Stephanie Garcia
West Valley City,UT
Summary
Experienced Customer Service Specialist with over 7 years of proven success in resolving complex customer issues across financial services, retail, and call center environments. Skilled in phone, email and live support. Recognized for professionalism, empathy, and the ability to handle high call volumes while maintaining quality service.
Overview
8
8
years of professional experience
Work History
Customer Service Specialist (Hybrid)
Deserve, Inc.
03.2022 - Current
- Regularly reviewed new processes and procedures for 5+ credit card companies to ensure compliance guidelines were met.
- Provided phone and email support to troubleshoot and resolve common issues related to payment processing, statements, rewards, balance transfers, transaction disputes and interest.
- Diagnosed and resolved technical issues guiding users through step-by-step solutions for mobile app and website issues.
- Resolved customer complaints with a professional, friendly and patient attitude by actively listening and finding mutually agreeable solutions.
- Documented 40+ customer interactions daily.
- Trained new hires on company specific polices, procedures and systems.
- Assisted disputes team in resolving disputes that's were write offs or chargebacks and opened cases in Verifi.
- Received & reviewed on average 140 emails monthly. Responded to all emails using company approved email templates or forward email to correct department.
- Effectively used multiple systems on call such as, NICE cxone, Core Credit, Confluence, Jira, Fresh service, ESI, Verifi and Accurint.
Warehouse Associate/ Dispatch
1-800 Radiator & A/C
09.2021 - 02.2022
- Coordinated routes and dispatched delivery drivers.
- Handled outbound/inbound calls concerning returns, reschedules, special instructions, or reroutes if necessary.
- Unloaded merchandise from delivery trucks and transported items to designated storage areas using pallet jacks/ hand trucks.
- Utilized RF devices to scan items into inventory systems, accurately select and pack merchandise.
Customer Service Representative (Hybrid)
Golden Customer Care
02.2019 - 06.2021
- Answered 80+ calls per day while providing first call resolution.
- Assisted customers in navigating the companies website, placing orders online, processed refunds or replacements and upsells as necessary.
- Proactively memorized over 30 company products and services to answer customers questions quickly and efficiently.
- Listened to recorded calls and analyzed customer feedback to assess agent performance against predefined quality standards.
- Provided detailed and constructive feedback to agents, helping them identify areas for improvement and enhance their performance.
- Recognized multiple times in the Golden Customer Cares monthly newsletter as one of the top 10 CSR in the company. Based on kpi metrics, customer reviews and retention rates.
Sales Associate
CVS Health
08.2018 - 02.2019
- Provided prompt customer service by offering advice on products and assistance with finding merchandise.
- Managed POS system transactions including cash, credit and returns and refunds.
- Ensured all shelves and displays were properly coordinated, stocked in a neat fashion.
Head Hostess
Village Inn
11.2017 - 04.2018
- Warmly welcomed and escorted guests to their assigned tables, seating 50-70 people per shift.
- Maintained constant communication between management, kitchen and wait staff to provide smooth operations in a high volume environment.
- Managed waitlists during busy periods, providing accurate wait time estimates and keeping guests informed.
Education
High School Diploma - undefined
Granger High School
West Valley City, UT05.2018
Skills
- Data entry
- Quality assurance
- Upselling
- Customer service
- Conflict resolution
- CRM software
References
Cindy Alvarez-Rutledge
Crutledge05@yahoo.com
801-792-6811
Stephanie Kimball
Steph.kimball1337@gmail.com
781-268-7060
Timeline
Customer Service Specialist (Hybrid)
Deserve, Inc.
03.2022 - Current
Warehouse Associate/ Dispatch
1-800 Radiator & A/C
09.2021 - 02.2022
Customer Service Representative (Hybrid)
Golden Customer Care
02.2019 - 06.2021
Sales Associate
CVS Health
08.2018 - 02.2019
Head Hostess
Village Inn
11.2017 - 04.2018
High School Diploma - undefined
Granger High School