Evelyn J. Stone
Summary
Customer service professional with extensive experience and a strong drive to foster loyalty and maintain customer retention. Proactively communicates and efficiently solves problems using a personable approach. Utilizes company support resources, personal expertise, and critical thinking skills to independently address concerns, while also knowing when to escalate critical issues. With [Number] years of service-focused experience, dedicated to delivering exceptional customer satisfaction and contributing to organizational success.
Overview
32
32
years of professional experience
Work History
Customer Advocate Manager as a Third-Party Administrator
Ameriflex LLC
01.2007 - 01.2025
- Lead, managed and developed Customer Advocate Specialist to ensure everyone is held accountable for assigned duties, team processes, and consistently striving for customer excellence
- Present a professional, client-focused image in representing the company's visions to generate a positive image and support business growth
- Ability to solve problems on the spot partnered with an ability to see the bigger picture and identify improvement opportunities
- Successfully work with hostile and antagonistic callers to bring about an agreeable solution to their issues
- Trained to maintain excellent interpersonal and communication skills with proven creative problem-solving capabilities
- Monitor incoming calls for quality assurance
- Review team members on a quarterly basis with continual training and mentoring to achieve department goals
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.
- Provided exceptional customer service to high-volume customer base, resolving issues, answering inquiries and providing product information.
- Listened to customers actively to assess issues and provide accurate information.
- Developed and maintained strong customer relationships by promptly addressing and resolving customer concerns.
- Conducted thorough research to provide accurate information and resolve complex issues for customers.
- Maintained comprehensive records of all client interactions, allowing for efficient follow-up and enhanced overall service quality.
Service and Operations Support Unit
Commerce Bank
01.2004 - 01.2005
- Established, cultivated, and maintained productive customer and branch relationships
- Communicated with customers on all levels to resolve any issues with their accounts
- Provided superior customer service and quality while demonstrating attention to detail, flexibility, and innovation in resolving problems
- Ensured compliance with all relevant industry regulations and standards in order to mitigate risk exposure for the company.
Senior Game Day Operations and Support Supervisor
Philadelphia Eagles
01.1998 - 01.2001
- Game Day Operations Supervisor
- Trained personnel for security and usher responsibilities
- Command Center Dispatcher during all home games
- Managed movement on the field to ensure only authorized persons were admitted
- Established clear performance expectations for the support team, resulting in improved accountability and measurable results.
- Optimized staffing schedules to ensure adequate coverage during peak periods without sacrificing employee work-life balance.
Operations and Support Supervisor
Event One Staffing
01.1995 - 01.2001
- Contractor for concerts and sporting events
- Trained employees as security and ushers for outdoor amphitheater
- Prepared staff on safety practices and procedures
- Responsible for providing recommended staff for events
- Established excellent rapport with clients and visitors
- Experienced in safety planning, security management, and public relations
- Well developed observational skills for noticing people, details, and identifying potential problems
- Dispatcher for medical, security, and police responders during concerts
- Mentored junior team members, providing guidance on best practices and professional development opportunities.
- Enhanced customer satisfaction by promptly addressing and resolving support issues.
- Coached employees through day-to-day work and complex problems.
Department Supervisor
The Home Depot
01.1993 - 01.2001
- Managed Computer Room and supervised five employees
- Front End Supervisor responsible for Interviewing and hiring employees
- Responsible for scheduling work assignments and training
- District Trainer for managers and employees stores on new procedure rollouts
- Earned respect from management team with a proven ability to obtain high performance levels from employees
- Trained new employees on overall company and department-specific policies and procedures.
- Managed team of 10 employees, delegated tasks and held each employee accountable for completing assignments.
- Conducted performance evaluations for employees, providing constructive feedback and identifying opportunities for growth or improvement.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
Education
MBA - Business Management
Rider University
Lawrenceville, New Jersey02.2025
BA - Liberal Arts and Sciences
Rider University
Lawrenceville, New Jersey05.2011
Skills
- Excellent Customer Relations
- Managing E-mail
- Workflow Management
- Team management
- Task delegation
- Feedback delivery
- Interactive communication skills
- Educating customers
- Performance improvement
- Conflict resolution
Accomplishments
- Scholarship Dean's Award, 2010, Lawrenceville, NJ
- Charlotte Newcomb Scholarship, Rider University, 2011, Lawrenceville, NJ
- Named to Dean's List, Rider University, Lawrenceville, NJ
Leadership Capabilities
- Sets realistic expectations - candidly communicates the quality and/or level of performance required for success
- Motivates people - inspires team members to achieve high level of performance
- Coaches - provides feedback and guidance to enhance knowledge and/or effectiveness
- Differentiates - objectively evaluates a team member capabilities and applies insight to employment decisions
- Empowers team - thoughtfully delegates work, actions, or decision making to others to build capability and engagement
- Recognizes performers - genuinely praise and awards team members for outstanding effort or performance
Personal Capabilities
- Interpersonal Relationships - Develops and sustains collaborative working relationships with internal and external stakeholders
- Team Communication - Provides timely information to co-workers to facilitate and drive team performance
- Clarity - Speaks to others in a clear, relevant and effective manner
- Stress Tolerance - Maintains composure and handles high stress situations effectively in a solutions oriented manner
- Service Orientation - Actively looks for ways to help people and satisfy their needs
- Adaptability - Displays openness and quickly adjusts to changes in the work environment
- Energetic - Exhibits initiative and a high activity level
- Problem solving - Finds solutions proactively that are aligned with company's mission and vision goals
Timeline
Customer Advocate Manager as a Third-Party Administrator
Ameriflex LLC
01.2007 - 01.2025
Service and Operations Support Unit
Commerce Bank
01.2004 - 01.2005
Senior Game Day Operations and Support Supervisor
Philadelphia Eagles
01.1998 - 01.2001
Operations and Support Supervisor
Event One Staffing
01.1995 - 01.2001
Department Supervisor
The Home Depot
01.1993 - 01.2001
BA - Liberal Arts and Sciences
Rider University
MBA - Business Management
Rider University
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