Courtney Stefaniak
ORCHARD PARK,NY
Summary
Personable Customer Service Supervisor with background of effective leadership and excellent customer service. Facilitates effective departmental communication and coordination to drive productivity and customer satisfaction ratings.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Customer Service Supervisor
Geico
Getzville, NY
01.2011 - 11.2022
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Coached employees through day-to-day work and complex problems.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Accomplished multiple tasks within established timeframes.
- Cross-trained existing employees to maximize team agility and performance.
- Maximized performance by monitoring daily activities and mentoring team members.
- Evaluated employees' strengths and assigned tasks based upon experience and training.
- Escalation calls.
Performance Monitoring Analyst
GEICO
Getzville, NY
08.2009 - 01.2011
- Monitored calls for quality assurance.
- Conducted call calibrations for associates and management.
- Implemented changes to policies and procedures that made doing business with GEICO easier for the customer.
- Completed statistical reviews to uncover trends, patterns and variations.
- Delivered subject matter expertise for internal and external customers on compliance best practices and quality control.
- Prepared and presented comprehensive reports to upper management and audit team, covering issues and recommendations.
Insurance Agent
GEICO
Getzville, NY
04.2007 - 08.2009
- Maintained high standards of customer service by building relationships with clients.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Approached potential clients by using direct marketing mailings and phone contacts.
- Upsold additional products and services after identifying customer needs and requirements.
- Displayed consistent, positive attitude towards customers, peers and other personnel, even during high-stress situations.
- Built relationships with clients using active listening and issue resolution to provide excellent service.
- Attended continuing education courses and workshops to gain additional insurance industry knowledge.
Education
Associate of Applied Science -
Erie Community College
Buffalo, NY05.2003
Skills
- Continuous Improvements
- Workflow Management
- Verbal and Written Communication
- Leading Team Meetings
- Time Management
- Performance Evaluations
- Corrective Actions
- Positive and Constructive Feedback
- Handling Escalations
- Team Management
- Administrative Support
Certification
- New York #PC-1073204 - expiration date 10/27/2024
Timeline
Customer Service Supervisor
Geico
01.2011 - 11.2022
Performance Monitoring Analyst
GEICO
08.2009 - 01.2011
Insurance Agent
GEICO
04.2007 - 08.2009
Associate of Applied Science -
Erie Community College
Similar Profiles
Brent WatsonBrent Watson
Lead Supervisor - Glass Claims at GEICOLead Supervisor - Glass Claims at GEICO
Gabriel MendozaGabriel Mendoza
Bilingual Customer Service Representative at GEICOBilingual Customer Service Representative at GEICO
Hope RodriguezHope Rodriguez
Claims Adjuster at GEICOClaims Adjuster at GEICO
Anthony JohnsonAnthony Johnson
Auto Claims Adjuster- LDP at GEICOAuto Claims Adjuster- LDP at GEICO
Patrick BushPatrick Bush
Senior Territory Manager at NovolexSenior Territory Manager at Novolex