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Stacy Middleton
Jacksonville,Florida
Summary
Experienced with handling high call volumes and providing effective customer solutions. Uses strong communication skills to resolve issues efficiently. Track record of maintaining customer satisfaction and working well within team environments.
Customer service professional with extensive background in managing high call volumes and resolving customer issues. Known for reliability and ability to adapt to changing demands while collaborating with team members. Skilled in conflict resolution and maintaining customer satisfaction.
Polite and professional customer experience specialist successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships.
Overview
18
18
years of professional experience
Work History
Contact Center Representative
Voya Financial
Hartford, CT
01.2025 - Current
- Delivered exceptional customer service by resolving inquiries and issues efficiently.
- Utilized CRM software to track customer interactions and ensure accurate record-keeping.
- Collaborated with team members to improve communication strategies and enhance client satisfaction.
- Trained new representatives on call handling procedures and company policies to ensure consistency.
- Led initiatives to streamline workflows, resulting in enhanced operational efficiency and reduced response times.
- Analyzed customer feedback to identify trends and recommend process improvements for service delivery.
- Developed training materials focused on best practices for effective customer engagement and support techniques.
- Participated in regular team meetings, sharing insights on common issues faced by customers for collective problem-solving efforts.
- Provided exceptional customer service by actively listening to inquiries and offering personalized solutions.
- Increased first call resolution rates by utilizing comprehensive product knowledge and problem-solving skills.
ALLY
07.2014 - 12.2023
- Prepare source data for computer entry by compiling, sorting information, and establishing entry priorities.
- Maintain data entry requirements by following data program techniques and procedures.
- Verify entered account data by reviewing, correcting, deleting, or reentering data; combining data from both systems when account information is incomplete; purging files to eliminate duplication of data.
- Test customer and account system changes and upgrades by inputting new data and reviewing output.
- Secure information by completing database backups.
- Maintain operations by following policies and procedures, reporting needed changes.
- Maintain customer confidence and protects operations by keeping information confidential.
- Contribute to team effort by accomplishing related results as needed.
FSCJ
05.2019 - 02.2021
- Collaborates with leadership and makes recommendations for improvement in policies and procedures.
- Respond to inquiries and advise new and prospective students interested in programs offered, inform of funding available, and aid in completing various applications.
- Advise students on a wide variety of student services to include, but not limited to, Web application, admissions and enrollment process, initial academic planning/program of study, course selection, assessment and placement, financial aid/scholarships/VA, records and registration, payment process, orientation and advising.
- Proactively assess customer issues, circumstances, problems, expectations, and needs. Escalates calls to the appropriate person if necessary.
- Input data into computer platform to keep record of each call. Effective communication and critical thinking skills. Performs lookups or extracts records from information system or other files.
- Strong computer navigation and typing skills.
- Ability to manage multiple tasks in a transaction / high volume-based environment.
- Counsels disgruntled callers who have urgent concerns.
ADT
08.2018 - 05.2019
- Proven sales ability and closing skills.
- Strong listening skills used to conduct needs analysis.
- Excellent problem solving and communication skills.
- Ability to multi-task while speaking to prospects.
TD Auto Finance
06.2013 - 07.2014
- Attracts potential customers by answering product and service questions, suggesting information about other products and services.
- Opens customer accounts by recording account information.
- Maintains customer records by updating account information.
- Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
- Maintains financial accounts by processing customer adjustments.
- Recommends potential products or services to management by collecting customer information and analyzing customer needs.
- Prepares product or service reports by collecting and analyzing customer information.
- Contributes to team effort by accomplishing related results as needed.
Citi cards
07.2008 - 06.2013
- Utilize appropriate verification procedures and/or investigative actions in the process of validating customer's information.
- Cross trained in multiple functions and working in a blended environment of inbound and outbound work.
- Systems - RPLID, SNAPS, Fast Data, FDR, FALCON, BEST, and LEXIS NEXIS, KIQ
- Clearly communicate verbally.
- Interpret data and organize information.
- Follow complex procedures while also making judgmental decisions based on general guidelines, regulatory requirements and use extensive fraud knowledge and experience.
- Ability to navigate in multiple processing systems.
- Effectively multi-task within a blended environment.
Education
Associate in arts - Human Services
Florida State College at Jacksonville
05-2009
Bachelor of Science - Human Services
Florida State College at Jacksonville
05-2023
Skills
- Highly enthusiastic individual with over 10 years’ client interface experience With a proven ability to work collaboratively with diverse groups and establish ongoing relationships Capable of quickly understanding how systems are used in order to provide efficient support
- Fraud Detection and Prevention
- Account Analysis
- Top Performer
- Judgmental Credit
- Team Player
- Attention to Detail
- Strong Customer Service Skills
- Issue Resolution
- Call handling
- Customer service
- Problem-solving skills
- Script adherence
- CRM software
- Workload management
- Complaint resolution
- Data entry
- Verbal and written communication
- Building rapport
Interests
Timeline
Contact Center Representative
Voya Financial
01.2025 - Current
FSCJ
05.2019 - 02.2021
ADT
08.2018 - 05.2019
ALLY
07.2014 - 12.2023
TD Auto Finance
06.2013 - 07.2014
Citi cards
07.2008 - 06.2013
Bachelor of Science - Human Services
Florida State College at Jacksonville
Associate in arts - Human Services
Florida State College at Jacksonville