Iesha Stephens
Gainesville,FL
Summary
Motivated and adaptable business administration graduate with over three years of customer service experience and recent hands-on experience in youth care. Proven ability to work remotely, providing excellent communication, problem-solving, and organizational skills. Skilled in delivering exceptional customer service across multiple industries and resolving issues efficiently. Seeking a work-from-home opportunity where I can leverage my customer service expertise and administrative abilities.
Overview
4
4
years of professional experience
Work History
Youth Care Worker
Alachua Academy
02.2024 - Current
- Provide guidance, mentorship, and support to at-risk youth in a structured residential environment
- Collaborate with staff and social workers to develop and implement care plans
- Maintain detailed records and reports for case management
- Completed clear and concise documentation of youth behavior and actions.
Customer Service Representative (Temporary)
Express Employment Professionals
06.2023 - 12.2023
- Handled approximately 100 inbound customer inquiries and provided solutions to ensure customer satisfaction
- Processed orders and managed customer accounts in a temporary staffing capacity
- Utilized CRM software to track customer interactions and follow-ups
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Delivered prompt service to prioritize customer needs.
Senior Customer Service Representative
Meritain Health
02.2021 - 04.2023
- Delivered high-quality customer service to health plan members, resolving complex inquiries regarding claims, benefits, and coverage
- Managed escalated cases and trained junior representatives on customer service best practices
- Consistently achieved a high customer satisfaction rate by addressing concerns in a timely and effective manner
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
Education
Associates Degree - Business Administration
American Intercontinental University Online
Online07.2018
Skills
- Customer Service Excellence
- Effective Communication
- Problem Resolution
- CRM Proficiency
- Conflict Resolution
- Multitasking & Time Management
- Client Retention
- Product Knowledge
- Attention to Detail
- Cross-functional collaboration
Timeline
Youth Care Worker
Alachua Academy
02.2024 - Current
Customer Service Representative (Temporary)
Express Employment Professionals
06.2023 - 12.2023
Senior Customer Service Representative
Meritain Health
02.2021 - 04.2023
Associates Degree - Business Administration
American Intercontinental University Online
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