Stacey V. LaGrant
Gastonia,NC
Summary
Customer-centric professional with a solid background in training, supporting, and improving customer care operations. Highly skilled in developing internal talent, building team morale, promoting compliance initiatives, and providing best-in-class service to clients and customers. Adapts well to shifting business needs and deadlines in a high call volume environment.
Professional with strong background in customer service, adept at handling client inquiries and resolving issues efficiently. Skilled in communication, problem-solving, and conflict resolution, consistently ensuring customer satisfaction. Highly adaptable, team-oriented, and results-driven, excelling in fast-paced, dynamic environments. Passionate about fostering positive customer experiences and contributing to team success.
Overview
14
14
years of professional experience
Work History
Remote Customer Service Advocate III
Centene Corporation
07.2024 - Current
- Builds rapport and educates new healthcare services.
- Maintains current knowledge of products and services to provide support to existing clients.
- Services client account needs on first contact; ensures all complaints are escalated and resolved promptly.
- Provide analytical support to interdepartmental facilities.
- Collaborated with cross-functional teams to enhance customer experience initiatives.
- Resolved customer inquiries efficiently through various communication channels.
- Trained and mentored new staff on company policies and service protocols.
- Analyzed feedback to identify trends and implement service improvements.
- Developed comprehensive knowledge of product offerings to assist customers effectively.
- Managed escalated issues, ensuring timely resolutions aligned with company standards.
- Streamlined processes for handling customer complaints, improving response times significantly.
- Led training sessions focused on best practices in customer engagement strategies.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Maintained a positive work environment, fostering team collaboration and continuous improvement.
- Resolved complex customer inquiries through effective communication and problem-solving techniques.
- Managed escalated issues by collaborating with cross-functional teams to achieve timely resolutions.
- Trained and mentored new staff on customer service protocols and best practices to enhance team performance.
- Led initiatives to streamline workflows, reducing response times for customer inquiries significantly.
- Conducted regular performance reviews of team members, providing constructive feedback for professional growth.
- Collaborated with management to refine service strategies, enhancing overall operational effectiveness and client retention rates.
- Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
Remote Customer Service Advocate I
Centene
07.2022 - 07.2024
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Collaborated with cross-functional teams to improve service delivery processes and enhance customer satisfaction.
- Trained new staff on customer service protocols, ensuring consistency in support quality.
- Implemented feedback mechanisms to identify areas for process improvement and increased service efficiency.
- Analyzed customer interactions to identify trends, contributing to data-driven decision-making for service enhancements.
- Developed training materials that streamlined onboarding processes for new team members, improving their readiness levels.
- Led initiatives that enhanced product knowledge across the team, resulting in improved customer interactions and support outcomes.
- Coordinated responses to escalated issues, ensuring prompt resolution and maintaining high standards of service excellence.
- Helped a large volume of customers every day with a positive attitude and focus on customer satisfaction.
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and issues.
- Supported call center associates by taking on escalated calls, handling complex concerns, and achieving customer satisfaction targets.
- Participated in regular performance evaluations, consistently exceeding expectations in key metrics such as first-call resolution rate.
- Conducted regular training sessions for new hires to ensure consistent service delivery across the team.
- Completed opening and closing functions to meet operational needs.
- Implemented new strategies to reduce average call handling time while maintaining high-quality service.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account, and service information.
- Adapted quickly to changes in company policies or systems, ensuring minimal disruption in service delivery during transitions.
- Developed comprehensive knowledge of company products and services to provide accurate information to customers.
- Increased customer retention by offering personalized solutions and building rapport through empathetic listening.
- Collaborated with cross-functional teams to address complex customer issues and improve overall experience.
- Responded to customer requests for products, services, and company information.
- Delivered prompt service to prioritize customer needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded proactively and positively to rapid change.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Met customer call guidelines for service levels, handle time, and productivity.
- Increased efficiency and team productivity by promoting operational best practices.
- Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
- Investigated and resolved customer inquiries and complaints quickly.
- Resolved customer inquiries through multiple communication channels, ensuring prompt and effective solutions.
- Collaborated with cross-functional teams to enhance service delivery processes and improve customer satisfaction.
- Analyzed customer feedback to identify trends, recommend improvements, and drive operational efficiency.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Trained and mentored new team members on customer service protocols and system navigation.
Compliance Associate
Receivable Solutions
06.2019 - 11.2022
- Assisted in the development and implementation of internal compliance policies and controls.
- Consulted with attorneys regarding state rules and regulations.
- Conducted compliance reviews and developed action plans to identify and mitigate violations.
- Supported and promoted corporate compliance initiatives among employees through training.
- Ensured compliance with regulatory standards and internal policies across multiple business units.
- Developed and maintained comprehensive compliance documentation to support audits and assessments.
- Conducted regular audits to identify gaps in compliance processes, recommending improvements as necessary.
- Warned violators of infractions or penalties.
- Created and maintained a compliant work environment.
Flex Trainer
Sykes Enterprise
10.2011 - 10.2019
- Facilitated ongoing training and debriefing sessions for new and existing customer support team members.
- Utilized adult learning principles to identify training needs.
- Measured overall performance using key call center metrics and observation; provided immediate coaching and feedback to address learning gaps.
- Maintained current knowledge of business processes, products, and services.
- Trained and mentored new personnel hired to fulfill various roles.
- Identified workers with specific skill sets to recommend for promotions or raises, increasing internal hiring.
- Used software to design training for employees and increase company retention and productivity rates.
- Evaluated training effectiveness through assessments and feedback, driving continuous improvement in materials.
Education
Bachelor of Science - Sociology
Voorhees College
Denmark, SC12.2025
Skills
- Microsoft Word, Excel, Outlook, and PowerPoint
- Active Listening
- Analytical Thinking
- Call Center
- Collaboration
- Communication
- Compliance Training
- Customer Service
- Detail Oriented
- Leadership
- Multitasking
- Organization
- Policy Development
- Presentation
- Problem Solving
- Resolution
- Self-Motivated
- Strong Ethics
- Time Management
- Training and Mentoring
- Virtual or Remote Work
- Data entry
- Complaint handling
- Computer proficiency
- Call center experience
Additional Job Experiences
- Remote Customer Service Representative, Receivable Solutions, Columbia, SC
- On-the-Job Training (OJT) Coach and Customer Service Representative, Sykes Enterprise, Sumter, SC
- Paraprofessional, Sumter School District, Sumter, SC
Timeline
Remote Customer Service Advocate III
Centene Corporation
07.2024 - Current
Remote Customer Service Advocate I
Centene
07.2022 - 07.2024
Compliance Associate
Receivable Solutions
06.2019 - 11.2022
Flex Trainer
Sykes Enterprise
10.2011 - 10.2019
Bachelor of Science - Sociology
Voorhees College