Stephanie Fletcher
West Hempstead,NY
Summary
Highly motivated and detail-oriented Customer Service Representative with 20 years of expertise in delivering exceptional customer support across various industries. Skilled in handling high-volume inquiries, resolving complex issues, and maintaining high customer satisfaction levels. Adept at building strong client relationships, utilizing CRM systems, and contributing to process improvements that enhances customer experience.
Overview
11
11
years of professional experience
Work History
Dispatch-Customer Service
Doody Man to The Rescue
2024.03 - 2026.04
- Oversaw dispatch scheduling for service calls, ensuring timely routing to technicians.
- Facilitated service calls and communicated scheduling changes to enhance customer experience.
- Executed follow-up service calls to ensure comprehensive customer satisfaction.
- Facilitated customer review processes and resolved concerns to enhance satisfaction.
- Assisted customers in understanding warranty terms and service coverage. Provided support in addressing service-related inquiries. Clarified coverage details to enhance customer satisfaction.
- Assisted customers with inquiries and concerns. Supported office operations through administrative tasks. Collaborated with team members to enhance service delivery.
- Optimized weekly scheduling of service technicians to align with operational requirements.
- Streamlined routing processes to enhance technician time management.
- Executed general office duties, including filing, record-keeping, and document management to enhance operational efficiency.
- Assisted in managing collections and processing billing tasks. Generated invoices for clients in a timely manner. Supported financial operations through accurate record-keeping.
- Oversaw permit filling processes and managed project timelines for local town planning initiatives.
- Oversaw billing and soft collections processes, ensuring timely invoice processing and resolution of payment issues.
- Resolved customer inquiries by delivering comprehensive and informed responses.
- Enhanced customer satisfaction and drove upselling initiatives by actively listening to customer needs and recommending tailored products.
- Developed and executed proactive follow-up strategies to enhance account retention.
Customer Service Representative/Dispatcher
Arrow Security
2022.01 - 2025.12
- Facilitated scheduling and rescheduling processes for security personnel.
- Assisted in removing guards from schedules and coordinating replacements.
- Managed all call-out and emergency service requests to ensure timely response.
- Oversaw camera monitoring operations across multiple locations.
- Assisted in monitoring vehicle locations to enhance security measures. Supported teams in implementing tracking systems for improved asset management. Contributed to the development of protocols for vehicle safety and security.
- Compiled daily incident reports to ensure accurate documentation and analysis.
- Ensured all guards reported on-site and clocked in for scheduled shifts.
- Assisted in managing shift replacements and providing emergency backup support.
- Ensured compliance of security personnel with established procedures and company policies during emergency situations.
- Assisted customers with requests and issues related to guard services. Handled incoming calls from guards to provide support for various concerns.
- Resolved customer inquiries by delivering comprehensive and informed responses.
Customer Service Representative/Dispatcher
Weyant Oil Services
2022.09 - 2025.08
- Enhanced account retention by addressing customer inquiries through active listening and tailored solutions.
- Assisted in coordinating deliveries and dispatching technicians to ensure timely service. Supported drivers in navigating routes efficiently to enhance delivery speed. Collaborated with team members to maintain accurate records of deliveries and service requests.
- Optimized driver and technician routes to enhance time efficiency.
- Executed follow-up calls to ensure service satisfaction and address client inquiries.
- Managed over 100 daily inbound and outbound communications, prioritizing tasks and utilizing CRM systems.
- Oversaw customer invoice management and order processing by collaborating with teams to ensure product availability and precise billing.
- Updated customer account information in CRM to enhance data integrity and streamline operations.
- Facilitated customer interactions to resolve concerns, answer inquiries, and provide assistance through empathetic communication.
- Assisted in scheduling service calls for technicians. Coordinated delivery routing to optimize efficiency. Supported dispatch operations to ensure timely service delivery.
- Assisted technicians and customers with ordering new equipment and parts. Coordinated scheduling for replacements to minimize downtime. Supported inventory management to ensure availability of necessary items.
- Facilitated communication with manufacturers and suppliers to ensure timely delivery of required products.
- Directed team operations to achieve project objectives and enhance collaboration.
- Spearheaded introduction of new products, delivering detailed presentations and demonstrations to enhance product adoption.
Dispatcher/Customer Service Representative
Island Transportation Corp
2020.02 - 2023.12
- Managed driver dispatch for oil delivery by coordinating schedules and optimizing routes to enhance operational efficiency.
- Managed order oversight and updated systems with precise information through real-time data entry.
- Delivered exceptional customer service by addressing inquiries and resolving issues promptly.
- Executed general office duties, including filing, record-keeping, and document management to enhance operational efficiency.
- Oversaw inbound and outbound communications, prioritizing calls and emails for efficient follow-up.
- Assisted team members in coordinating daily dispatch operations. Supported communication between drivers and management to enhance service efficiency. Helped resolve logistical challenges to maintain workflow continuity.
- Ensured compliance of all drivers with DOT regulations and area-specific requirements.
- Facilitated service requests for drivers, including tire repairs, tow truck assistance, and general maintenance.
Customer Support Specialist
Star Gas
2015.04 - 2022.10
- Oversaw a team of 20 employees and implemented call coaching for 25 employees, utilizing advanced training techniques and performance evaluations to boost customer satisfaction scores and enhance team productivity.
- Directed service technicians and oil delivery drivers by optimizing routes and coordinating schedules.
- Executed updates to customer account information in Salesforce, ensuring data accuracy and timely entry.
- Trained representatives in effective call handling techniques and evaluated performance through call quality assessments and feedback.
- Spearheaded proactive follow-up strategy and personalized engagement initiatives to enhance account retention.
- Resolved product inquiries and concerns through effective communication techniques, enhancing customer satisfaction.
- Enhanced product sales by analyzing customer needs and recommending complementary products, leading to increased average order value and sales revenue growth.
Customer Service Representative
Glo Pak Usa
2015.01 - 2019.05
- Oversaw delivery schedules and guaranteed timely, damage-free order fulfillment.
- Orchestrated coordination with drivers and leveraged tracking systems to guarantee timely deliveries.
- Devised and executed strategies to reduce delivery-related complaints.
- Enhanced customer satisfaction and drove upselling initiatives through active listening and engagement.
- Evaluated customer needs and provided tailored product recommendations to drive sales performance.
- Enhanced customer retention strategies to foster long-term loyalty.
- Oversaw billing, soft collections, shipping, and receiving operations through efficient processing.
- Resolved payment issues related to invoices and coordinated shipments to ensure timely delivery.
- Assisted in managing overdue payments to maintain cash flow stability. Supported team efforts to resolve outstanding invoices promptly. Collaborated with clients to facilitate timely payment processes.
- Resolved customer inquiries by delivering comprehensive and informed responses.
- Enhanced customer satisfaction ratings through targeted response strategies.
- Streamlined call resolution processes to enhance customer service efficiency.
- Executed cold-calling initiatives to introduce new promotions and secure appointments.
- Implemented personalized scripts and persuasive communication techniques to enhance client engagement.
- Drove initiatives resulting in increased appointment bookings.
Education
Associate of Science - Human Services
Nassau Community College
Skills
- Assisted customers with inquiries and issues to enhance satisfaction Provided support in resolving product-related concerns Facilitated communication between customers and service teams
- Executed accurate data entry processes to ensure information integrity
- Oversaw customer relationship management initiatives to enhance client satisfaction
- Provided technical assistance to users, resolving issues efficiently Supported troubleshooting efforts for hardware and software problems Guided customers through setup and installation processes
- Conducted outreach to potential clients through cold calling Supported sales team by generating leads and scheduling appointments Assisted in building relationships with prospective customers
- Cultivated in-depth product knowledge to enhance customer interactions
- Implemented strategies to enhance client retention and foster long-term relationships
- Assisted users with technical issues related to desktop systems Provided troubleshooting support for hardware and software problems Guided users in utilizing desktop applications effectively
- Facilitated clear communication among team members Supported project discussions through effective verbal exchanges Assisted in drafting written materials for project documentation
- Leveraged interpersonal technologies to enhance team collaboration and communication
- Utilized Microsoft Office Suite to assist in document creation and data management Supported team members in preparing presentations and reports Aided in organizing project schedules using Excel spreadsheets
- Assisted teams in utilizing Salesforce for customer relationship management Supported data entry and maintenance to ensure accurate records Helped troubleshoot user issues to enhance system functionality
- Assisted customers with inquiries and issues related to Zendesk platform Supported team members in utilizing Zendesk tools effectively Contributed to maintaining a positive customer experience through timely responses
- Assisted teams in utilizing CRM software to manage customer interactions effectively Supported data entry and maintenance to ensure accurate customer records Helped troubleshoot software issues to enhance user experience
- Managed Outlook calendar to optimize scheduling and enhance time management
Timeline
Dispatch-Customer Service
Doody Man to The Rescue
2024.03 - 2026.04
Customer Service Representative/Dispatcher
Weyant Oil Services
2022.09 - 2025.08
Customer Service Representative/Dispatcher
Arrow Security
2022.01 - 2025.12
Dispatcher/Customer Service Representative
Island Transportation Corp
2020.02 - 2023.12
Customer Support Specialist
Star Gas
2015.04 - 2022.10
Customer Service Representative
Glo Pak Usa
2015.01 - 2019.05
Associate of Science - Human Services
Nassau Community College