lauwana kirtland

* In this unique and solitary role, I was originally in charge of handling all of the company’s Property Protection Guarantee claims. As my role evolved, I took on 2 additional guarantees—the Porch Services Satisfaction Guarantee and the 90 Day Inspection Guarantee. Being an unbiased third party, I was able to handle all guarantee claims from determination of eligibility through submission to accounts payable. Some of my additional duties included: monitoring social media handles for homeowner complaints and responding appropriately, or bringing to the attention of applicable managers * responding to escalated emails sent to the CEO in accordance with guarantee procedures * developing and refining processes of guarantee claims * authorizing transactions and refunds on Stripe as needed * creating procedures and training other team members to fulfill my roles in my absence * and spearheading and creating processes for a company acquisition alongside my manager.

In this role, I regularly met or exceeded sales goals and quotas by hitting metrics on a consistent basis. By using critical listening and thinking skills to identify client needs, I was able to offer the best programs that best fit their company.

I was promoted to Assistant Guest Service Manager and Shift Leader after earning a Top 20 Partner award in Guest Services. I was responsible for training all guest service team members and ensuring their continual development as leaders within the company. I oversaw quality checking of every customer to ensure great customer service and handed escalated complaints. Additionally, I screened applicants before scheduling interviews, recruited new team members, opened and closed the restaurant regularly, trained new hires and coached as needed, held pre/post-shift meetings and approved payouts/handled invoices and petty cash.