STELLA LILLIE
Broomfield,CO
Summary
Versatile Client Service Specialist with 10+ years' experience and transferrable skills who builds client trust with strategic language and unwavering customer support attitude. A proving history of optimizing clients satisfaction by identifying client needs and striving to deliver solutions beyond the clients original requests. Exhibits exceptional communications skills coupled with high standard of service and support.
Overview
12
12
years of professional experience
Work History
Customer Service Specialist
eClinicalWorks
01.2022 - Current
- Provide support to users of software including troubleshooting, analyzing problems, answering questions, and forming solutions to issues
- Communicate effectively with end users, colleagues, and management to resolve issues and ensure customer satisfaction on a timely manner
- Address and resolve customer complaints empathetically and professionally
- De-escalate problematic customer concerns while maintaining calm and friendly demeanor
- Maintain records of daily interactions with customers for reported issues and completed solutions along with any further actions required of management or repair personnel
- Inform customers about products and services
- Selected Contributions: Employee off the Month in October 2022
- Employee of the Month in February 2023
- Support assistance to colleagues during Customer Service Center's adaptation to new service system
- Support email responding to clients and non-clients
- Assist new hires with side-by-side trainings
- Maintain an average score above 90 for call quality throughout the year.
Customer Relation Assistant Manager
Ban Thai Inc.
01.2020 - 01.2022
- Responsible for customer satisfaction during until the end of the sale
- Resolved customer complaints efficiently
- Kept customers updated with the correct information and prices
- Long-lasting relationships by cultivating and building trust with customers
- Promoted the company by implementing marketing strategies
- Supply and inventory management
- Budgeting
- Implemented customer analysis to identify trends or eliminate risks to generate revenue
- Negotiated with suppliers for the fairest price, pay term and delivery dates.
Language School Branch Manager
Columbia English Language Program
01.2012 - 01.2020
- Provided leadership to all teachers and administration within the program that supported up to 320 students
- Completed projects for school holidays, competitions, open houses, internal and outing events
- Set benchmarks for measurements requiring teacher evaluations and student proficiency
- Focused on daily sales to meet the semester target goals
- Contributed to interviewing, staffing, and scheduling of the staff
- Completed meetings and provided resources to ensure continuous growth for all teachers and support staff
- Developed positive relationships with the staff, parents, and students
- Identified and resolved challenges within the students through collaboration with both parents and teachers
- Cultivated long-lasting relationships with customers through periodic check-ins through calls and face-to-face interaction
- Provided feedback to direct reports to establish goals and allow for continued improvements
- Handled escalated customers and implemented negotiation strategies to resolve customer complaints
- Selected Contributions: Employee of the Month Award in 2013 and 2017
- Increased student enrollment and sales by 25% over the span of 12 months through supporting marketing initiatives.
Education
Bachelor of Arts - Asian American Studies
University of Texas at Austin
Austin, TX05.2012
Skills
- Active Listening
- Communication Skills
- Time Management
- Problem Solving
- Critical Thinking
- Leadership
- Teamwork
- Project Planning
- Adaptability
- Microsoft Office
- Customer Service
- Sales
Languages
Chinese (Mandarin)
Professional Working
Timeline
Customer Service Specialist
eClinicalWorks
01.2022 - Current
Customer Relation Assistant Manager
Ban Thai Inc.
01.2020 - 01.2022
Language School Branch Manager
Columbia English Language Program
01.2012 - 01.2020
Bachelor of Arts - Asian American Studies
University of Texas at Austin
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