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
Charlotte, NC
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
Charlotte, NC
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
Columbia, SC
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
Sumter, SC
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