Amy Stokovich
Denver,CO
Summary
Experienced customer service bringing 30 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results. Seasoned Customer Service Supervisor with unmatched customer service record and successful strategic development. Develops strong working relationships with teams to boost performance and meet objectives. Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence. Outgoing customer service supervisor with experience overseeing multiple tasks and managing employees successfully. Hardworking professional committed to providing outstanding customer service and assistance.
Overview
12
12
years of professional experience
Work History
Family Caregiver
Self-employeed
Denver, CO
06.2020 - Current
- Managed household tasks efficiently, creating a clean and organized living environment conducive to patient wellbeing.
- Contributed to a positive atmosphere within the home setting by engaging in meaningful conversations and recreational activities with patients.
- Coordinated healthcare appointments for patients, ensuring timely access to necessary medical services.
- Assisted patients with physical therapy exercises, promoting improved mobility and overall health outcomes.
- Facilitated open communication between family members and healthcare providers, fostering collaborative decision-making regarding patient care.
- Demonstrated adaptability in responding to changing patient conditions or requirements while maintaining continuity of care services.
- Served as a dedicated advocate for patient needs when interacting with healthcare professionals or insurance companies.
- Collaborated closely with interdisciplinary healthcare teams, integrating recommendations from professionals into comprehensive patient care plans.
- Ensured safety and comfort for patients through meticulous attention to detail in administering medications, hygiene assistance, and mobility support.
- Supported patient nutrition by preparing healthy meals based on dietary restrictions and preferences.
- Provided end-of-life care and support for patients and their families, ensuring dignity, comfort, and emotional closure during difficult times.
- Increased independence for patients with mobility limitations by providing appropriate assistive devices and home modifications.
- Enhanced quality of life for patients with dementia by implementing cognitive stimulation activities tailored to individual needs.
- Reduced caregiver stress through reliable performance of all assigned tasks, allowing family members time for personal pursuits or self-care activities.
Delivery Driver
Amazon
Denver, CO
06.2017 - Current
- Delivered packages to customer doorsteps and business offices.
- Completed on-time deliveries by choosing best and most efficient routes.
- Improved customer satisfaction by ensuring timely and accurate deliveries of products.
- Read maps, followed oral, and written instructions and used GPS technology to make deliveries.
- Completed rush deliveries on tight timetables to satisfy customer needs.
Service Desk Representative
Kroger
Denver, CO
05.2015 - 05.2022
- Engaged in user support interactions via telephone, chat and email platforms.
- Diagnosed and resolved user system functionality issues to enable completion of desired operations.
- Maintained customer satisfaction with quick and professional handling of product returns.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Discussed customer concerns regarding product usage, billing or Type to promote improved user experience.
- Assisted with onboarding and training new Service Desk Representatives, sharing best practices and expert insights on company systems.
- Streamlined workflow for faster issue resolution, actively participating in team meetings to improve processes.
Reservation Agent
Xanterra Parks & Resorts
Denver, CO
05.2012 - 06.2014
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Improved customer satisfaction by promptly addressing inquiries and providing accurate information regarding reservations, cancellations, and modifications.
- Resolved various issues and discrepancies for customers.
- Boosted revenue with upselling additional services such as room upgrades, meal plans, and special event bookings.
- Handled billing information over phone.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Informed clients of essential travel information, such as travel times, transportation connections, medical, and visa requirements to facilitate quality service.
- Provided personalized assistance for guests with specific needs or requests, fostering positive relationships and repeat business.
- Utilized reservation software effectively to manage inventory, maintain rate structures, and track guest history accurately.
Education
NA - Addiction Counseling
Cuesta College
San Luis Obispo, CASkills
- Customer Service
- Problem-Solving
- Customer-focused
- Customer Relations
- Time Management
- Training and mentoring
- Decision-Making
- Excellent time management skills
- Cash Handling
- Adherence to high customer service standards
- Exceptional interpersonal communication
- Complaint resolution
- Effective workflow management
- Customer Relationship Management (CRM)
- Exceptional telephone etiquette
- Conflict resolution techniques
- Issue Resolution
- Staff Training
- Deadline-oriented
- Product Knowledge
- Training and coaching
- Customer Retention
- Staff Management
- Meticulous attention to detail
- Escalation Handling
- Work Prioritization
- Skilled trainer
- New Hire Training
- Proficient in Windows
- Continuous Improvement
Timeline
Family Caregiver
Self-employeed
06.2020 - Current
Delivery Driver
Amazon
06.2017 - Current
Service Desk Representative
Kroger
05.2015 - 05.2022
Reservation Agent
Xanterra Parks & Resorts
05.2012 - 06.2014
NA - Addiction Counseling
Cuesta College