Stacey Shetler
Chuluota,Fl
Summary
Accomplished and motivated Customer Service professional with over 20 years of experience, with a proven track record of solution-oriented problem-solving and communication skills. A seasoned communications professional with practical experience in, and solid understanding of, a diverse range of business applications. Proven ability to work autonomously in a fast-paced, high-volume environment.
Overview
28
28
years of professional experience
Work History
CORPORATE CALL CENTER MANAGER
HAND & STONE MASSAGE AND FACIAL SPA
01.2019 - Current
- Provide client support for high-volume call centers and 15 spa locations.
- Account Administrator for all 15 corporate-owned spas and the Corporate Call Centers.
- Provide leadership and support for spa managers, assistant managers, front desk associates, our call center, and our directors.
- Retain key memberships by creating and maintaining positive relationships with a member base approaching 35K members.
- Manage scheduling for client reservations and effectively resolving concerns or complaints
- Auditing client memberships and accounts.
- Reconcile client account regarding billing and services.
- Handling disputes/ chargebacks for all 15 spa locations
- Interviewing, hiring, and training spa sale’s associates and call center reservation specialists
- Call center manager, responsible for creating, coaching, and leading a team of call center representatives
- Manage payroll for the entire Corporate Call Center
- Launch and maintain a new phone provider for over 100 lines
CUSTOMER SERVICE
HEALTHMED SOLUTIONS
01.2018 - 01.2019
- Lead customer relations for healthcare products and services
- Managed inventory, purchasing and invoicing for new product orders
QUALITY ASSURANCE MANAGER
AT&T MOBILITY
01.1997 - 01.2010
- Observe customer chats and evaluate behaviors in accordance with set Quality Assurance guidelines
- Compile statistics to report quality results by individual and team to conceive action plans
Education
Academic Diploma -
Dr. Phillips High School
Orlando, FlSkills
- Microsoft Office Suite
- Quality Assurance
- Remote Communication Skills
- Autonomous Self-Starter
- Chargebacks/Disputes
- Auditing/Reconciliation
- Scheduling expertise
- Call Center Customer Service
- Employee Motivation
- Recruitment and hiring
- Complaint resolution
- Retention Strategies
- Performance updates
- Strong leadership
- Call Routing
- KPI Tracking
- Team coaching
- Productivity Standards
- Call Monitoring
Professionalreferences
References are available upon request.
Languages
Spanish
Professional
Timeline
CORPORATE CALL CENTER MANAGER
HAND & STONE MASSAGE AND FACIAL SPA
01.2019 - Current
CUSTOMER SERVICE
HEALTHMED SOLUTIONS
01.2018 - 01.2019
QUALITY ASSURANCE MANAGER
AT&T MOBILITY
01.1997 - 01.2010
Academic Diploma -
Dr. Phillips High School
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