Ilene Stolberg
Summary
Dynamic and professional individual with a proven track record at Kaplan Professional specializing in customer support and project coordination. Utilized technical assistance and exceptional communication skills to improve customer satisfaction and optimize project execution. Demonstrated expertise in providing support through various channels such as phone, chat, social media, and email resulting in high levels of customer loyalty and project efficiency.
Overview
19
19
years of professional experience
Work History
Customer Support and Tier 2 Technical Senior Support Agent
Kaplan Professional
01.2021 - 10.2024
- Assist in training and mentoring of new and existing employees
- Enhanced customer satisfaction by effectively addressing and resolving support issues.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Delivered professional phone and email support, maintaining a consistently positive tone throughout all communications.
- Maintained detailed records of customer interactions, ensuring accurate tracking and followup.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Promptly responded to inquiries and requests from prospective customers.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Managed multiple priorities successfully while maintaining strict adherence to deadlines within a fast-paced environment.
- Worked closely with account managers in handling unique or sensitive client situations requiring personalized attention and care during problem-solving activities.
- Participated in regular training sessions to stay updated on the latest product developments and industry trends.
- Escalated critical issues promptly to ensure rapid resolution for clients experiencing significant difficulties or potential business impact.
- Cross-trained and provided backup support for organizational leadership.
- Identified and resolved discrepancies and errors in customer accounts.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Utilized remote desktop tools effectively when necessary for efficient troubleshooting assistance directly on client systems.
- Provided excellent customer service, resulting in high levels of customer loyalty and retention.
Project Coordinator
Intellimotion
01.2006 - 01.2016
- Performed negotiations for contract terms and conditions
- Responded to and deescalated customer complaints
- Tracked all incoming parts for internal builds on a daily basis
- Liaised between departments to facilitate communication and keep appropriate parties updated on project developments.
- Decreased project completion times by efficiently prioritizing tasks and delegating responsibilities to team members.
- Managed competing demands and professionally adapted to frequent change, delays and unexpected events.
- Maintained open communication by presenting regular updates on project status to customers.
- Sourced, vetted and managed vendors needed to accomplish project goals.
- Ensured prompt resolution of any conflicts or obstacles encountered during the course of a project''s execution phase, helping maintain smooth workflow across departments involved in its completion process.
- Monitored project progress, identified risks and took corrective action as needed.
- Tracked project and team member performance closely to quickly intervene in mistakes or delays.
- Cultivated strong relationships with key project stakeholders through regular, transparent communication, securing their ongoing support and trust.
- Led project documentation efforts, ensuring accurate and timely updates were accessible, significantly reducing information gaps.
- Pioneered use of virtual collaboration tools, enabling remote teams to work more cohesively and maintain project timelines.
- 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.
- Excellent communication skills, both verbal and written.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Passionate about learning and committed to continual improvement.
- Worked flexible hours across night, weekend, and holiday shifts.
- Organized and detail-oriented with a strong work ethic.
Education
Business Administration
Southern New Hampshire University
Hooksett, NHSkills
Live chat support
Social Media Support
Complaint Handling
Technical assistance
Teamwork and Collaboration
Problem-solving skills
Multitasking
Reliability
Excellent Communication
Customer service excellence
Active Listening
Customer Relations
Interpersonal Skills
Accomplishments
- Won the very first Company Peer Award
- Managed nighttime chat and phone services
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Supervised team of 3 staff members.
Timeline
Customer Support and Tier 2 Technical Senior Support Agent
Kaplan Professional
01.2021 - 10.2024
Project Coordinator
Intellimotion
01.2006 - 01.2016
Business Administration
Southern New Hampshire University
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