Ivon Stutes, M.A. I/O Psychology

• Engaged over 400 customers in person and over phone to answer questions and address complaints.
• Leveraged consistent, successful strategies to meet and exceed performance goals.
• Handled customer inquiries and complaints with professionalism to restore satisfaction.
• Proactively addressed customer concerns in order to prevent escalations and complaints.

Assist customers with inquiries, issues, billing, and permitting needs daily. Handles payment collection, cash drawer balancing, contract initiation and maintenance, service order creation, and set up installment plans in a timely and efficient manner. Assist remote customers by answering calls in a timely and professional manner all while providing quality customer support.

• Took over 300 calls per month
• Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
• Reinforced established quality control standards and followed procedures for optimal customer interactions.
• Took over 500 payment information in monthly basis and other pertinent information such as addresses and phone numbers to place orders.
• Tracked customer service cases and updated service software with customer information

• Keep track of Gap and inventory
• Make truck orders and delivery coordination.
• Manage 20+ employees
• Boosted productivity by consolidating material planning, data collecting, payroll and accounting programs into one main system.
• Managed budget implementations, employee reviews, training, schedules and contract negotiations.
• Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
• Responded to and resolved customer questions and concerns.
• Managed multiple stores

• Investigated and resolved over 700 customer inquiries and complaints in timely and empathetic manner every month.
• Answered customer telephone calls promptly and in appropriate manner.
• Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on spot.
• Conducted research to address shipping errors and packaging mistakes.
• Developed criteria, application instructions, procedural manuals, and contracts for federal and state public transportation programs.
• Monitored and resorted in two different languages English and Spanish