Stephanie Bender
1931 Shimier Pl,WV
Summary
With a proven track record at 22nd Century Technologies, my knowledge in customer service and critical thinking, enhancing customer satisfaction and loyalty through effective conflict resolution and empathetic engagement. My leadership as an Owner at Honey & Drone showcases my ability to drive financial growth and foster strong client relationships, leveraging my expertise in Microsoft Office Suite and active listening to achieve operational excellence and team development.
Overview
23
23
years of professional experience
Work History
Customer Service Representative
22nd Century Technologies
10.2023 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Participated in training programs to enhance product knowledge and customer service skills.
Owner
Honey & Drone
12.2012 - Current
- Managed day-to-day business operations.
- Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
- Oversaw daily operations, ensuring all tasks were completed accurately and efficiently by team members.
- Increased customer satisfaction by implementing efficient business processes and providing exceptional service.
- Managed financial aspects of the business, including budgeting, financial reporting, and tax preparation.
- Consulted with customers to assess needs and propose optimal solutions.
- Implemented marketing strategies to increase brand awareness and attract new customers.
- Negotiated contracts with suppliers for better pricing and terms, reducing overall costs for the business.
- Established foundational processes for business operations.
- Achieved financial growth with strategic planning, cost control measures, and targeted marketing efforts.
- Organized and attended trade shows and special events to showcase products, network with other businesses and attract new customers.
- Successfully navigated challenging economic conditions by making informed decisions that protected the business''s financial stability.
- Evaluated industry competition regularly to maintain a competitive advantage in the marketplace.
Home Health Aide
Professional Care Services
12.2022 - 10.2023
- Helped patients maintain personal hygiene through bathing, grooming, and toileting assistance when necessary for dignity preservation.
- Maintained a clean and safe home environment for patients, reducing falls and accidents.
- Assisted clients with daily living activities, enhancing their independence and quality of life.
- Performed light housekeeping duties including laundry linen changes sweeping vacuuming and mopping ensuring a clean and organized living space for patients.
- Performed laundry, grocery shopping and other light housekeeping duties as instructed by client.
- Improved patient well-being by providing compassionate and attentive personal care.
- Assisted with meal planning and preparation according to dietary restrictions, meeting nutritional needs while adhering to personal preferences.
- Completed entries in log books, journals, and care plans to accurately document and report patient progress.
- Provided mobility assistance such as walking and regular exercising.
- Traveled to clients' homes to complete healthcare services and promote continuity of care.
- Assisted disabled clients to support independence and well-being.
- Provided transportation and appointments management.
- Transported patients to medical appointments and social outings, fostering community engagement and overall wellbeing.
- Encouraged patients to participate in safe physical activity to help boost mood and improve overall wellness.
- Promptly responded to emergency situations such as falls or medical crises providing immediate care and contacting appropriate personnel when necessary.
- Provided emotional support to patients and families during difficult times, promoting a positive atmosphere conducive to healing.
Department Manager
Walmart
09.2007 - 11.2012
- Oversaw inventory management processes, maintaining optimal stock levels while minimizing waste and losses due to shrinkage or obsolescence.
- Collaborated with other departments to ensure seamless coordination in achieving company-wide objectives.
- Improved customer satisfaction rates through attentive service, prompt issue resolution, and continuous process improvements.
- Maintained a professional work environment by addressing conflicts proactively and fostering open communication among staff members.
- Established clear performance expectations for staff members which led to increased accountability.
- Evaluated employee performance fairly and accurately, rewarding hard work while addressing areas needing improvement.
- Implemented cross-training initiatives for employees, increasing overall departmental knowledge and versatility.
- Provided ongoing staff development opportunities through training programs, workshops, and regular feedback sessions.
- Advised upper management on key decisions based on thorough analysis of sales trends, market conditions, and competitor activities.
- Implemented quality control measures that resulted in improved products or services within the department offerings.
- Streamlined inventory management processes, resulting in more efficient replenishment system and reduced stock shortages.
- Facilitated team meetings to ensure alignment with organizational goals and to foster open communication.
- Developed and executed innovative promotions, driving increased foot traffic and sales.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Office Manager
Johnson Realty, Inc.
04.2002 - 08.2007
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
- Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
- Streamlined office operations by implementing efficient filing systems and organizational strategies.
- Served as a liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.
- Managed vendor relationships, negotiating contracts for cost savings while maintaining high-quality services.
- Supported department heads in accomplishing their goals through diligent administrative assistance such as report generation and data entry.
- Contributed to workplace safety by ensuring compliance with established emergency protocols and conducting regular equipment inspections.
- Facilitated positive work environment, addressing employee concerns promptly and fostering culture of mutual respect.
- Provided comprehensive administrative support to senior management, enabling them to focus on strategic decision-making.
- Oversaw office budget, ensuring all expenditures were within allocated funds and identifying cost-saving opportunities.
- Conducted regular reviews of office procedures, identifying and implementing improvements for operational excellence.
- Streamlined document handling and processing, reducing turnaround time for client inquiries and requests.
- Developed and enforced office policies that aligned with company values and regulatory requirements, maintaining compliance.
- Handled sensitive employee and client information with utmost confidentiality, maintaining trust and integrity.
Education
GED -
Elkins High School
Elkins, WV1992
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Complaint resolution
- Payment processing
- Client relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Call center operations
- Microsoft outlook
- Scheduling
- Follow-up skills
- Call management
- Product knowledge
- Paperwork processing
- Appointment scheduling
- Order processing
- Team development
- Documentation
- Administrative support
- Microsoft Office Suite
- Microsoft PowerPoint
- Data collection
- Customer relationship management (CRM)
- Prioritization
- Staff training
- De-escalation techniques
- Building rapport
- Technical support
- Quality control
- Clerical support
- Filing
- Product sales
- Product and service solutions
- Multi-line phone talent
- Sales expertise
- Order fulfillment
- Recordkeeping strengths
- Reading comprehension
- Office equipment proficiency
- Proofreading
- Retail store support
- Stock management
- Document control
- Quality assurance controls
- POS systems expert
Accomplishments
I am a MEMBER/PRODUCER of the WV GROWN Program through the WVDA. I am active in my community and have held positions with the Randolph County Farm Bureau, where I served terms as the Secretary, Treasurer and Vice President. I served as Vice President of the Elkins-Randolph County Board of Realtors. I was a Member of the Board of Directors of Elkins Main Street, where I received the HORIZON AWARD in 2018. I support the Elkins-Randolph County Chamber of Commerce, in 2020 I received the BUSINESS of the YEAR Award from the Chamber. My business was FEATURED in WV LIVING Magazine in 2014.
Additional Information
Myself and my husband have 3 Pugs, we keep 30 hives of Honey Bees, we operate 3 Greenhouses and 1 High Tunnel where we produce Fruits, Vegetables and Flowers. We LOVE our State and take EVERY OPPORTUNITY to EXPLORE when we can.
Timeline
Customer Service Representative
22nd Century Technologies
10.2023 - Current
Home Health Aide
Professional Care Services
12.2022 - 10.2023
Owner
Honey & Drone
12.2012 - Current
Department Manager
Walmart
09.2007 - 11.2012
Office Manager
Johnson Realty, Inc.
04.2002 - 08.2007
GED -
Elkins High School
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