Steven Stanley
Crystal Beach,TX
Summary
Able to supervise and manage multiple personnel within a stressful, fast-paced call center environment while maintaining composure and providing precise instructions. Able to multitask and coordinate various service personnel while focusing on issues at hand.
Overview
30
30
years of professional experience
1
1
Certification
Work History
Customer Care Manager
Southern Broadband, an RTA Company
12.2020 - Current
- Managing and training Customer Care staff for 3 operations centers.
- Troubleshooting, technical support, billing, scheduling.
- Maintaining 6700+ individual customer accounts across three markets, including a densely-populated vacation destination.
- Programming fixed-wireless radios for internet use (Cambium, ePMP, Ubiquiti, Mimosa)
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Programming and maintaining fiber customer routers (DZS)
- Ensure maximum customer satisfaction by providing exceptional and personalized service through telephonic and social media platforms as well as in-person.
- Improving overall customer experience and loyalty
- Created customer support strategies to increase customer retention.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Organized daily workflow and assessed appropriate staffing to provide optimal service.
Licensed Mortgage Loan Officer
Supreme Lending
03.2022 - 07.2022
- Establish, develop and maintain client referral relationships with existing and potential customers, realtors, title officers, builders and developers.
- Explained different types of loans pertaining to client situations.
- Worked with underwriters to fix application problems and resolve issues.
- Reviewed loan files and updated to match current standards.
- Analyzed loan applications and credit reports to determine loan eligibility and risk level.
- Assisted clients in selecting correct loan product and terms to meet needs and financial goals.
- Followed up with clients on missing loan documents, providing guidance on best way to complete application process.
Police Communications Supervisor
Rowlett Police Department
02.1995 - 11.2020
- Supervising and mentoring a 15 person communications team in a 24hr call center
- Answer emergency and non-emergency calls for police, fire and medical assistance, as well as afterhours animal services, public works and parks departments
- Dispatching police, fire, EMS and animal services personnel via multichannel 800MHz radio
- Triaged incoming calls to coordinate effective responses.
- Training new employees
- Calmed angry and distressed callers in difficult or emergency situations.
- Checked equipment for malfunctions and coordinated repair or replacement.
- Directed and monitored team members for compliance with communication, quality and performance standards.
- Prepared teams to manage communications during disasters.
Education
Texas Mortgage Loan Officer License -
Champions School of Real Estate
Houston, TX12-2021
School of Police Supervision -
Institute for Law Enforcement Education
Richardson, TX06-2002
Skills
- Excellent Communication (Verbal, Written) & Listening
- Empathy & Compassion
- Multitasking
- Prioritizing Calls Based on Urgency and Importance
- Calm Under Stressful Situations
- Patience, Dependability & Adaptability
- Time Management & Scheduling
- Positive, Friendly & Motivational Attitude
- Staff mentoring
- Training and mentoring
Certification
Texas Licensed Mortgage Loan Officer February 2022
TCOLE Master Telecommunicator April 2014
TCLEOSE Background Investigator October 2004
TCLEOSE Basic Instructor September 2003
NAEMD Emergency Medical Dispatcher (Last Updated 9/20) March 1999
A.H.A. Basic First Aid & CPR (Last Updated 9/20) December 1996
Timeline
Licensed Mortgage Loan Officer
Supreme Lending
03.2022 - 07.2022
Customer Care Manager
Southern Broadband, an RTA Company
12.2020 - Current
Police Communications Supervisor
Rowlett Police Department
02.1995 - 11.2020
Texas Licensed Mortgage Loan Officer February 2022
TCOLE Master Telecommunicator April 2014
TCLEOSE Background Investigator October 2004
TCLEOSE Basic Instructor September 2003
NAEMD Emergency Medical Dispatcher (Last Updated 9/20) March 1999
A.H.A. Basic First Aid & CPR (Last Updated 9/20) December 1996
Texas Mortgage Loan Officer License -
Champions School of Real Estate
School of Police Supervision -
Institute for Law Enforcement Education
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