Stacy Whalen
Fort Smith,AR
Summary
Skilled Customer Service Professional with outstanding abilities in coaching, documentation and active listening. Great decision-maker and valued employee. Proven history of reliability, resourcefulness and effective leadership.
Overview
16
16
years of professional experience
Work History
VOC Administrator/Senior Customer Service Lead
Rheem Manufacturing Company
05.2010 - Current
- Enhanced database management systems, resulting in more accurate and accessible VOC data for analysis.
- Answered incoming calls and emails from current customers and asked open-ended questions to determine needs.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
- Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
- Assisted with onboarding new hires by sharing expertise in company policies, procedures, systems usage.
- Organized regular team meetings to share best practices, driving continuous improvement within the department.
- Exceeded performance goals consistently through effective communication, coaching and problem-solving skills.
Owner
Exotic Tan Company
04.2008 - 07.2009
- Managed day-to-day business operations.
- Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
- Oversaw daily operations, ensuring all tasks were completed accurately and efficiently by team members.
- Increased customer satisfaction by implementing efficient business processes and providing exceptional service.
- Hired trained, and managed a high-performing team of employees dedicated to achieving company goals.
Education
Bachelor of Arts - General
University of Arkansas At Monticello
Monticello, AR12.2021
Skills
- Time management
- Continuous Improvement Mindset
- Microsoft Office Suite proficiency
- CRM software knowledge
- Customer Feedback Analysis
- Medallia survey program
Timeline
VOC Administrator/Senior Customer Service Lead
Rheem Manufacturing Company
05.2010 - Current
Owner
Exotic Tan Company
04.2008 - 07.2009
Bachelor of Arts - General
University of Arkansas At Monticello
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