Stephanie Cotterill
Tulsa,OK
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
Overview
20
20
years of professional experience
Work History
Customer Service Representative
SYNQ3 Restaurant Solutions
Tulsa, OK
05.2022 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Recommended products to customers, thoroughly explaining details.
- Collected and analyzed customer information to prepare product or service reports
- Responded to customer requests for products, services and company information
- Answered product and service questions, suggesting other offerings to attract potential customers
- Offered advice and assistance to customers, paying attention to special needs or wants
- Answered customer telephone calls promptly to avoid on-hold wait times
- Updated account information to maintain customer records
Homemaker
N/A
Collinsville, OK
03.2009 - Current
- Warm, helping, loving and caring atmosphere
- Respond appropriately to household needs
- Prepare meals while balancing nutrition and following healthy diets
- Maintain cleanliness and sanitization
- Offered immediate assistance in emergency situations to evaluate needs and deliver care
- Promoted good oral and personal hygiene by aiding children with, bathing and teeth brushing
- Performed quality control procedures on household duties
- Oversaw home inventory of supplies and groceries by tracking use and placing new orders
- Offered learning opportunities to help family members to develop important life skills
- Assisted household's health by scheduling medical appointments and arranging transportation when needed
- Maintained adequate coverage for household needs without exceeding budget targets by coordinating schedules and team workflows
- Protected family's money and property by tracking spending and reconciling accounts
- Delivered polished and thorough lectures on home management topics
- Arranged for ongoing housekeeping to keep home areas clean, neat and properly sanitized
- Supervised preparing meals and handling chores and provided constructive feedback of household members
- Received and processed stock into inventory management system
Customer Service Representative Agent
Alorica
Tulsa, OK
03.2020 - 07.2021
- Assisted customers with warm and professional attitude
- Took inbound calls for major health insurance company
- Assist physicians in checking for eligibility or pre-certification of patients
- Transfer calls to appropriate state and plan
- Kept records of customer complaints
- Report when automated system did not work properly
- Developed and actualized customer service initiatives to decrease wait times
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Answered customer telephone calls promptly to avoid on-hold wait times
- Met customer call guidelines for service levels, handle time and productivity.
Cashier/Customer Service
EZ Mart
Collinsville, OK
02.2015 - 08.2015
- Set gas pumps for pre-pay
- Stock shelves and soda machines
- Check that prices are accurate and fix accordingly
- Set sales
- Keep store clean, sanitized and orderly
- Restocked and organized in front lanes
- Helped customers complete purchases, locate items and join reward programs
- Restocked and organized merchandise in front lanes
- Maintained secure cash drawers, promptly resolving discrepancies in daily totals
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels
- Welcomed customers and helped determine their needs
- Stocked, tagged and displayed merchandise as required
- Created price tags and merchandise signs
- Checked personal identifications during alcohol and tobacco sales
- Worked closely with shift manager to solve problems and handle customer concerns
- Greeted customers entering store and responded promptly to customer needs
Sales Associate
Belk
Owasso, OK
04.2009 - 01.2011
- Met every consumer with care along with friendly and approachable attitude
- Assisted each customer with knowledge of products
- Up-sale and used suggestive selling practices to raise total amount sold daily
- Placed orders of merchandise not held in store or that was running out
- Kept department clean and put back items left in dressing rooms or anywhere else
- Set sale signs and took them down where needed
- Kept up with price of merchandise each day and changed it accordingly
- Processed customer transactions
- Monitored and participated in inventory
- Organized new merchandise
- Responsible for general cleaning
- Helped ensure customer satisfaction
- Maximized sales transactions
- Engaged with customers to build rapport and loyalty
- Prepared merchandise for sales floor by pricing or tagging
- Increased sales by offering advice on purchases and promoting additional products
- Enhanced product presentation and promotional material displays, working alongside retail
- Supervised changing rooms, rehanging unwanted merchandise and supporting loss prevention initiatives
- Processed product returns and assisted customers with other selections
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations
- Educated clients on current promotional offerings and products using persuasive selling tactics
- Enhanced product presentation and promotional material displays, working alongside retail representatives
- Accurately processed POS transactions, returning coin, currency, payment cards and receipts to customers
- Helped customers locate products and checked store system for merchandise at other sites
- Trained and developed new hires in company processes, product knowledge, customer service and selling techniques
- Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise
Customer Service Representative
Capital One Auto Finance
Tulsa, OK
08.2008 - 01.2009
- Collected and analyzed customer information to prepare product or service reports
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Processed customer adjustments to maintain financial accounts
- Offered advice and assistance to customers, paying attention to special needs or wants
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions
- Answered customer telephone calls promptly to avoid on-hold wait times
- Updated account information to maintain customer records
- Investigated and resolved customer inquiries and complaints quickly
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Recorded actions taken, issues resolved and auto loan information to effectively manage customer accounts
Assistant Manager/Laundry Attendant
Brookside Laundromat
Tulsa, OK
02.2006 - 04.2008
- Wash, dry, fold customer's drop off laundry
- Managed bookkeeping, monthly accounts and supplies
- Troubleshooting machines
- Trained new owners how to run laundromat
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies
- Completed regular inventory counts to verify stock levels, address discrepancies and forecast future needs
- Helped with planning schedules and delegating assignments to meet coverage and service demands
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences
- Made hiring recommendations to increase company's productivity and profitability with quality workers
- Recognized staff for contributions to company success to foster engagement and increase productivity
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service
Education
Diploma -
Owasso High School
Owasso, OK05.2006
Skills
- Microsoft Word, Office, Excel (10 years)
- Typing 55 wpm (10 years)
- Customer Service Expert
- Call Center Experience
- Laundry Expert
- Management Experience
- Phone etiquette and Call Transfers
- Courteous with Strong Service Mindset
- POS Systems and Ordering Platforms
- Upbeat and Positive Personality
- Issue and Complaint Resolution
- Data Entry and Maintenance
- Upselling Products and Services
- Electronic Information Systems
Timeline
Customer Service Representative
SYNQ3 Restaurant Solutions
05.2022 - Current
Customer Service Representative Agent
Alorica
03.2020 - 07.2021
Cashier/Customer Service
EZ Mart
02.2015 - 08.2015
Sales Associate
Belk
04.2009 - 01.2011
Homemaker
N/A
03.2009 - Current
Customer Service Representative
Capital One Auto Finance
08.2008 - 01.2009
Assistant Manager/Laundry Attendant
Brookside Laundromat
02.2006 - 04.2008
Diploma -
Owasso High School
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