Harmony Stephens
Greensboro,NC
Summary
Dynamic customer service professional with extensive experience at Wayfair.com, excelling in complaint handling and customer relations. Proven ability to enhance service delivery processes, resulting in increased customer satisfaction. Skilled in database maintenance and adept at managing high-stress situations with professionalism and empathy. Committed to fostering positive customer experiences.
Overview
10
10
years of professional experience
Work History
B2B Service Representative
Wayfair.com
Greensboro, NC
08.2023 - 09.2025
- Assisted customers with inquiries, providing accurate information and support.
- Collaborated with team members to improve service delivery processes and enhance customer satisfaction.
- Developed knowledge of products and services to effectively address customer needs.
- Handled complaints professionally, ensuring timely resolution and maintaining positive relationships.
Customer Service Representative
Concentrix
Greensboro, NC
01.2021 - 02.2022
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Assisted in training new team members on company policies and customer service protocols.
- Managed customer accounts, ensuring accuracy and timely updates to information.
- Collaborated with cross-functional teams to enhance service delivery processes.
Flagger
AWP Traffic Control
Greensboro, NC
01.2020 - 04.2020
- Ensured safety compliance by directing traffic flow in construction zones.
- Communicated effectively with team members to coordinate worksite activities.
- Monitored site conditions to maintain a safe working environment for pedestrians and workers.
- Assisted in training new flaggers on best practices and safety protocols.
Packer Associate
Ralph Lauren
High Point, NC
11.2019 - 01.2020
- Operated packing machinery to efficiently package products for shipment.
- Inspected finished goods for quality assurance and compliance with standards.
- Collaborated with team members to streamline packing processes and reduce downtime.
- Maintained accurate inventory records of packaged items and materials used.
Assembly 1
Gilbarco Veeder-Root
Greensboro, NC
05.2018 - 06.2019
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
Work at Home Agent
Partners Personel
Greensboro, NC
10.2017 - 01.2018
- Managed customer inquiries through multiple channels, ensuring timely and accurate responses.
- Utilized CRM software to track interactions and improve customer satisfaction levels.
- Developed training materials for new agents, enhancing onboarding processes and team performance.
- Analyzed call patterns to identify trends, recommending process improvements to boost efficiency.
Customer Service Representative
Deluxe Corporation
Greensboro, NC
03.2016 - 06.2017
- Provided support during peak periods, adapting quickly to changing demands and priorities.
- Developed comprehensive knowledge of products and services to enhance customer satisfaction efforts.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Education
High School Diploma -
Western Guilford High School
Greensboro, NC06-2010
Skills
- Customer support
- Customer relations
- Database maintenance
- Organization
- Complaint handling
- Account updates
- Account management
- Remote assistance
- Customer service
- Computer proficiency
Timeline
B2B Service Representative
Wayfair.com
08.2023 - 09.2025
Customer Service Representative
Concentrix
01.2021 - 02.2022
Flagger
AWP Traffic Control
01.2020 - 04.2020
Packer Associate
Ralph Lauren
11.2019 - 01.2020
Assembly 1
Gilbarco Veeder-Root
05.2018 - 06.2019
Work at Home Agent
Partners Personel
10.2017 - 01.2018
Customer Service Representative
Deluxe Corporation
03.2016 - 06.2017
High School Diploma -
Western Guilford High School