Katecia Stephens
Brooksville,FL
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
Fingerhut Call Center
Tampa , FL
07.2019 - 07.2023
- Responded to customer requests for products, services, and company information.
- Updated account information to maintain customer records.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered constant flow of customer calls with minimal wait times.
- Processed customer service orders promptly to increase customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Sought ways to improve processes and services provided.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
Customer Service Associate
American Propane And Gas
Tampa , FL
01.2015 - 04.2018
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Informed customers about special promotions and provided detailed information for various products.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer calls and emails to answer questions about products and services.
- Handled billing and payment issues following guidelines, resolving disputes properly.
- Provided training and support to new associates to help provide high-quality customer service.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Responded proactively and positively to rapid change.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Customer Service Specialist
Cruise Planners
Clearwater, FL
01.2010 - 07.2013
- Provided primary customer support to internal and external customers.
- Resolved concerns with products or services to help with retention and drive sales.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Complied with company policies and procedures by encouraging positive and effective work environment among employees.
- Responded to customer requests for products, services, and company information.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Processed customer service orders promptly to increase customer satisfaction.
- Utilized customer service software to manage interactions and track customer satisfaction.
Education
Bachelor Of Administrative Studies - Business Administration And Management
Saint Leo University
Saint Leo, FL09.2025
Skills
- Report Transcription
- Microsoft Excel
- Report Preparation
- Account Management
- Retail Sales Customer Service
- Customer Relations
- Microsoft PowerPoint
- Credit Card Payment Processing
- Active Listening
- Staff Training
- Microsoft Word
- Sales and Upselling
- Call Center Operations
- Critical Thinking
- Customer Consulting
- Google Docs
- Order Processing
- Investigate Claims
Timeline
Customer Service Representative
Fingerhut Call Center
07.2019 - 07.2023
Customer Service Associate
American Propane And Gas
01.2015 - 04.2018
Customer Service Specialist
Cruise Planners
01.2010 - 07.2013
Bachelor Of Administrative Studies - Business Administration And Management
Saint Leo University
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