Summary
Overview
Work History
Education
Skills
Timeline
Generic
Stacy Walling

Stacy Walling

Schertz,TX

Summary

I am highly experienced in customer support and I have advanced skills related to building rapport and maintaining client relationships. I've assisted with customer inquiries, analyzed issues, provided solutions, documented interactions, and collaborated with teams to provide feedback. I've worked many hours as a customer support operator for several different companies and I possess advanced verbal and written communication skills. My vast experience as an independent worker has proven my ability to achieve successful time management while being personable and a friendly voice for customers.

Overview

14
14
years of professional experience

Work History

Client Experience Team Lead With a Communications

TECOVAS
Schertz, TX
08.2021 - Current
  • Seamlessly navigate between agent interactions while using multiple internal systems to assist with customer inquiries; Participate and manage projects relating to team communications; Partner with other departments to align on processes and procedures; Monitor and communicate monthly product launches to the CX team; Broadcast announcements related to processes, systems, products, promotions, events, and team updates, etc.; Collaborate with Training team to compile training materials and lessons/modules; Draft and publish standard operating procedures.
  • Trained new staff in relevant processes and procedures.
  • Maintained accurate records of employee attendance and task completion times.
  • Conducted performance appraisals for team members, providing feedback and identifying areas of improvement.
  • Ensured compliance with company policies and procedures throughout the team.
  • Assisted the manager in setting achievable goals for the team while monitoring progress towards them.
  • Motivated staff through positive reinforcement techniques.
  • Provided support to junior staff during peak periods of workloads.
  • Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
  • Delegated tasks appropriately according to individual skill sets.
  • Resolved escalated customer complaints or queries promptly and efficiently.
  • Monitored team performance against targets, taking corrective action where necessary.
  • Held regular one-on-one coaching sessions with staff members to encourage personal development.
  • Supported the manager in developing plans for future projects, initiatives and objectives.
  • Monitored team progress and enforced deadlines.
  • Collaborated with management team to implement new work procedures or policies.
  • Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.

Senior Client Experience Agent and Senior Stylist

Stitch Fix
Austin, Texas
08.2014 - 08.2021
  • Seamlessly navigate between client interactions while using multiple internal systems; Provide passionate and personalized support that aligns with the company values and voice; Think outside the box to deliver unique and tailored solutions to each client; Identify opportunities for improvement and growth; Use internal systems, as well as style experience and knowledge, to excite and delight clients with selections of clothing curated solely for them.
  • Responded promptly to customer inquiries and complaints in a professional manner.
  • Developed customer relationships and ensured satisfaction with services.
  • Assisted customers with placing orders, answering questions about products, pricing, availability, product uses and credit terms.
  • Conducted market research to identify trends and opportunities in the industry.
  • Followed established procedures for processing returns, exchanges, refunds while maintaining high levels of accuracy.
  • Maintained accurate records of all customer interactions, process customer accounts and file documents.
  • Utilized computer systems for tracking, information gathering and and or troubleshooting.
  • Attended team meetings regularly to discuss updates on products, services and policies changes.
  • Upsold additional products or services when appropriate in order to meet sales goals.
  • Processed payments from customers by cash, check or credit cards accurately according to company guidelines.
  • Maintained accurate records of client interactions and transactions.
  • Participated in ongoing training programs related to job duties or responsibilities.
  • Provided customer service to clients through phone and email communication.

Customer Service and Quality Assurance Specialist

TradeMotion
Austin, TX
04.2010 - 07.2014
  • Manage business-to-business customer service; Build partner relationships with auto parts vendors; Assist with facilitating orders; Troubleshoot discrepancies and errors within the web systems; Answer all client inquiries in a timely manner; Manage client inquiries via web ticketing process; Create and manage training materials for new hires; Evaluate urgency and importance of web errors, issues, and repair tickets.
  • Investigated customer complaints regarding quality issues and implemented corrective actions accordingly.
  • Assisted in developing training materials related to quality assurance topics.
  • Performed root cause analysis of defects identified during testing cycles.
  • Collaborated with cross-functional teams across the organization to ensure adherence to quality objectives.
  • Verified accuracy of product documentation such as labels, instructions, warnings.
  • Monitored production operations for conformance to established quality standards.
  • Participated in supplier evaluation activities including audits, assessments, evaluations.
  • Worked closely with suppliers to ensure that components met required specifications.
  • Identified areas of improvement within the existing Quality Management System.
  • Coordinated activities with other departments related to product release decisions.
  • Interpreted and evaluated test results against established criteria to determine compliance with applicable regulations and standards.
  • Consulted with management and personnel to educate on QA standards.
  • Collaborated with management to discuss effective plans for resolving major quality problems.

Education

Some College (No Degree) - Business Administration

Collin County Community College District
Plano, TX

Skills

  • Performance monitoring
  • Coaching and Mentoring
  • Employee engagement
  • Quality Control
  • Complaint resolution
  • Customer Focus
  • Team Supervision
  • Quality Improvement
  • Client Service
  • Coaching
  • Leadership
  • Work Planning and Prioritization
  • Problem-Solving
  • Attention to Detail
  • Issue Resolution
  • Teamwork and Collaboration

Timeline

Client Experience Team Lead With a Communications

TECOVAS
08.2021 - Current

Senior Client Experience Agent and Senior Stylist

Stitch Fix
08.2014 - 08.2021

Customer Service and Quality Assurance Specialist

TradeMotion
04.2010 - 07.2014

Some College (No Degree) - Business Administration

Collin County Community College District

Similar Profiles

CREATE PROFILE
Stacy Walling