STACY J NELSON
National Grid
Syracuse,NY
26
years of professional experience
My goal is to obtain a career position in a fast-paced environment where I can nurture my existing skills as well as learn and grow both personally and professionally.
Work History
CSR111
3 Years 9 Months- Delivered commercial customer service in high-volume environment, achieving consistent call resolution and exceeding customer expectations. Demonstrated strong communication skills through empathy and patience in customer interactions. updating customer records in the CRM database, ensuring accuracy and completeness of information
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
CSRII Inbound Call Center
5 Years- High volume inbound call center. Managed customer billing inquiries efficiently, Reported service outages to relevant teams, Facilitated service orders to meet customer needs. Verified account information and budget billing to ensure accurate customer records. Coordinated issue management to resolve customer problems, Delivered customer care to resolve inquiries, adapting to different customer situations, maintaining a positive tone and providing clear, helpful information.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked flexible hours across night, weekend, and holiday shifts.
Scheduling Agent, Inbound call center
3 Years 5 Months- Scheduled high volume of routine and emergency dental exams, ensuring efficient patient flow. Provided information to prospective patients with care and empathy, enhancing their understanding of services.
- Managed appointment scheduling, balancing provider calendars, chair availability, and patient preferences.
- Coordinated inbound and outbound calls to confirm visits, reschedule appointments, and reduce missed openings.
- Updated patient records in practice management systems with accurate contact, availability, and appointment details.
Issue Management, Customer Care
1 Year 3 Months- Inbound call center staff, client support, Managed client connection setups and terminations efficiently., Coordinated payment arrangements to assist clients with their accounts..
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked flexible hours across night, weekend, and holiday shifts.
Customer Service Rep/ Insurance Agent
1 Year 3 Months- Managed accounts receivable for policy holders to ensure timely processing and resolution, writing of policies for personal insurance lines, customer service, Handled customer inquiries and complaints effectively, office/clerical, finance account management
- Processed policy changes, endorsements, and cancellations with accuracy in agency management systems.
- Explained billing, payment schedules, and renewal notices to support timely account resolution.
Manager/ Insurance Agent
4 Years 2 Months- Writing of policies for multiple quotes to auto insurance clients, customer advocacy addressing policy concerns of clients, Managed team of company representatives to enhance overall productivity, accounts payable/receivable, Oversaw inbound call operations for branch, improving client communication, Facilitated lead allocation to enhance sales efforts
- Directed daily insurance operations, ensuring accurate policy processing and client service.
- Supervised staff performance, coaching team members on coverage procedures and service standards.
- Reviewed applications and renewals for completeness, accuracy, and compliance with carrier guidelines.
Office, Clerical
11 Months- Conducted lead generation activities to identify and connect with prospective customers. to gain market share from competitive agencies, writing of auto, tenant and homeowner policies for clients, lead disbursement to available agents to match skill set with prospects, accounts receivable, customer service obtained licensure through the State of North Carolina, Property and Casualty
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Education
- General Studies, Human Service
General Studies diploma - Required
Bachelor of Science - Business Management
Skills
Customer service
Goal-oriented
Active listening
Calm under pressure
Flexible and adaptable
Data entry
Multitasking Abilities
Conflict resolution
Critical thinking
Computer skills
Problem-solving
Friendly
positive attitude
Verbal communication
Empathetic customer interaction
Timeline
CSR111
National Grid
01.2023 - CurrentRead More
CSRII Inbound Call Center
National Grid
10.2021 - CurrentRead More
Scheduling Agent, Inbound call center
Aspen Dental Management
03.2016 - 08.2019Read More
Issue Management, Customer Care
Pennsylvania Power and Light
08.2011 - 11.2012Read More
Customer Service Rep/ Insurance Agent
All About Insurance
05.2006 - 08.2007Read More
Manager/ Insurance Agent
Hix Insurance Center
03.2002 - 05.2006Read More
Office, Clerical
Nationwide Insurance
01.2001 - 12.2001Read More
Trumbull High School
General Studies diploma from Required
Read More
Ivy Tech Community College
from General Studies, Human Service
Read More
Southern New Hampshire University
Bachelor of Science from Business Management
Read More
Deans List
I am persistent in staying motivated to further my education and career, always looking for ways to improve work relationships. Hobbies include staying active in my children's sports programs and going to the beach. I love and animals and fall weather.