STEPHANIE ELLISON
Charlotte,NC
Summary
Managed daily office activities by cultivating strong communication channels and resolving challenges efficiently. Developed recruitment strategies that strengthened team capabilities. Improved customer service protocols leading to increased office performance.
Experienced with handling customer inquiries and resolving issues promptly. Utilizes effective communication and active listening to enhance customer satisfaction. Knowledge of customer relationship management and conflict resolution techniques.
Professional with strong background in customer support, excelling in conflict resolution, communication, and problem-solving. Known for fostering collaborative team environment and adapting to changing needs to ensure customer satisfaction. Skilled in handling multiple tasks efficiently, leveraging empathy and active listening to build rapport with clients and team members alike.
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
9
9
years of professional experience
Work History
Customer Service Agent II
American Red Cross
09.2023 - Current
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Managed high-volume calls while maintaining service quality and customer satisfaction.
- Trained new team members on company policies and customer service strategies.
- Implemented process improvements that enhanced response times and workflow efficiency.
- Skilled at working independently and collaboratively in a team environment.
- Worked effectively in fast-paced environments.
- Proven ability to learn quickly and adapt to new situations.
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Worked flexible hours across night, weekend, and holiday shifts.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Billing Customer Service Representative
Spectrum Communications
01.2019 - 08.2023
- Achieved high customer satisfaction by resolving billing inquiries and account issues. Enhanced account management and payment services through effective phone support. Increased timekeeping accuracy by refining data entry processes in Kronos and timesheet submissions.
- Resolved customer billing inquiries efficiently to enhance satisfaction.
- Processed payments and adjustments using internal billing systems accurately.
- Collaborated with cross-functional teams to streamline billing processes.
- Mentored new representatives on best practices in customer service protocols.
- Analyzed billing discrepancies to improve accuracy and reduce errors.
- Developed training materials for staff on updated billing software features.
- Implemented process improvements that increased efficiency in handling inquiries.
- Led initiatives to enhance customer experience through feedback collection and analysis.
- Streamlined billing processes for improved efficiency and reduced errors.
- Monitored delinquent accounts and initiated collections actions when necessary, recovering outstanding balances while maintaining positive customer relationships.
- Actively participated in ongoing professional development opportunities, staying current with industry trends and emerging technologies related to billing systems.
- Assisted in the development of departmental goals and strategies related to billing operations, contributing to overall business growth.
- Contributed to a positive work environment by actively engaging in team-building activities and maintaining open lines of communication with colleagues and supervisors.
- Reconciled discrepancies between billed amounts and actual charges, improving overall accuracy of invoices.
- Maintained a strong knowledge of industry regulations and best practices relating to billing procedures, providing expert guidance when needed.
- Efficiently managed high-volume workloads under tight deadlines, consistently meeting performance expectations without sacrificing quality or attention to detail.
- Supported cross-functional projects focused on process improvements within the Billing Department, leading to increased operational efficiency.
- Enhanced customer satisfaction by promptly addressing billing inquiries and resolving disputes.
- Liaised with internal departments such as Sales and Operations to ensure accurate calculation of charges based on contract terms and service usage data.
- Developed personalized payment plans for customers experiencing financial difficulties, resulting in increased customer retention.
- Updated customer records with accurate billing information, preventing future disputes and delays in payment processing.
- Conducted regular audits of billing records to identify potential areas for improvement or error correction.
- Implemented electronic billing options for customers, reducing paper waste and promoting eco-friendly practices within the company.
- Collaborated with team members to achieve monthly service targets and maintain high-quality standards.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Customer Service Representative for High-mark Blue Cross / Blue Shield & Aetna
Continuum
10.2016 - 01.2019
- Processed premium payments from clients. Submitted claims for adjustments and verifications for provider networks. Updated Medco accounts for prescription management.
- Resolved customer inquiries and complaints efficiently, ensuring high satisfaction levels.
- Collaborated with cross-functional teams to enhance service delivery processes.
- Streamlined communication protocols, reducing response times significantly.
- 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.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Improved resolution time with effective problem-solving for customer complaints.
- Participated in training programs to enhance product knowledge and customer service skills.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Implemented rewards program that encouraged repeat business and strengthened customer relationships.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Sought ways to improve processes and services provided.
- Managed timely and effective replacement of damaged or missing products.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Investigated and resolved accounting, service and delivery concerns.
Education
High School Diploma - School Of Earl Education Development
E.E.Waddell High School
Nations Ford Road06.2005
No Degree - Business Administration
Strayer University
Charlotte, NCSkills
- Enhanced communication effectiveness through professional speaking skills in person and over the phone Advanced knowledge sharing initiatives by providing comprehensive information on available resources Achieved seamless data entry and problem resolution while demonstrating proficiency in Microsoft Office, Google software, and email systems
- Customer service
- Active listening
- Critical thinking
Timeline
Customer Service Agent II
American Red Cross
09.2023 - Current
Billing Customer Service Representative
Spectrum Communications
01.2019 - 08.2023
Customer Service Representative for High-mark Blue Cross / Blue Shield & Aetna
Continuum
10.2016 - 01.2019
High School Diploma - School Of Earl Education Development
E.E.Waddell High School
No Degree - Business Administration
Strayer University