Summary
Overview
Work History
Education
Skills
Timeline
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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, FL
05-2013

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
Stacey Oates