Summary
Overview
Work History
Education
Skills
Timeline
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Stacey Willis

Fairburn,GA

Summary

Diligent Desired Position with solid background in customer service. Proven track record of efficiently resolving customer inquiries and maintaining high satisfaction rates. Demonstrated ability to leverage communication and problem-solving skills to enhance customer experience.

As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.

Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.

Overview

18
18
years of professional experience

Work History

Customer Service Representative

Internal Revenue Service, IRS
06.2021 - 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.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Accessed and closed paper cases by providing the taxpayers with the correct/complete response/resolution and took necessary case actions or disposition.
  • Identified and addressed all issues by demonstrating a high level of knowledge of IRM procedures police’s and regulations.
  • Took timely action needed to initiate appropriate case action.

Sr. Team Manager

Alorica
11.2009 - Current
  • Responsible for supervising a team of 10-20 Call Center agents;
  • Coaching and development
  • Performance Management-Ensuring meet the required KPI’s
  • Disseminating changes in policies and procedures and training material through both verbal and written instruction
  • Monitoring the CMS real time reporting to ensure all agents are productive and adhering to their daily adherence
  • Support Coach
  • Help coach and develop New Hire agents in training
  • Provide assistance for agents to ensure they are ready to take calls
  • Assist manager with weekly coaching's to determine agent behaviors and knowledge of product and services
  • Quality Analyst
  • Provide direct feedback to Team Managers and Operations Managers on specific behaviors demonstrated by New Hire and Production agents
  • Side by Side coaching with agents to help develop new call techniques to improve customer experience
  • Locate specific calls for clients to review for calibrations with different sites
  • Survey callback to help resolve customers concerns

Security Officer

Allied Barton Security
10.2007 - 09.2009
  • Responsible for securing the outside property as well as inside
  • Provide excellent customer service
  • Responsible for filing daily logs and reports
  • Answer phones for property management
  • Observe, secure and report all activities on property

Education

High School Diploma -

Benjamin Banneker High School
College Park, GA
05.2004

Skills

  • Exceptional Organizational Skills
  • Customer Service Orientated
  • Ability to work under pressure
  • Team Orientated
  • Punctual and Dependable
  • Strong Work Ethic

Timeline

Customer Service Representative

Internal Revenue Service, IRS
06.2021 - Current

Sr. Team Manager

Alorica
11.2009 - Current

Security Officer

Allied Barton Security
10.2007 - 09.2009

High School Diploma -

Benjamin Banneker High School

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Stacey Willis