Laura Mcfarland
About Laura Mcfarland
Laura McFarland is a Customer Service Expert with over 13 years of experience at Otterbox, where she manages customer inquiries and supports sales initiatives. She previously worked at Otter Products for seven years, demonstrating a strong commitment to customer satisfaction and professional judgment.
Work at OtterBox
Laura Mcfarland has been employed at OtterBox as a Customer Service Expert since 2011. In this role, she manages multiple customer interactions through various channels, including chat, email, and web. She provides tier two support to Customer Service Representatives, addressing customer escalations and overseeing projects that are essential to the department's success. Her responsibilities include processing refunds and ensuring customer satisfaction, which contributes to customer retention.
Previous Experience at Otter Products
Prior to her current position, Laura Mcfarland worked at Otter Products as a Customer Service Expert from 2011 to 2018. During her seven years in this role, she developed her skills in handling technical product requests and contributed to the overall customer service strategy. Her experience at Otter Products laid the foundation for her continued success in customer service at OtterBox.
Education and Expertise
Laura Mcfarland studied at Aims Community College, where she gained knowledge and skills relevant to her career in customer service. Her education supports her expertise in managing customer inquiries and providing technical support, which are critical components of her role as a Customer Service Expert.
Customer Service Skills
Laura Mcfarland exercises superior professional judgment in her role, ensuring that both the company and customer achieve the best outcomes. She is adept at upselling and assisting in sales online, which contributes to the company's revenue growth. Her ability to handle multiple customer conversations simultaneously demonstrates her efficiency and effectiveness in customer service.