Courtney Stephens
Dallas,TX
Summary
Enthusiastic individual experienced in analyzing issues on service calls and finding effective solutions. Offering engaging and pleasant personality with expertise building customer relationships. Outstanding diagnostics skills.
Overview
7
7
years of professional experience
Work History
Agency Operations Technician
State Farm Insurance Inc
08.2022 - Current
- Assist business partners, i.e., State Farm agents and team members with licensing requirements and retention.
- External business partner relationships with Department of Insurance and other state entities to ensure agent compliant with mandated regulations.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Collaborate cross-functionally with various State Farm departments to ensure internal database accuracies.
- Advanced knowledge of multiple insurance types, laws, and regulations as it pertains to Auto, Fire, Life, Commercial and Health insurance.
- Demonstrated high level of initiative and creativity while tackling difficult tasks.
Contact Center Specialist II
Baylor Scott And White
03.2021 - 08.2022
- Responded to routine outbound phone calls, emails, and electronic request to assist as front-line support for product or service request., i.e
- Registered patients, scheduled healthcare appointments, handled complaints, assisted with troubleshooting problems and provided information on behalf of the institution
- Accurately scheduled, prepared and communicated appointment details and necessary financial information to facilitate timely arrival, appointment preparedness and preparation testing
- Handled escalated calls professionally, diffusing tense situations while finding mutually beneficial resolutions for customers involved parties.
- Delivered prompt service to prioritize customer needs.
- Collaborated with team members to share best practices, optimizing overall contact center performance.
Operations Supervisor
Grifols, Inc
12.2017 - 12.2020
- Fulfilled role production of 50+ employees and supervise donor flow
- Conducted regular performance evaluations for direct reports, identifying areas for improvement and setting development goals accordingly.
- Supervised donor selection, plasma collection and all manufacturing records to maintain highest production standards in accordance with federal and State regulations, with FDA approved Standard Operating Procedure Manual, OSHA, CLIA and cGMP
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
Quality Associate
Grifols, Inc
04.2017 - 12.2017
- Implemented process improvements to increase productivity in quality assurance operations.
- Examined products for imperfections and defects.
- Assisted Center Quality Manager to ensure Standard Operating Procedures and cGMP regulations are met.
- Assisted in supplier evaluations, ensuring high-quality materials were sourced from reliable vendors.
- Performed daily routine equipment calibrations, ensuring accurate measurements were obtained consistently throughout testing processes.
- Maintained accurate records of all quality-related activities, ensuring compliance with regulatory requirements.
Education
Medical Assistant -
Remington College
Dallas08.2014
High School Diploma -
Lincoln Humanities And Communications Magnet
Dallas05.2009
Skills
- Call Management
- Call Center Customer Service
- Administrative and Office Support
- Workload Management
- Quality Control
Timeline
Agency Operations Technician
State Farm Insurance Inc
08.2022 - Current
Contact Center Specialist II
Baylor Scott And White
03.2021 - 08.2022
Operations Supervisor
Grifols, Inc
12.2017 - 12.2020
Quality Associate
Grifols, Inc
04.2017 - 12.2017
Medical Assistant -
Remington College
High School Diploma -
Lincoln Humanities And Communications Magnet
Similar Profiles
ANTHONY J. GRIFFITHANTHONY J. GRIFFITH
Insurance Producer at State Farm Insurance, Alleyne Insurance and Financial ServicesInsurance Producer at State Farm Insurance, Alleyne Insurance and Financial Services
BROOKE JOHNSONBROOKE JOHNSON
Claim Adjuster at State Farm InsuranceClaim Adjuster at State Farm Insurance
Matias GrandiMatias Grandi
Business Development Executive at State Farm Insurance IncBusiness Development Executive at State Farm Insurance Inc
LEE-ARTIS MCCOYLEE-ARTIS MCCOY
Claims Adjuster at Catastrophe and National Claims / State Farm Insurance IncClaims Adjuster at Catastrophe and National Claims / State Farm Insurance Inc
Marlene AvinaMarlene Avina
Packaging at FastenalPackaging at Fastenal