Stacey Baker

• Incoming Technical Support Help Desk. Supporting several Spatial Solutions software, websites, and apps. Order support, web app support, desktop app support. Understanding the use of databases, integration, and programming data for proprietary software. Customer service and front-end technical support. Complete ticket resolution and follow-up via phone and/or email. Understanding of password name conventions and basic security protocols.
• Use of Zen Desk, Freshdesk, Salesforce, Jira, and Aha!
• Promoted to Q/A - Technical Analyst 10/2024 -
• Understanding of property assessment and appraisal software systems and troubleshooting these in order to properly analyze tier 1 support contacts.
• Special projects to transfer support of Canadian clients from offshore vendor support back to US support.
• Special project to transfer and update all troubleshooting guides and articles, transferring them over from OneNote to an HTML database.
• Collaborated with cross-functional teams to develop strategic initiatives enhancing service delivery.
• Streamlined workflow procedures, increasing overall team productivity and reducing turnaround times.
• Managed project timelines effectively, ensuring alignment with organizational goals and priorities.
• Implemented quality assurance measures to maintain high standards in service execution and client satisfaction.
• Mentored junior staff members, promoting professional development and adherence to best practices in the workplace.
• Utilized data analytics tools to monitor trends and make informed decisions regarding future business strategies.
• Spearheaded the development of internal training materials that enhanced staff knowledge of company products and services.
• Managed multiple projects simultaneously, ensuring timely completion and adherence to budget constraints.
• Collaborated with cross-functional teams to improve overall organizational efficiency and effectiveness.
• Identified service improvements to increase customer satisfaction.
• Reported project status to drive on-time project deliverables.
• Boosted team productivity by streamlining communication and implementing efficient project management systems.
• Optimized internal processes for increased efficiency, resulting in improved workflow across departments.
• Responded to client requests or questions.
• Led process improvement initiatives that streamlined workflows, resulting in reduced turnaround times on tasks.
• Assisted project teams to achieve project objectives and activities.
• Enhanced company reputation by providing excellent customer service and resolving client issues promptly.
• Maintained records of account specific service problems and assisted in prioritizing work requests.
• Trained and mentored junior team members, fostering a positive work environment conducive to professional growth.
• Optimized customer experience by delivering superior services and effectively troubleshooting issues.
• Gathered, organized and input information into digital database.
• Evaluated customer needs and feedback to drive product and service improvements.
• Conducted regular reviews of operations and identified areas for improvement.
• Evaluated staff performance and provided coaching to address inefficiencies.
• Developed effective improvement plans in alignment with goals and specifications.
• Helped meet changing demands by recommending improvements to business systems or procedures.
• Devised and implemented processes and procedures to streamline operations.
• Evaluated employee performance regularly, providing constructive feedback aimed at continuous improvement.

• Worked from home on Citrix/virtual desktop and Avaya phone system using Spoken/web phone app.
• Received incoming customer calls, addressed account questions, billing, ordering, order receipt, general sweepstakes questions and sweepstakes entries.
• Used Citrix virtual desktop environment. Spoken/Web phone application. Clarify account management system (which they called GUI but it was actually Clarify). Completed work related training, cross trained to Senior Level Two Agent, Auto ship Specialist, Correspondences and Special Projects. Maintained good relations with all team members through a virtual desktop chat client, maintained and assisted management in assisting other team members utilizing available resources and manuals.
• Promoted to Supervisor role Heavy back office, offline work including filing of routine reports, maintaining overflow, supporting phone agents via escalated calls, training phone agents in specialty off phone work utilizing a specialized email system for routing inquiries based on subject. Creating training tools and docs to assist phone agents in learning new systems quickly and efficiently. Taking escalated calls from phone agents, utilizing active listening, customer calming techniques, conflict resolution and customer satisfaction.

• Fast, friendly, consumer oriented care.
• Addressed all warranty related concerns, questions and repair issues. Cared for all repair related issues from notification through to vehicle return to customer. Escalated complicated issues, repairs taking more than ten days to complete or specialty projects to appropriate escalation teams.
• Issued Good Will credits, reimbursements or cash when appropriate.
• Skilled at working independently and collaboratively in a team environment.
• Excellent communication skills, both verbal and written.
• Proven ability to learn quickly and adapt to new situations.
• Demonstrated respect, friendliness, and willingness to help wherever needed.
• Paid attention to detail while completing assignments.
• Used critical thinking to break down problems, evaluate solutions, and make decisions.

• Incoming customer care representative.

Friendly, Digital First oriented care, Some sales and ability to make sales based on customer need. Adding lines of service, upgrades of devices, troubleshooting devices and service issues, knowledge of various devices and OS platforms. Multi-screen environment, Windows 7 based, Outlook, Clarify Call platform "Telegence" and multiple other web based tools. Ability to identify customer needs, understand billing issues, upgrade requirements and sales tools.

• Resolved customer inquiries efficiently through multiple channels, ensuring high satisfaction levels.
• Processed billing adjustments and account changes accurately to enhance customer experience.
• Collaborated with technical support teams to troubleshoot complex issues for customers effectively.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Managed high call volume with exceptional professionalism and efficiency.
• Maintained a high level of product knowledge to provide accurate information and support to customers.
• Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
• Contributed to team success, consistently achieving call center performance metrics.
• Implemented feedback from supervisors to continuously improve performance and enhance customer care skills.
• Participated in ongoing training sessions to enhance skills and stay current on industry best practices.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.

• Naval Riffle Guard
• Took part in area parades and military funeral procedures
• YP- Yard Patrol Training Station, Newport RI
• Performed regular maintenance of Yard Patrol boat
• Assisted in training newly commissioned officers on boat function

Legal Studies Program