile team member working various front-of-house positions including opening prep of ingredients and baked goods for the days service on both the cold and hot service lines. Also work rotationally in covering barista station, dining room cleaning/bussing/stock, breakfast sandwich prep line, and lunch prep line.

Proven ability to effectively cover various positions and quickly cross-train to step in wherever needed. Whether serving as barista or cashier, created cross-sell/upsell opportunities through a combination of friendly service and suggestive selling. Was tapped by store management to train more junior team members in a variety of front of house areas and procedures.

Frisky Business Boutique (Durham, NC) March 2011-August 2012

Floor Sales/Visual Merchandiser/Service Rep: Customer Service Representative Helped customers in all areas of the business by providing product demonstrations and tutorials, which lead to up-selling and cross selling opportunities. Took initiative via meticulous upkeep of boutiques cleanliness and organization to ensure an inviting atmosphere and easy access to all products. Processed and restocked existing merchandise as needed and was solicited by boutique management for assistance in selection of new merchandise. Created visual merchandising displays to help promote and move new or specialty product.

Sprint ACS (Raleigh, NC) December 2010-March 2011

On Site Technical Support Representative Used complex programs/systems in fast paced, constantly changing, client driven work environment. Assisted customers with basic account maintenance such as service changes and updates. Helped to satisfy customer hardware, software, and network issues through basic and advanced troubleshooting and tutorials. Happily provided customer education in regards to basic and complex features of their device(s). Educated customers about self-service options in order to help them avoid wait times and temporary delays/lapses in service. Took each client interaction as an opportunity to review client account details and provide suggestive upselling recommendations when appropriate.

Sprint Connextions (Charlotte, NC) April 2009-May 2010

General Care Specialist Used complex billing, customer tracking and troubleshooting programs/systems in fast paced, constantly changing, client driven work environment. Assisted customers with account and device maintenance such as plan changes, upgrades, and troubleshooting for hardware/software issues Researched and assisted customers with billing concerns and corrections while meeting all standards in regards to case management and sound use of discretionary adjustments. Customer first focus helped to de-escalated customer complaints and prevented early contract terminations (thus increasing retention and repeat business). Assisted new specialists with ongoing training and complex issue management

Professional References:

Brian Adams The Point (Manager/Co-worker) - 919.623.2239 Tamara Hazlett Frisky Business Boutique (Co-worker) - 919.452.6534 Tina Clayton Sprint Connexions (eCare Supervisor) - 704.262.2400 (ext 20246)