Stacey L. Erwin
Havertown,PA
Summary
Committed and motivated individual seeking a challenging employment opportunity where my attention to detail, ability to work independently and strong work ethic will allow me to advance and grow within Milrich Virtual Professionals. My professional demeanor, outstanding telephone, scheduling and documentation skills will be an asset to my prospective Clients.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
28
28
years of professional experience
Work History
Customer Service Representative
Foundever/Sitel
Remote
08.2023 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Participated in training programs to enhance product knowledge and customer service skills.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Improved resolution time with effective problem-solving for customer complaints.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Thrift Shop Assistant Manager
Bryn Mawr Hospital
Bryn Mawr Pa
11.2006 - 07.2013
- Support the manager in the daily business operations
- Hiring and training sales associates
- Monitoring inventory and ordering merchandise based on demand
- General tasks include supervising employees, communicating with and helping customers, carrying out directives given by the manager and the store owner
- Maintained a clean and organized shop floor, optimizing space for ease of customer navigation.
- Provided excellent customer service, promptly addressing inquiries and resolving issues.
- Checked incoming orders and organized new stock.
- Contributed to team success by supporting colleagues during peak periods or staff shortages.
- Assisted customers in locating items, ensuring a positive shopping experience.
- Organized shelves to remove slow moving items and add new merchandise.
- Collected payment by cash, debit or credit card and used Point of Sale system to process transaction.
- Assisted in training new hires on store procedures, policies, and product knowledge.
- Developed strong product knowledge to educate customers on features and benefits.
- Managed product displays, showcasing new arrivals or bestsellers for increased visibility and sales opportunities.
Front End Manager
Big K-Mart
Brookhaven, PA
06.1997 - 10.2004
- Took great pride in ensuring positive overall customer experience
- Customer-focused approach to trouble shooting and resolving problems quickly and pleasantly
- Responsible for shift scheduling
- Ensured clear communications and open dialogue between customers and employees
- Oversaw cash handling procedures, minimizing discrepancies in end-of-day reports through diligent monitoring of transactions.
- Oversaw cashier operations, bookkeeping, and security.
- Maintained excellent store appearance by enforcing cleanliness standards and delegating tasks to team members effectively.
- Maintained strong customer relations and effective customer service standards.
- Promoted from cashier to front end manager within two years, demonstrating rapid growth in leadership abilities and operational knowledge.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Resolved customer complaints promptly, reinforcing the company''s commitment to exceptional service standards.
Education
High School Diploma -
Chi Chester High School
Chi Chester, PA01.1998
Skills
- Customer service
- Critical thinking
- Problem resolution
- Call center experience
- Conflict resolution
- Complaint handling
- Product knowledge
Timeline
Customer Service Representative
Foundever/Sitel
08.2023 - Current
Thrift Shop Assistant Manager
Bryn Mawr Hospital
11.2006 - 07.2013
Front End Manager
Big K-Mart
06.1997 - 10.2004
High School Diploma -
Chi Chester High School