Denice Steffeck
Seattle,WA
Summary
Dynamic professional with a proven track record of enhancing customer interactions and driving satisfaction through exceptional service delivery. Expertise in problem-solving, communication, and empathy enables effective resolution of customer concerns while fostering positive relationships. Committed to team collaboration and achieving results, with strong adaptability to evolving needs and a reputation for consistent performance. Proficient in utilizing CRM software to manage inquiries and streamline processes, ensuring an outstanding customer experience.
Overview
17
17
years of professional experience
Work History
CUSTOMER EXPERIENCE SPECIALIST
3Z Brands
08.2023 - Current
- Ensure a smooth customer experience processing order updates, monitor delivery logistics, and address any questions using Zendesk, Shipstation, and Shopify.
- Investigate 60 missing packages each week, address order problems, and manage other challenges that occur during the customer experience via phone 20 times daily, live chat 60 times daily, text 10 times daily, and 50 emails daily.
- Act as a product expert and remain open to learning all aspects of the business, including product and service offerings juggling live chats simultaneously.
- Coordinate with FedEx delivery and service providers to resolve all issues.
- Developed customer feedback systems to enhance service delivery and product offerings.
- Analyzed customer interactions to identify trends and improve overall satisfaction rates.
BEAUTY ADVISOR
Thrive Causemetics
09.2022 - 03.2023
- Manage high-volume customer inquiries and concerns using Zendesk and Shopify in a fast-paced retail setting.
- Provide personalized skincare recommendations based on individual needs and preferences through phones, tickets, live chat, text, Instagram, Facebook, Zoom.
- Collaborate with team members bi-weekly to create engaging and interactive customer experiences.
- Provided personalized beauty consultations, tailoring recommendations to individual customer needs.
- Educated clients on product application techniques, enhancing user experience and satisfaction.
CUSTOMER CARE SPECIALIST
Crowdstar
10.2019 - 10.2021
- Handle 200+ customer inquiries daily via live chat and email, providing timely and satisfactory solutions and tech support.
- Manage and resolve customer complaints and issues, ensuring high levels of satisfaction rating of 98%.
- Assist customers with product recommendations and purchases, resulting in increased sales.
- Maintain detailed records of customer interactions and tech support transactions using Kustomer, Jira, Confluence, Power Bi, Google Sheets.
- Resolved customer inquiries through effective communication and problem-solving techniques.
CUSTOMER SERVICE TEAM LEAD
Alpine Access/Sykes
04.2009 - 10.2018
- Lead and mentor a team of 20 customer service representatives in a high-volume call center environment.
- Develop and implement training programs that enhanced team performance and service quality.
- Drive initiatives that increased customer satisfaction ratings from 85% to 95% within two years.
- Interview and onboard new team members on company policies and procedures.
- Coordinate with other departments to streamline service procedures, reducing average call handling time by 16%.
Education
Associate of Science - Pharmacy Technology
Gateway Community College
Phoenix, ArizonaAssociate of Applied Science - Medical Adminstrative Assisting
Apollo Medical & Dental Careers
Mesa, ArizonaSkills
- Product knowledge
- Order processing
- Technical troubleshooting
- Payment processing
- CRM software proficiency
- Data entry
- Inventory management
- Complaint handling
- Upselling and cross-selling
- Empathy
- Patience
- Active listening
- Emotional intelligence
- Creativity
Roles And Responsibilities
- Patient Care Coordinator, Overlake Medical Center, 1 year
- Call Center Supervisor, High Class Management, 3 years
- Lab Processor and Technician, TriCities Laboratories, 2 years
Personal Information
Title: Senior Customer Service Specialist
Timeline
CUSTOMER EXPERIENCE SPECIALIST
3Z Brands
08.2023 - Current
BEAUTY ADVISOR
Thrive Causemetics
09.2022 - 03.2023
CUSTOMER CARE SPECIALIST
Crowdstar
10.2019 - 10.2021
CUSTOMER SERVICE TEAM LEAD
Alpine Access/Sykes
04.2009 - 10.2018
Associate of Science - Pharmacy Technology
Gateway Community College
Associate of Applied Science - Medical Adminstrative Assisting
Apollo Medical & Dental Careers