Summary
Overview
Work History
Education
Skills
Timeline
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Stefanie Thompson

Dunn,NC

Summary

Energetic Customer Services Representative Supervisor with several years of experience supporting employees and customers. Skilled in listening to customers and resolving problems according to company policy. Supportive leader with strong interpersonal skills created positive culture for team of representatives.

Overview

12
12
years of professional experience

Work History

Customer Service Representative Mentor

Essentia Health
Duluth, MN
07.2022 - Current
  • Ensured adherence to company policies and procedures related to customer service operations.
  • Coached employees on how to handle difficult situations in an effective way.
  • Maintained up-to-date knowledge of products, services, policies, procedures, and trends in the industry.
  • Responded promptly to escalated inquiries from customers or other departments.
  • Analyzed customer complaints to identify common issues and develop solutions accordingly.
  • Conducted daily mentoring sessions with customer service reps on the phone floor.
  • Created reports outlining customer service representative's progress and areas of improvement.
  • Resolved customer inquiries in a timely manner.
  • Monitored performance metrics related to quality assurance initiatives.
  • Developed training materials related to customer service best practices.
  • Conducted regular audits of call recordings to ensure compliance with quality standards.
  • Trained employees on proper etiquette when handling customer calls.

Customer Service Representative

Walmart, Synchrony Financial
East Dublin, FL
04.2013 - 01.2022
  • Conducted regular follow-up calls with customers after resolving their issues.
  • Resolved customer complaints promptly and efficiently.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Maintained a high level of professionalism when dealing with difficult customers.
  • Provided accurate information about products and services to customers.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Answered customer inquiries via phone, email, and chat.
  • Provided exceptional customer service to ensure customer satisfaction.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Identified areas of improvement in customer service processes and suggested changes accordingly.

Education

Some College (No Degree) - Business Administration

AXIA ONLINE COLLEGE
Phoenix, AZ

Skills

  • Customer service
  • Employee training
  • Call auditing
  • Performance metrics
  • Conflict resolution
  • Customer relationship management
  • Quality assurance
  • Team mentoring
  • Process improvement
  • Effective communication
  • Problem solving
  • Refund processing
  • Product knowledge
  • Call center experience

Timeline

Customer Service Representative Mentor

Essentia Health
07.2022 - Current

Customer Service Representative

Walmart, Synchrony Financial
04.2013 - 01.2022

Some College (No Degree) - Business Administration

AXIA ONLINE COLLEGE

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Stefanie Thompson