Stacy Wallace
Killeen
Summary
Results-oriented professional with a proven track record of exceeding targets and driving success in dynamic environments. Strategic thinking is seamlessly integrated with hands-on experience to deliver impactful solutions that enhance organizational performance. A strong focus on collaboration and innovation fosters a culture of continuous improvement, ensuring alignment with business objectives. Committed to leveraging expertise to contribute meaningfully to team success and overall growth.
Overview
13
13
years of professional experience
Work History
SSR
Houghton Mifflin Harcourt
02.2019 - 10.2025
- Assists the sales team by coordinating customer orders, managing client inquiries, preparing sales materials and maintaining customer records. Key responsibilities include using CRM and Salesforce software, demonstrating strong communication and organizational skills, and working under pressure to meet deadlines.
- (remote as well)
CSR
Boon-Chapman
11.2017 - 12.2018
- Taking and handling inbound calls for life insurance claims and home health care inquires. I answered all questions pertaining to the claims and benefits of their insurance, took escalated calls, assisted in training new employees, entered and indexed mail from customers and funeral homes.
CSR
Visa – Falcon CSR
02.2016 - 09.2017
- Taking and handling inbound calls for many financial intuitions regarding fraud on their account, balances, general inquiries, reissuing cards and all other aspects of card services.
Disputes Specialist
Achieve Card
03.2014 - 06.2015
- Processed Fraud and Merchant Disputes for our financial institution
- Investigations completed thoroughly by contacting and reaching out to merchants
- Fluent knowledge of Regulation E and Visa guidelines
Supervisor
Achieve Card
02.2013 - 02.2014
- Managed a team of 10-15 customer service agents
- Reviewed metrics and executed plans to improve QA and stats (including AHT)
- Ensured all metrics and attendance met goals weekly
- Provided plan of corrections which could lead to termination
Education
No Degree -
Virginia College Business
Austin, TXHigh School Diploma -
Granger High School
Granger, TXSkills
- Skilled in Microsoft Office applications
- Typing speed of 35-40 WPM
- Skilled in administrative support
- Skilled in Windows XP and Salesforce
- Comprehensive lease administration
- Familiarity with Regulation E
- Proficient in handling ticket transactions for MasterCard and Visa
- Fraud dispute investigation
Timeline
SSR
Houghton Mifflin Harcourt
02.2019 - 10.2025
CSR
Boon-Chapman
11.2017 - 12.2018
CSR
Visa – Falcon CSR
02.2016 - 09.2017
Disputes Specialist
Achieve Card
03.2014 - 06.2015
Supervisor
Achieve Card
02.2013 - 02.2014
No Degree -
Virginia College Business
High School Diploma -
Granger High School