Stacey Oates
Lakeland,FL
Summary
Dynamic Customer Service Representative with a proven track record at Primo Water, excelling in conflict resolution and customer satisfaction. Skilled in active listening and adept at managing high-stress situations, I consistently foster loyalty through empathetic complaint handling and efficient problem-solving, enhancing overall customer experience and retention.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Primo Water
02.2024 - 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.
- Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
Customer Service Claims Advocate
GEICO
01.2023 - 10.2024
- Reduced customer complaints by providing timely and accurate updates on claim status.
- Managed a large caseload of claims, ensuring prompt attention to each case and maintaining organized records.
- Maintained comprehensive knowledge of industry regulations and guidelines, ensuring compliance in all aspects of claim handling.
- Participated in ongoing professional development opportunities to stay current with industry trends and best practices for claims advocacy.
Customer Support Specialist
SYKES
03.2021 - 01.2023
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
Customer Care Representative
GC Services
01.2020 - 03.2021
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Navigated multiple computer systems and applications to find information.
- Actively participated in weekly team meetings, discussing challenges faced as well as solutions implemented towards improving overall departmental performance.
- Contributed to team success, consistently achieving call center performance metrics.
Education
Associate of Applied Science - Medical Assisting
Southern Technical College
Auburndale, FL05-2013
Skills
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Computer proficiency
- Conflict resolution
- Complaint handling
- Complaint resolution
- Professional telephone demeanor
- Call management
- Product knowledge
- Prioritization
- Service upselling
- Sales closing
Timeline
Customer Service Representative
Primo Water
02.2024 - Current
Customer Service Claims Advocate
GEICO
01.2023 - 10.2024
Customer Support Specialist
SYKES
03.2021 - 01.2023
Customer Care Representative
GC Services
01.2020 - 03.2021
Associate of Applied Science - Medical Assisting
Southern Technical College
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