STACIA REESER
Circleville,USA
Summary
Customer Service Specialist with extensive experience resolving complex technical and billing issues. Achieved a 98% first-contact resolution rate while mentoring junior agents, resulting in a 10% increase in team satisfaction scores. Committed to enhancing support quality through leadership and process improvements.
Overview
14
14
years of professional experience
Work History
Scheduler
OSUP
Columbus, Ohio
07.2026 - Current
- Scheduled patient appointments using electronic health record systems to maximize efficiency.
- Coordinated with healthcare providers to confirm appointment availability, improving scheduling efficiency.
- Managed patient inquiries via phone, fostering clear communication and increasing patient satisfaction.
- Verified insurance information and updated patient records, ensuring compliance and accuracy.
- Maintained organized calendars for multiple healthcare providers to optimize scheduling.
- Recorded patient visits in the electronic health record system, ensuring accuracy and completeness.
- Reviewed patient insurance coverage to confirm eligibility for services. and collected pre-authorizations from providers.
CUSTOMER SERVICE SPECIALIST
Verizon
Circleville, Ohio
04.2019 - 12.2025
- Managed a dedicated queue for complex, technical escalations, achieving a 98% first-contact resolution (FCR) rate by utilizing deep product knowledge and cross-functional communication.
- Mentored and coached 5 junior agents on best practices for de-escalation and efficient ticket handling, leading to a 10% increase in the team's overall CSAT average.
- Authored and maintained internal knowledge base articles, reducing internal search time by 15% and accelerating agent training timelines.
- Handled high-volume inquiries (100+ daily) via multi-channel support (phone, email, and live chat) in a fast-paced environment.
- Consistently maintained an average customer satisfaction score of 4.9 out of 5.0, earning the “Top Performer” award for six consecutive quarters.
- Successfully identified and reported recurring product defects, collaborating with the Product team to implement fixes that improved user experience for over 10,000 customers.
- Resolved complex billing and technical issues with clear, step-by-step support, ensuring fast, accurate outcomes for customers.
Customer Service Sales Representative
ROI Industries
Circleville, Ohio
05.2012 - 04.2019
- Closed upsell opportunities by recommending relevant product bundles, increasing average transaction value per sale.
- De-escalated frustrated customers using calm scripted techniques, restoring satisfaction and retaining accounts.
- Resolved 50+ daily inbound customer inquiries via phone and chat, restoring account access and confirming orders.
- Handled billing disputes and applied correct credits in billing system, preventing recurring payment failures.
- Documented common troubleshooting steps in knowledge base articles to cut repeat contact for frequent issues.
Skills
- Project Management, Public Relations, Teamwork, Time Management, Leadership, Effective Communication, Critical Thinking, De-escalation, Customer Satisfaction Expert, Attention to Detail, Stress Management, Negotiation, Conflict Resolution
- Electronic health records
- Scheduling software
- Insurance verification
- Appointment scheduling
Timeline
Scheduler
OSUP
07.2026 - Current
CUSTOMER SERVICE SPECIALIST
Verizon
04.2019 - 12.2025
Customer Service Sales Representative
ROI Industries
05.2012 - 04.2019