Stephanie Ferguson
Stayton
Summary
Customer support professional with high standard for quality and results. Background includes handling customer inquiries and resolving issues efficiently. Known for promoting team collaboration and adapting to changing needs. Expertise in active listening, clear communication, and conflict resolution.
Overview
14
14
years of professional experience
Work History
Customer Service Chat Agent
Third Channel
Bluffdale, UT
12.2013 - 01.2025
- Addressed and resolved customer product complaints empathetically and professionally.
- Resolved service, pricing and technical problems for customers by asking clear and specific questions.
- Defused volatile customer situations calmly and courteously.
- Assisted in resolving complex customer issues by collaborating with cross-functional teams.
- Managed 15-20 Chats per hour.
Customer Service Representative-product sales, Chat Coach
Teletech
Englewood, CO
10.2012 - 01.2014
- Addressed and resolved customer product complaints empathetically and professionally.
- Gathered and verified all required customer information for tracking purposes.
- Defused volatile customer situations calmly and courteously.
- Accurately documented, researched and resolved customer service issues.
- Referred unresolved customer grievances to designated departments for further investigation.
- Resolved service, pricing and technical problems for customers by asking clear and specific questions.
- Managed high call volume with tact and professionalism.
- Met or exceeded service and quality standards every review period.
- Managed agents in a chat room setting.
- Answered agents questions.
- Handle escalated calls, complaints, questions, and queries as required.
- Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.
Property preservation/crew supervisor
Phase Five Homes
Boise, ID
02.2011 - 11.2011
- Assigned tasks to crew members.
- Overlooked crew members productivity.
- Inspected homes for quality cleanliness.
Garden Center Customer Service
Home Depot
Meridian, ID
03.2011 - 06.2011
- Greeted customers entering the store to ascertain what each customer wanted or needed.
- Described product to customers and accurately explained details and care of merchandise.
- Politely assisted customers in person and via telephone.
- Provided an elevated customer experience to generate a loyal clientele.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Developed reputation as an efficient service provider with high levels of accuracy.
Inbound/Outbound Customer Service
Intelesure
Meridian, ID
08.2010 - 01.2011
- Effectively managed a high-volume of inbound and outbound customer calls.
- Gathered and verified all required customer information for tracking purposes.
- Accurately documented, researched and resolved customer service issues.
- Met or exceeded service and quality standards every review period.
Education
GED -
Black Canyon High School
Emmett, Idaho01-2000
Skills
- Skilled in call center operations
- Adheres to customer service procedures
- Committed to maintaining data integrity
- Strong problem solving aptitude
- Typing speed
- Empathy display
- Exceptional communication skills
- Quick thinking
- Patience and tolerance
- Call center experience
Timeline
Customer Service Chat Agent
Third Channel
12.2013 - 01.2025
Customer Service Representative-product sales, Chat Coach
Teletech
10.2012 - 01.2014
Garden Center Customer Service
Home Depot
03.2011 - 06.2011
Property preservation/crew supervisor
Phase Five Homes
02.2011 - 11.2011
Inbound/Outbound Customer Service
Intelesure
08.2010 - 01.2011
GED -
Black Canyon High School