Stacey Cepeda
North Bend,WA
Summary
Dynamic Manager with 18 years of operational and service leadership across diverse industries, consistently exceeding expectations through strategic relationship-building with management, colleagues, and customers. Demonstrated expertise in customer service, multitasking, and time management, ensuring positive customer experiences. Committed to delivering exceptional service that fosters customer loyalty and satisfaction.
Overview
34
34
years of professional experience
Work History
National Customer Service Support Manager
HydroPeptide
01.2017 - Current
- Supervised Inside Sales team managing calls from multiple sources.
- Developing relationships with key customers and accounts, and driving brand loyalty within multiple channels of business.
- Building relationships and creating a loyal customer base by consistently achieving 100% customer service satisfaction
- Managed customer support functions, sales initiatives, and routine operations effectively.
- Developed and implemented sales order entry processes, enhancing team accuracy.
- Recruited, trained, and developed inside customer service/lead generation team to exceed sales targets.
- Establishing systems for Inside Sales to manage account and sales growth and overseeing team member’s performance
- Developed and enhanced processes for managing orders.
- Supplied resources to senior leadership, call center staff, sales reps, human resources, and employees.
- Supervised account management for team of 13 Outside Sales associates.
- Focused on boosting customer loyalty and retention through effective team management.
- Awarded multiple Customer Service Excellence distinctions for management, sales achievements, and customer feedback.
- Maintained efficient tracking, reporting, and office administration for customer service operations.
- Conducted interviews, hired and onboarded new employees.
- Oversaw accounting functions including accounts receivable, collections, and payroll.
Economic Development Events and Tourism Coordinator
The City of North Bend
01.2015 - 11.2016
- Worked closely with local business owners and built strong relationships as a liaison between them and the city
- Drove vendor recruitment/audience engagement strategies, resulting in a 3x increase in festival vendors and attendance
- Led city/community events and managed and directed hundreds of volunteers and vendors to support activities
- Managed community-building programs to showcase and promote local downtown businesses
- Assisted in developing programs to promote tourism and positive economic growth for local businesses and the city
- Planned and executed events ranging in size from 50 to 4,000 attendees to promote and generate economic development
- Designed, organized, and implemented multi-channel social media and oversaw/maintained the social media calendar
- Created and scheduled posts, monitored social media channels, and responded to posts as the voice of the organization
Community Activities Manager
Encompass
09.2005 - 12.2014
- Organized community enrichment activities to grow awareness of programs offered for families in crisis in Snoqualmie Valley
- Helped guide and coach the teens that were hired to assist in school break camps as well as several other programs
- Implemented and managed community-building programs to meet local needs while ensuring accessibility to all families
- Founded One VOICE (Valley Organizations in Collective Efforts), coordinating 20+ service providers, non-profits, and groups like Kiwanis to develop 3 seasonal events that provided support to low-income families during holidays and back-to-school
- Coordinated and collaborated with One VOICE (Valley Organizations in Collective Efforts) and Summer Resource Fair
- Promoted and advertised community events with traditional print materials
- Collaborated with non-profits on local initiatives as well as recruited and managed the community volunteer network
Vendor Management
William M. Mercer
09.1996 - 10.2000
Loan Underwriting Assistant
Unigard Insurance
03.1992 - 09.1996
Office Manager/Chiropractic Assistant
Family & Sports Chiropractic
06.1991 - 03.1992
Education
Paralegal Studies
Edmonds Community College
Lynnwood, WA09-1992
Skills
- Customer Service & Call Center Leadership
- Professional Coaching & Team Development
- Human Resources & Business Administration
- Customer Retention & Growth Strategies
- Product, Customer & Market Knowledge
- Relationship Building
- Quality Controls & Process Improvements
- Customer Advocacy & Service Management
- Budget Monitoring
- Process & Procedure Development
- Organization & Attention to Detail
- Inside Sales & Sales Assistance
- Recruitment, Interviewing & Selection
- Proactive & Responsive Customer Service
- Excellent Verbal & Written Communication
Community Service Involvement
- Kiwanis, Fundraising Director
- Snoqualmie Valley Little League, President
- Twin Falls Middle School PTSA, Boxley’s Music Foundation
- HUB Basketball, Coach
- Snoqualmie Valley Youth, Soccer Assistant Coach
- Snoqualmie Valley School District, Classroom and Teacher Assistance
- Snoqualmie Valley School District, Volunteer Coordinator
Timeline
National Customer Service Support Manager
HydroPeptide
01.2017 - Current
Economic Development Events and Tourism Coordinator
The City of North Bend
01.2015 - 11.2016
Community Activities Manager
Encompass
09.2005 - 12.2014
Vendor Management
William M. Mercer
09.1996 - 10.2000
Loan Underwriting Assistant
Unigard Insurance
03.1992 - 09.1996
Office Manager/Chiropractic Assistant
Family & Sports Chiropractic
06.1991 - 03.1992
Paralegal Studies
Edmonds Community College
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