Stephanie Edmond
Charlotte,USA
Summary
I am a patient and professional candidate with a strong work ethic and proven ability to de-escalate challenging situations. I consistently maintain a calm and respectful demeanor, even under pressure, ensuring customers feel heard and valued.
Overview
13
13
years of professional experience
Work History
CEP Member Service Representative
Lowes Home Improvment
01.2024 - 07.2025
- Resolved member inquiries through effective communication, ensuring high satisfaction levels.
- Processed membership applications and renewals accurately, maintaining compliance with organizational policies.
- Trained new staff on operational procedures, enhancing team efficiency and service quality.
- Analyzed member feedback to identify service improvement opportunities, leading to enhanced user experience.
- Managed high call volume while maintaining exceptional levels of professionalism and courtesy.
- Enhanced customer satisfaction by efficiently addressing and resolving service inquiries.
- Reduced customer complaints by proactively identifying potential issues and offering effective solutions.
- Maintained up-to-date knowledge on company policies, products, and services to provide accurate information to clients.
- Met customer call guidelines for service levels, handle time and productivity.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Applied critical thinking skills to identify patterns in reported issues, enabling targeted improvements in hardware and software systems.
- Remote
- Enhanced customer satisfaction with timely resolution of complex technical problems.
Deposit Operations Specialist
USAA Bank
01.2021 - 03.2023
- Oversaw daily deposit processing to ensure accuracy and compliance with regulations.
- Streamlined workflows to enhance efficiency in transaction processing and error resolution.
- Trained and mentored junior staff on best practices in deposit operations procedures.
- Implemented process improvements that reduced turnaround time for customer transactions.
- Handled PIN reorders, new cards and maintenance for debit cards.
- Coordinated with IT department to identify, troubleshoot and resolve any system-related issues impacting deposit operations.
- Assisted customers with banking needs and inquiries.
- Counted, verified and handled bank deposits and armored car transactions.
- Executed wire transfers, stop payments and account transfers.
- Handled various accounting transactions.
- Monitored and verified suspicious activity on customer accounts.
- Remote
Cashier/Customer Service
Wendy's
01.2013 - 03.2019
- Resolved customer complaints and maintained clean and tidy checkout area.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Met customer service goals and exceeded customer expectations.
- Enabled customers to feel welcomed, important, and appreciated by answering questions about products sold throughout store.
- Processed customer orders and accurately handled payment transactions.
- Developed and managed relationships with customers to increase customer loyalty.
- Counted money in drawers at beginning and end of each shift.
- Maintained customer satisfaction with quick and professional handling of product returns.
- Answered product questions using knowledge of sales and store promotions.
- Redeemed coupons to discount purchases.
- Utilized various software applications to process customer orders.
- Performed cash, card and check transactions to complete customer purchases.
- Operated cash register to record transactions accurately and efficiently.
- Worked with floor team and managers to meet wide range of customer needs.
- Handled cash with high accuracy and took care to check bills for fraud.
- Learned duties for various positions and provided backup at key times.
- Processed refunds and exchanges in accordance with company policy.
Remote Customer Service Representative
convergys
03.2017 - 01.2019
- Customer loyalty department, Add / Cancel lines, Billing.
- Resolved customer complaints and addressed emergency requests and needs.
- Researched issues through identification of similar past problems and recommended most appropriate solution.
- Documented and detailed calls and complaints using call center's CRM database.
- Escalated complicated customer account issues to supervisors and help desk workers.
- Detailed payment options and explained price, receipt and billing details to customers.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Educated customers on current promotions, upgrades, or new offerings available under current plan.
- Approved and terminated customer contracts upon request.
- Processed debit and credit card and electronic check payments.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Attended telephone skills and program information training sessions to boost aptitude.
- Responded to customer calls and emails to answer questions about products and services.
- Boosted customer service satisfaction ratings through consistent quality control.
- Educated customers on company systems, form completion, and access to services.
- Collaborated with shipping team to track shipments, verify orders and handle product returns.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
Education
High school diploma -
Dave Thomas Education Center
Coconut Creek, FL03.2015
Skills
- Customer service
- Troubleshoot
- Experience with Salesforce, Tokensync , Cisco Jabber, Genesis, Teams, Zoom, Outlook
- Data entry proficiency
- Complaint handling
- Pallet Jack
- Guest services
- Billing
- Guest satisfaction
- Customer retention
- Customer support
- Attention to detail
- Problem-solving skills
- Time management
- Patience and resilience
LANGUAGES
English - Expert
Haitian Creole - Expert
Timeline
CEP Member Service Representative
Lowes Home Improvment
01.2024 - 07.2025
Deposit Operations Specialist
USAA Bank
01.2021 - 03.2023
Remote Customer Service Representative
convergys
03.2017 - 01.2019
Cashier/Customer Service
Wendy's
01.2013 - 03.2019
High school diploma -
Dave Thomas Education Center
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