Stefanie Mace
Plattsmouth,United States
Summary
Dedicated professional with over a decade of experience and effective results in customer relations and support, webinar management, and financial services. Recognized for team-oriented mindset, effective problem-solving skills, and the ability to expand and enhance positive customer experiences. Reliable and committed to achieving organizational goals through effective communication, strategic execution, and fostering a culture of engagement.
Overview
1
1
Certification
22
22
years of professional experience
Work History
Platform Support SME
Orion
Omaha, United States
02.2026 - Current
- Serve as a frontline point of contact for client inquiries across phone, chat and case channels with professionalism and urgency.
- Provide clear training, guidance, and best practices to help clients navigate the workflows or platform topics they need support with, using your established support resources.
- Troubleshoot entry-level workflows, platform navigation issues, feature questions, and data related inquiries.
GPS Representative
Mutual of Omaha
Omaha, United States
04.2025 - 02.2026
- Manage a high-volume queue-based workflow to ensure timely and precise processing of member insurance coverage requests.
- Process new and maintain enrollments, terminations, and reinstatements with meticulous attention to detail and adherence to compliance requirements.
- Facilitate seamless communication between the home office and group insurance brokers to support collaborative problem-solving and positive client outcomes.
Customer Support Specialist → Member Support Consultant II → Special Project Support → Support Consultant → Member Engagement Consultant
LinkedIn
Omaha, United States
01.2015 - 02.2025
- Progressed through five roles over a 10-year tenure, demonstrating adaptability, strong performance, and expertise in customer service, member engagement, account management, and special projects.
- Delivered exceptional member experiences by providing support through live chat, email, phone, webinars, and account assistance, resolving complex inquiries, managing high-volume case workloads, and building strong relationships through clear, professional communication.
- Planned and executed large-scale member education webinars for approximately 4,000 professionals and executives monthly.
- Investigated and resolved account access and account removal requests, collaborated cross-functionally to streamline issue resolution, identified opportunities for process improvement, documented and escalated product functionality concerns, supported premium product adoption, and contributed to special initiatives including expert-reviewed resume feedback and quarterly team-building efforts.
Senior Financial Service Specialist
SAC Federal Credit Union
Omaha, United States
11.2009 - 01.2015
- Processed loan applications with approval limits up to $15,000.
- Provided supervisory support in the absence of management, including scheduling, member support and opening, closing and balancing the vault daily.
- Consistently exceeded sales targets for new accounts and financial products.
- Trained and mentored new employees to enhance onboarding and team performance.
Customer Service Representative
Great Western Bank
Omaha, United States
02.2009 - 11.2009
- Ensured exceptional service while managing account openings, loan applications and customer transactions.
- Maintained accurate vault balances and processed currency orders with the Federal Reserve.
Customer Service Representative
Professional Veterinary Products
01.2008 - 01.2009
Customer Service Assistant
Werner Enterprises
01.2007 - 01.2008
Secretary I, Sarpy County Juvenile Probation
Sarpy County
01.2004 - 01.2007
Skills
- Customer Support & Engagement
- Email & Live Chat Communication
- Webinar Hosting & Management
- Data Tracking & Reporting
- Team Collaboration & Training
- Account & Member Support
Certification
- Cultivating a Growth Mindset
- Components of Effective Learning
- Understanding Customers Using Jobs to Be Done with David Duncan
Timeline
Platform Support SME
Orion
02.2026 - Current
GPS Representative
Mutual of Omaha
04.2025 - 02.2026
Customer Support Specialist → Member Support Consultant II → Special Project Support → Support Consultant → Member Engagement Consultant
LinkedIn
01.2015 - 02.2025
Senior Financial Service Specialist
SAC Federal Credit Union
11.2009 - 01.2015
Customer Service Representative
Great Western Bank
02.2009 - 11.2009
Customer Service Representative
Professional Veterinary Products
01.2008 - 01.2009
Customer Service Assistant
Werner Enterprises
01.2007 - 01.2008
Secretary I, Sarpy County Juvenile Probation
Sarpy County
01.2004 - 01.2007