Summary
Overview
Work History
Education
Skills
Timeline
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Regina Stephenson

South Holland,IL

Summary

Results-driven and hardworking business management professional experienced in the practices and standards of the industry. Focused on gaining market share, improving customer satisfaction, and achieving demanding sales targets.

Overview

18
18
years of professional experience

Work History

Lead Family Placement Strategist

The Nanny Mom
Chicago, IL
06.2024 - Current
  • Developed and implemented strategies to optimize customer experience.
  • Collaborated with other departments to ensure effective execution of strategies.
  • Analyzed industry trends and identified opportunities for business growth.
  • Created presentations to showcase strategy results, insights, and recommendations.
  • Designed and executed comprehensive market surveys to identify customer needs.
  • Led cross-functional teams in brainstorming sessions to develop innovative solutions.
  • Tracked performance of campaigns across multiple channels such as email, web, mobile.
  • Wrote content related to strategies such as white papers, blog posts, press releases.
  • Managed tracking and reporting of search-related activities to provide analyses to marketing executives.

Lead Agency Director

The Nanny Mom
Chicago, IL
05.2017 - Current
  • Developed and managed annual budget for agency operations.
  • Cultivated relationships with local community organizations to establish partnerships.
  • Oversaw staff recruitment, hiring, and training processes.
  • Provided leadership and guidance to team members in order to meet organizational objectives.
  • Implemented initiatives that increased operational efficiency across multiple departments.
  • Resolved conflicts between employees while maintaining a positive work environment.
  • Ensured compliance with federal, state, and local laws governing the organization's activities.
  • Analyzed financial data to identify areas of cost savings or revenue growth opportunities.
  • Monitored progress of ongoing projects and adjusted resources accordingly.
  • Drafted reports on performance metrics for senior management review.
  • Directed internal audits to ensure proper use of funds allocated by government agencies.
  • Coordinated media relations activities such as press releases, interviews.
  • Maintained records of all official documents pertaining to the agency's operations.
  • Evaluated current services and identified potential areas for improvement or expansion.
  • Created innovative promotional and customer development strategies resulting in in new business opportunities.
  • Managed recruitment and training of well-qualified candidates to fill openings.
  • Implemented standards and methods to measure effectiveness of agency activities.
  • Administered, directed and coordinated agency activities.
  • Delivered training sessions for agency partners and in-house team members to provide instruction and cultivate familiarity with company products and technologies.
  • Built relationships with key representatives and stakeholders from valuable agency partners, targeting service specialists, strategists and managers vital to retaining clientele.
  • Advertised career openings, interviewed hired and applicants, and implemented training and development programs to lead teams to consistent, on-target performance.
  • Maintained pipeline of business partners needing company services, cultivating portfolio of managed partners with simultaneous active projects.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Delegated work to staff, setting priorities and goals.
  • Prepared staff work schedules and assigned team members to specific duties.
  • Appraised inventory levels on frequent basis, ordering new merchandise to keep quantities well-stocked.
  • Facilitated communication between board members, staff, vendors, and other external parties.

Customer Service Coordinator

Fed Ex Office
Matteson, IL
06.2011 - 03.2013
  • Provided customer service assistance to customers via phone and email.
  • Developed relationships with customers to ensure satisfaction.
  • Assisted in the development of quality assurance standards for customer service operations.
  • Monitored customer service calls and provided feedback on performance.
  • Coordinated customer service activities, including responding to inquiries, resolving complaints, and providing product information.
  • Maintained accurate records of customer interactions and transactions.
  • Researched new products or services that may be beneficial to customers.
  • Analyzed trends in customer inquiries and developed strategies to address them effectively.
  • Identified potential opportunities for improvement within the customer service department.
  • Tracked orders from placement through delivery and follow-up as needed.
  • Adhered to established guidelines regarding confidentiality of sensitive information.
  • Created call sequencing flow charts to optimize center performance.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.

Customer Service Representative

Peerless Imported Rugs
Chicago, IL
11.2006 - 12.2008
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Gathered customer feedback through surveys and used the data to improve customer service.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Performed administrative tasks such as filing paperwork, updating databases and generating reports.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Tracked orders from start to finish to ensure timely delivery of goods or services.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Identified areas of improvement in customer service processes and suggested changes accordingly.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Developed strong customer relationships to encourage repeat business.
  • Supported sales team members to drive growth and development.
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Presented existing and prospective customers with valuable service or product information to aid in decision-making.
  • Exceeded established service goals while leveraging customer service, sales and employee management best practices.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.

Office Manager

Peerless Imported Rugs
Chicago, IL
11.2006 - 12.2008
  • Developed and implemented office policies and procedures.
  • Assisted with the preparation of budgets, forecasts and financial statements.
  • Supervised staff members, organized schedules and delegated tasks.
  • Coordinated meetings, conferences, travel arrangements and department activities.
  • Ordered supplies and equipment to maintain adequate inventory levels.
  • Provided administrative support to management team including preparing reports and presentations.
  • Maintained filing system for records, correspondence and other documents.
  • Created spreadsheets in Excel to track data such as vacation requests, sick days .
  • Answered phone calls, responded to emails, routed mail and coordinated courier services.
  • Resolved customer inquiries in a timely manner while maintaining positive relationships with clients.
  • Processed payroll accurately ensuring all employees were paid on time.
  • Managed front desk operations including greeting visitors, answering questions or directing them to appropriate personnel.
  • Tracked invoices and payments to ensure accuracy of accounts receivable and payable information.
  • Organized company events including holiday parties, team building activities .
  • Reviewed contracts for accuracy prior to signing off on behalf of the company.
  • Ensured compliance with applicable laws regarding employment practices.
  • Provided training to new hires on office policies and procedures.
  • Managed office inventory and placed new supply orders.
  • Monitored payments due from clients and promptly contacted clients with past due payments.
  • Oversaw receiving and organizing correspondence, answering and forwarding calls and creating business letters and records.
  • Reviewed files and records to obtain information and respond to requests.
  • Managed, scheduled and coordinated office functions and activities for employees.
  • Administered payroll and maintained proper documentation of employee personnel.

Education

Bachelor of Arts - Major: Dance Minor:Business

Columbia Basin College
Chicago
06-2003

Skills

  • Team Leadership
  • Team Management
  • Financial Oversight
  • Customer Relations
  • Business Development
  • Operational planning
  • Business Planning
  • Administering budgets
  • Human Resources
  • Contract Preparation
  • Recruitment Strategies
  • Sales Leadership
  • Administering payroll
  • Setting budgets
  • Creative Direction
  • Contract Negotiation
  • Budget Oversight

Timeline

Lead Family Placement Strategist

The Nanny Mom
06.2024 - Current

Lead Agency Director

The Nanny Mom
05.2017 - Current

Customer Service Coordinator

Fed Ex Office
06.2011 - 03.2013

Customer Service Representative

Peerless Imported Rugs
11.2006 - 12.2008

Office Manager

Peerless Imported Rugs
11.2006 - 12.2008

Bachelor of Arts - Major: Dance Minor:Business

Columbia Basin College

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Regina Stephenson