Stacey Guthrie
La Vergne,TN
Summary
Dedicated customer service professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance customer satisfaction and team productivity through effective problem-solving and leadership. Demonstrates exceptional time management and communication skills to bridge strong relationships between the organization and customers.
Overview
27
27
years of professional experience
Work History
Customer Service Manager
NDC, Inc.
01.2018 - Current
- Resolved customer complaints while prioritizing customer satisfaction by actively listening and handling concerns quickly.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Managed complex issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Conducted regular performance evaluations for team members, identifying areas for improvement and filling any gaps in training.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
- Improved response times for customer inquiries by implementing a advanced CRM system that assists with management and prioritization techniques.
- Collaborated with sales teams to develop tailored solutions for prospective clients.
- Developed customer service SOP manual to standardize procedures across department.
- Designed incentive programs to motivate staff and improve service levels.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Customer Service Supervisor
NDC, Inc.
01.2014 - 01.2018
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
- Led regular customer service meetings to review progress identify challenges and provide feedback.
- Evaluated individual performance metrics to identify areas of improvement.
- Completed bi-weekly payroll for 18 employees.
- Collaborated with IT department to implement new CRM system, enhancing data management and customer interaction tracking.
- Optimized staff scheduling to ensure coverage during peak hours, improving customer access.
Customer Service/Key Account Manager
NDC, Inc.
02.2012 - 01.2014
- Built and maintained strong client relationships to drive business growth.
- Strengthened client relationships through regular communication and effective problem solving.
- Delivered exceptional customer service by resolving client concerns quickly and efficiently.
- Coordinated with internal teams to ensure timely delivery of products and services, meeting client expectations.
- Established strong rapport with clients by consistently exceeding their expectations in quality and service delivery.
- Participated in industry events and conferences to promote company offerings.
- Presented professional image consistent with company's brand values.
Surgical Technologist
Vanderbilt Medical Center
03.2007 - 02.2012
- Maintained high infection control standards.
- Prepared operating rooms with required instruments, ensuring efficient setup for various surgical cases.
- Minimized infection risks by strictly adhering to aseptic techniques when handling surgical supplies and equipment.
- Handled high-pressure situations calmly and efficiently, contributing to successful completion of critical surgeries.
- Assisted surgeons in complex procedures for optimal patient outcomes and reduced recovery time.
- Increased efficiency during surgeries by anticipating surgeon''s needs and providing timely assistance.
- Enhanced patient safety by maintaining a sterile surgical environment and adhering to strict protocols.
Customer Service Representative
Metro Medical Supply
03.1998 - 01.2007
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled calls efficiently, responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Participated in training programs to enhance product knowledge and customer service skills.
Education
Associate of Applied Science - Surgical Technology
Hightech Institute
Nashville, TNHigh School Diploma -
Stratford High School
Nashville, TNSkills
- Customer service
- Problem-solving
- Microsoft outlook, word, and Excel
- Customer focused
- Time management
- Training and mentoring
- Decision-making
- Team building and leadership
- Call center management
- Management of remote employees
- Verbal and written communication
- Customer relationship management software (CRM)
Timeline
Customer Service Manager
NDC, Inc.
01.2018 - Current
Customer Service Supervisor
NDC, Inc.
01.2014 - 01.2018
Customer Service/Key Account Manager
NDC, Inc.
02.2012 - 01.2014
Surgical Technologist
Vanderbilt Medical Center
03.2007 - 02.2012
Customer Service Representative
Metro Medical Supply
03.1998 - 01.2007
Associate of Applied Science - Surgical Technology
Hightech Institute
High School Diploma -
Stratford High School
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