Stacy John-Baptiste
Oswego,IL
Summary
Customer-focused leader skilled at turning dissatisfied customers into loyal business advocates through careful attention to their needs. Offering expertise in sales, administration and team leadership focused on strengthening customer ties while maintaining quality, compliance and service standards. Technologically savvy and forward-thinking.
Overview
13
13
years of professional experience
Work History
Customer Relations Representative
LOMA Systems
Carol Stream
04.2022 - Current
- Process Electronic Service Reports and generate invoices.
- Demonstrate expertise in parts identification, quoting, order entry, and invoicing.
- Provide professional, accurate and clear service quotes to customers.
- Handle order entry for metal detection equipment.
- Adeptly resolve customer complaints by employing attentive listening, research, and problem-solving skills.
Customer Service Representative
Daltile Inc.
Burr Ridge
11.2020 - 04.2022
- Ensured timely and error-free order processing via both telephone and electronic communication methods
- Collaborated with field representatives to provide essential information for sales closure
- Optimized delivery process through regular communication with clients, ensuring on-time and acceptable deliveries.
- Leveraged effective vendor communication to obtain accurate information on stock availability, lead times, and successfully placed product orders.
- Expedited orders
Social Media Supervisor, Guest Services
ULTA Beauty
Romeoville
01.2020 - 10.2020
- Developed and instructed a team of up to 15 Social Media Representatives on attaining Guest Service goals.
- Collaborate with top-level management to enhance resource optimization resulting in attainment of service aims and corporate goals.
- Devised creative solutions to enhance guest service standards and consistently exceed their expectations.
- Managed business KPIs by monitoring, maintaining, and developing while providing monthly updates to management.
- Effectively resolved challenging guest issues.
- Established team goals, mapped out strategies, and optimized workflow.
- Managed annual performance reviews and facilitated the growth of all team members.
- Forged successful partnerships with key stakeholders from different departments to streamline operations.
- Maintained responsibility for overseeing and authorizing all PTO and payroll processes.
- Facilitated routine team gatherings to assess group metrics and establish targets, while fostering a cohesive team culture.
Supervisor, Customer Solutions Center
Daltile Inc.
Burr Ridge
08.2018 - 01.2020
- Led team of 10 Customer Service Reps to meet/exceed Call Center metrics.
- Managed the tracking, upkeep, and evolution of key performance indicators (KPIs) for effective monthly reporting to management.
- Coordinated training sessions for customer service representatives resulting in improved overall performance.
- Achieved satisfactory resolutions for escalated customer concerns
- Managed team growth via yearly performance assessments/Approved both PTO requests and payroll
- Implemented an effective team strategy for directing workflow activities.
- Managed health and safety, recruitment, and general HR operations.
- Facilitated the establishment of productive relationships with various internal teams.
- Implemented regular team meetings to evaluate group metrics, establish objectives, and promote teamwork.
Customer Service Representative
Daltile Inc.
Burr Ridge
06.2014 - 08.2018
- Entered orders received through various channels including phone, fax, email, and walk-in customers
- Engaged with retail customers to answer inquiries, guide product purchases, and liaised with field reps by sharing essential details crucial for finalizing sales.
- Ensured goods were delivered promptly and met customer expectations through consistent follow-up.
- Enhance inventory management by obtaining timely information on stock availability, lead times, and ordering products through proactive vendor communication
- Assisted in expediting shipments when needed
- Maintained accurate records of shipments, deliveries, and inventory.
- Resolved customer credit problems related to billing and accounts receivable
- Facilitated the onboarding process for new team members
Assistant Manager, Customer Service
All Tile Inc.
Elk Grove Village
04.2011 - 06.2014
- Contributed to the leadership and development of a team consisting of 12 Customer Service Reps, resulting in the successful attainment of Call Center metrics.
- Assumed responsibility as the primary resource for handling difficult phone inquiries.
- Served department as a primary mentor/trainer for new and established employees.
- Engaged with retail customers to address queries and support product transactions. Collaborated with field reps to convey essential details for seamless sales operations.
- Facilitated prompt delivery of goods by accelerating shipment processes as needed
- Maintained accurate records of shipment tracking and delivery confirmation
- Managed resolution of customer's credit concerns with regards to accounts receivable
- Streamlined processing of timecards and payroll
Education
High School Diploma -
Chicago H.S. For Agricultural Sciences
Skills
- Skilled in Microsoft Office Applications
- Skilled in Dynamics 365 Implementation
- Salesforce Proficiency
- Kronos
- Shipping and receiving understanding
- Schedule mastery
- Process Optimization
- Customer Correspondence
- Data Collection
Timeline
Customer Relations Representative
LOMA Systems
04.2022 - Current
Customer Service Representative
Daltile Inc.
11.2020 - 04.2022
Social Media Supervisor, Guest Services
ULTA Beauty
01.2020 - 10.2020
Supervisor, Customer Solutions Center
Daltile Inc.
08.2018 - 01.2020
Customer Service Representative
Daltile Inc.
06.2014 - 08.2018
Assistant Manager, Customer Service
All Tile Inc.
04.2011 - 06.2014
High School Diploma -
Chicago H.S. For Agricultural Sciences
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