Chanel Stevens

GEC Events Team Lead

GEC My Account Team

• Assisted with updating GEC internal OneNote knowledgebase, to help streamline system of operations between departments.
• Assisted in over 900 account merges after data migration and continued to adapt to changes in account merge SOP.
• Developed and conducted training for several teams on new events platform, EventPower.
• Collaborated with immediate and partner teams to resolve customer issues and improve customer experience.
• Completed, delegated and monitored tasks in Salesforce assigned to Events team.
• Identified customer service trends to provide recommendations for process and procedural improvements.
• Provided coaching and mentoring to new hires.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Assisted customers in navigating company website and placing online orders, improving overall user experience.

• Managed team of five through daily goals and delegating workflow
• Scheduled staff shifts to ensure proper coverage without exceeding labor budgets.
• Implemented staff training programs to enhance product knowledge and improve customer service skills.
• Generated repeat business through exceptional customer service, increasing sales by 10%

• Configured hardware, devices, and RMM software to set up work stations for clients.
• Provided Tier 1 IT support to non-technical internal users through desk side support services.
• Documented support interactions for future reference.
• Updated company wide Knowledge Base