STEFFANIE M. HESLOP BEECH
Rosedale,New York
Summary
Responds to customer inquiries with courtesy and professionalism. Skilled at accepting high volume of inquiries, researching information and explaining details. Cheerful and upbeat, creating a friendly environment and minimizing complaints with top-notch service.
Overview
5
5
years of post-secondary education
11
11
years of professional experience
Work History
WHEELCHAIR AGENT
Grupo Eulen
Queens, New York
03.2026 - Current
- Assisted passengers with mobility needs through airport terminals under Grupo Eulen service standards.
- Escorted travelers from check-in to gates using wheelchairs and safe walking support.
- Guided passengers through security, baggage claim, and departure areas with care.
- Maintained wheelchair readiness and checked equipment for safe passenger use.
- Provided baggage support for passengers needing extra help during transfers.
- Communicated flight changes and service needs to supervisors and gate teams.
BAGGAGE HANDLER
Prosegur Service Group
Terminal 8, NY
04.2024 - Current
- Handled delayed baggage and supported passenger service requests.
- Sorted baggage using conveyor systems and flight destination labels.
- Communicated with airline staff and team members on baggage status.
- Followed Prosegur safety procedures during all baggage handling tasks.
- Maintained clean work areas and organized baggage staging zones.
RETAIL ASSOCIATE (PART TIME)
Burlington Store
, NY
12.2023 - 10.2024
- Greeted customers and provided excellent customer service. Assisted customers in finding products, answered questions, and made product recommendations.
- Ensured adequate stock levels to support sales demands.
- Conducted regular stock counts to verify accuracy of inventory records.
- Monitored sales floor to proactively address customer needs and ensure a safe shopping environment.
- Monitored sales floor for signs of theft and reported incidents to loss prevention personnel.
- Performed price checks on items requested by customers.
- Followed store merchandising plans and completed sales floor resets to move product and create new displays.
- Arranged merchandise displays for seasonal promotions and clearance events.
CUSTOMER SERVICE REP (TEMP)
National Grid
Brooklyn, New York
02.2024 - 04.2024
- Answered inbound calls to greet and assist customers with various needs and questions.
- Greeted and assisted customers through inbound calls, addressing diverse needs and inquiries.
- Provided solutions, recommendations and replacements with empathy and positive feedback.
- Documented customer interactions in CRM system to ensure accurate tracking and follow-up.
- Documented detailed notes in CRM system to track customer interactions.
- Recommended products and services tailored to customers' needs and goals.
QUALITY ANALYST (AUDIBLE)
IBEX GLOBAL
01.2019 - 11.2023
- Monitored KPIs to proactively address agents progressRecorded findings of inspection process, collaborating with quality team to implement corrective actions.
- Analyzed quality and performance data to support operational decision-making.
- Compiled and distributed weekly feedback to team leaders and managers to improve the agents' performances.
- Monitored key performance indicators to gauge team progress and identify areas for improvement. to assess team efficiency. to proactively address agents' progressRecorded inspection findings and collaborated with quality team to implement corrective actions, ensuring compliance with standards.
CUSTOMER SERVICE REP (AUDIBLE)
IBEX GLOBAL
09.2017 - 01.2019
- Actively listened to customers, addressed concerns promptly, and escalated major issues to supervisor for resolution.
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high volume of customer calls, ensuring minimal wait times and efficient service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Guided customers through product selection, ordering, billing, returns, exchanges, and technical support, enhancing overall customer experience.
CUSTOMER SERVICE REP (AMAZON)
XEROX
08.2016 - 01.2017
- Acted as welcoming first point of contact for customer inquiries, ensuring a positive experience.
- Cultivated strong customer relationships, leading to increased repeat business.
- Developed lasting relationships with customers, which helped to bring in additional business opportunities.
- Maintained knowledge of products, services, and promotions to provide accurate information to customers.
- Provided initial assistance to customers, ensuring their questions were answered.
HOSTESS AND SERVER
Opa Greek Restaurant and Santorini Lounge
08.2015 - 07.2016
- Greeted customers warmly upon arrival, ensuring a welcoming atmosphere throughout the dining experience.
- Managed reservations and to-go orders by phone, addressing customer questions and providing accurate wait times.
- Responded to customer inquiries about hours, seating, and menu options, enhancing their overall experience.
- Supported servers, food runners, and bussers with keeping dining area ready for every guest.
Education
BUSINESS ADMINISTRATION SECRETARIAL SKILLS -
Stony Hill HEART Academy
HIGH SCHOOL DIPLOMA -
St. Jago High School
09.2003 - 06.2008
Skills
- Customer issue resolution
- Customer inquiry resolution
- Inbound call assistance
- Reservation management
- Mobility assistance
- Communicated flight information
- Assisted with group mobility
- Welcomed arriving passengers
Timeline
WHEELCHAIR AGENT
Grupo Eulen
03.2026 - Current
BAGGAGE HANDLER
Prosegur Service Group
04.2024 - Current
CUSTOMER SERVICE REP (TEMP)
National Grid
02.2024 - 04.2024
RETAIL ASSOCIATE (PART TIME)
Burlington Store
12.2023 - 10.2024
QUALITY ANALYST (AUDIBLE)
IBEX GLOBAL
01.2019 - 11.2023
CUSTOMER SERVICE REP (AUDIBLE)
IBEX GLOBAL
09.2017 - 01.2019
CUSTOMER SERVICE REP (AMAZON)
XEROX
08.2016 - 01.2017
HOSTESS AND SERVER
Opa Greek Restaurant and Santorini Lounge
08.2015 - 07.2016
HIGH SCHOOL DIPLOMA -
St. Jago High School
09.2003 - 06.2008
BUSINESS ADMINISTRATION SECRETARIAL SKILLS -
Stony Hill HEART Academy