Summary
Overview
Work History
Education
Skills
Timeline
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Stephanie Boyd

Roanoke,AL

Summary

Dynamic Customer Service Lead at Webcredenza with a proven track record in customer complaint resolution and account management. Enhanced client satisfaction through effective communication and problem-solving, consistently exceeding performance goals. Skilled in call center operations, I thrive in high-pressure environments, delivering exceptional service and fostering strong client relationships.

Overview

26
26
years of professional experience

Work History

Customer Service Lead

Webcredenza
04.2022 - Current
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
  • Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
  • Managed high call volumes while maintaining a professional demeanor, resulting in increased customer loyalty.
  • Exceeded performance goals consistently through effective communication and problem-solving skills.
  • Reduced average call handling time through efficient problem diagnosis and resolution techniques.
  • Greeted customers and listened closely to problems described to determine solutions.

Expert Account Specialist

Intrado
02.1999 - 04.2022
  • Enhanced client satisfaction by promptly resolving account issues and providing exceptional customer service.
  • Completed routine and complex account updates to resolve problems.
  • Managed multiple accounts simultaneously, demonstrating exceptional organizational skills and attention to detail.
  • Set up new customer accounts and updated existing profiles with latest information.
  • Maintained strong relationships with clients through regular communication and proactive problem-solving efforts.
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Demonstrated resilience in high-stress situations, consistently maintaining a calm demeanor and professional tone when assisting challenging customers.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Enhanced customer satisfaction by efficiently handling high call volumes and promptly addressing inquiries.
  • Assisted customers by answering questions and responding to inquiries.
  • Assisted in training new employees on call center processes, fostering a positive work environment through teamwork and collaboration.

Education

Academic

East Coweta High School
Sharpsburg, GA

Skills

  • Email etiquette
  • Customer complaint resolution
  • Account management
  • Interdepartmental communication
  • Administrative duties
  • Telephone etiquette
  • Call center experience
  • Interpersonal communications
  • Customer service excellence
  • Client engagement
  • Call center operations
  • Call management

Timeline

Customer Service Lead

Webcredenza
04.2022 - Current

Expert Account Specialist

Intrado
02.1999 - 04.2022

Academic

East Coweta High School

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Stephanie Boyd