Mariona Stevens
Cicero
Summary
Results-driven professional with extensive experience in customer support and team leadership. Skilled in analyzing customer feedback and implementing process improvements, leading to reduced response times and enhanced service quality. Seeking to leverage expertise to drive customer satisfaction and operational efficiency.
Overview
8
8
years of professional experience
Work History
Lead Customer Service Representative
Ascensus College Savings
06.2023 - Current
- Led team to resolve complex customer inquiries and issues efficiently.
- Mentored new representatives, enhancing service quality and team performance.
- Implemented process improvements, reducing response times for customer support.
- Analyzed customer feedback to identify trends and inform service enhancements.
- Collaborated with cross-functional teams to address product-related customer concerns.
- Maintained detailed records of customer interactions in CRM system for analysis.
Senior Call Center Representative
Enova International
09.2021 - 06.2023
- Resolved customer inquiries and issues to enhance satisfaction and loyalty.
- Trained new representatives on call handling procedures and company policies.
- Utilized CRM software to track interactions and manage customer relationships effectively.
- Analyzed call patterns to identify training needs and improve team performance.
Retail Sales Associate
Shoe Carnival
11.2017 - 06.2021
- Assisted customers with product selection and inquiries to enhance shopping experience
- Managed point-of-sale transactions efficiently and accurately
- Organized merchandise displays to drive sales and improve store aesthetics
- Collaborated with team members to maintain inventory levels and stock replenishment
- Greeted customers and helped with product questions, selections, and purchases.
Education
High School Diploma -
Foreman College And Career Academy
Chicago, IL06-2017
Skills
- Complaint handling
- Team member training
- Call management
- Work prioritization
- Customer support
- Customer correspondence
Timeline
Lead Customer Service Representative
Ascensus College Savings
06.2023 - Current
Senior Call Center Representative
Enova International
09.2021 - 06.2023
Retail Sales Associate
Shoe Carnival
11.2017 - 06.2021
High School Diploma -
Foreman College And Career Academy