Summary
Overview
Work History
Education
Skills
References
References
Timeline
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Stephanie Gardner

Stephanie Gardner

Roanoke,Va.

Summary

To use my advanced management, sales, field agent, and leadership experience to make a difference with your company. I am a fast learner and always have a positive attitude. I am happy to work with a company that is a leader in the industry and offers excellent development and advancement opportunities.

I have comprehensive, results-driven experience in all aspects of sales and multi-level management. I am successful at developing and implementing programs to increase sales. I have an entrepreneur mindset and I'm self-motivated. I work best with a book of business and I am great at connecting with my clients for positive results. Seasoned Customer Care Agent with background in managing diverse customer inquiries and resolving complex issues. Strengths include effective communication, problem-solving skills, and ability to thrive in fast-paced environments. Notable for maintaining high customer satisfaction rates and contributing positively to team dynamics.

Overview

19
19
years of professional experience

Work History

Customer Care Agent

Select Quote
Overland Park, KS
08.2023 - Current
  • Responded promptly and accurately to customer inquiries through various communication channels including phone and email.
  • Built strong relationships with customers by providing exceptional service.
  • Analyzed data regarding previous customer interactions for future reference.
  • Troubleshot technical problems related to products or services provided by the company.
  • Build long lasting relationships with high client satisfaction rating.
  • Maintain a high success rate on completing plan enrollments.
  • Engage in a high volume of calls with the expectation of 70% of working hours spent on calls.
  • Follow specific scripting and quality assurance requirements on every call.
  • Provide extensive consulting to Select Quote clients regarding medicare and other insurance products.
  • Maintain a positive approach on a calls and be quickly adaptable to change.

Medicare Telesales Agent

United Health Care
04.2021 - 08.2022
  • licensed sales agent in 50 states.
  • Processed customer orders using a computer system.
  • Maintained daily records of all contacts with customers via phone or email.
  • Identified customer needs and offered solutions to their inquiries.
  • Offered additional services or products to existing customers that would benefit them.
  • Utilized active listening skills to ensure complete understanding of customer requests.
  • Ensured that all customer complaints were addressed promptly and professionally.
  • Answered incoming calls from customers, provided customer service and sales support.
  • Handled inbound telephone calls from interested customers.

Licensed Sales Representative

Mutual Of Omaha
10.2015 - 04.2021
  • Maintained current knowledge of industry trends and developments related to products sold.
  • Gathered feedback from customers regarding their experience with the product.
  • Identified customer needs and communicated product features and benefits accordingly.
  • Interpreted policy language for customers and answered questions about coverage options available through company's products and services.
  • Advised clients on various insurance plans available to them based on individual needs assessment.
  • Resolved customer complaints promptly and professionally.
  • Developed and implemented strategies to increase sales of the products.
  • Created customized solutions for clients that met their specific requirements.
  • Prepared presentations for potential clients outlining the advantages of purchasing our products and services over those offered by competitors.
  • Negotiated rates and terms with prospective clients while adhering to company guidelines.
  • Upsold products to policyholders and potential new clients.
  • Exceeded company sales goals for new policies.
  • Offered policy guidance and management to promote asset protection.

Store Manager

Chicos
10.2015 - 07.2016
  • Recruited, trained and supervised new employees.
  • Planned special promotions or discounts based on market trends.
  • Developed strategies to maximize sales and profitability.
  • Organized promotional events to increase product awareness.
  • Created weekly work schedules for store personnel.
  • Updated POS system with new products and promotional offers.
  • Ensured compliance with safety regulations and company policies.
  • Resolved customer complaints in a timely manner.
  • Performed regular price checks to ensure competitive pricing.
  • Maintained accurate records of employee performance reviews.
  • Managed daily banking activities such as deposits and withdrawals.
  • Monitored inventory levels and placed orders to restock shelves.
  • Conducted daily store operations, including opening and closing procedures and cash handling.
  • Established customer service standards and monitored staff compliance.
  • Assessed operational efficiency of the store's departments.
  • Prepared monthly reports on sales figures, expenses, profits.
  • Delivered excellent customer service and adhered to standard practices to maximize sales and minimize shrinkage.
  • Monitored employee performance and identified performance gaps for corrective action.
  • Prepared weekly schedules to verify proper floor coverage within fiscal guidelines.
  • Oversaw storewide merchandising benchmarks to maintain operational excellence.
  • Trained and mentored associates to teach daily tasks and procedures.

Volunteer Coordinator

Heartland Hospice
07.2014 - 10.2015
  • Organized training programs for volunteers.
  • Evaluated feedback from volunteers regarding their experience working with the organization.
  • Monitored compliance with organizational policies and procedures.
  • Ensured proper recognition of volunteer efforts through awards, certificates.
  • Coordinated onboarding and orientation for new volunteers.
  • Resolved any conflicts that arose between staff members or between staff members and volunteers.
  • Managed a database of volunteer information.
  • Assisted in developing strategies to increase community engagement with the organization's mission.
  • Worked closely with staff members to ensure that tasks were delegated appropriately to volunteers.
  • Maintained records of volunteering hours worked by each individual.
  • Developed and implemented volunteer recruitment plans.
  • Set up weekly meetings with volunteers to discuss their progress and challenges.
  • Matched volunteers with open positions based on individual strengths and knowledge.

Co-Manager

Chicos
12.2013 - 07.2014
  • Resolved conflicts between employees in a professional manner.
  • Recruited new staff members through job postings, interviews, and references checks.
  • Created detailed reports summarizing store performance metrics.
  • Resolved customer disputes in a professional manner while maintaining high levels of customer satisfaction.
  • Conducted weekly team meetings to discuss goals and objectives.
  • Maintained cleanliness standards throughout the store by delegating duties among staff members.
  • Reviewed employee timecards for accuracy prior to submitting payroll information.
  • Managed day-to-day activities such as scheduling shifts, assigning tasks, and evaluating progress.

Marketing Director, Finance Manager, HDRA Manager

Cole Harley Davidson
09.2009 - 11.2012
  • Managed the preparation of monthly, quarterly, and annual financial reports for executive management.
  • Created policies and procedures related to finance and accounting functions.
  • Reviewed daily cash balances to ensure sufficient funds were available for business operations.
  • Prepared presentations summarizing key aspects of the organization's financial performance.
  • Developed models used to forecast future income statements, balance sheets, cash flows.
  • Ensured compliance with all federal, state, local laws governing finance and accounting practices.
  • Supervised accounting staff in their day-to-day responsibilities.
  • Coordinated budgeting activities with department heads to ensure accurate forecasting of revenue and expenses.
  • Compiled operational and risk reports detailing financial metrics to help management make proactive decisions.
  • Advised executive team on financial implications of business activities, strategic initiatives, and operational changes.

Area Manager

Salon Del Sol
01.2006 - 02.2007
  • Developed strategies for increasing sales, market share and customer satisfaction.
  • Ensured that store personnel adhered to company policies related to cash handling, security systems, hygiene standards.
  • Inspected store facilities regularly to ensure compliance with safety regulations and standards.
  • Organized promotional activities such as special events or discounts campaigns in stores.
  • Analyzed financial data such as sales reports, budgets and payroll records to identify areas of improvement.
  • Maintained an up-to-date knowledge of industry trends, legal requirements and competition activities.
  • Reviewed staffing needs to ensure adequate coverage at all times in stores.
  • Oversaw the recruitment process for new staff members including interviewing and training.
  • Monitored and evaluated district performance to ensure goals were met.
  • Resolved conflicts between employees or customers in a professional manner.
  • Scheduled regular meetings with store teams to discuss objectives, performance metrics and customer feedback.
  • Collaborated with other departments such as Human Resources or Marketing on initiatives related to Area Management duties.
  • Supervised business functions, employee staffing, customer retention and financial accountability for stores.
  • Conferred with technical and administrative staff to devise and implement corrective actions.
  • Consistently achieved sales increase over forecast.
  • Implemented training initiatives to coach staff on best practices and protocols for enhanced profitability.
  • Maximized sales by effectively rolling out new incentive programs across regional stores.
  • Boosted team morale and overall revenues by creating and implementing sales contests.
  • Cultivated positive rapport with associates and team leadership.
  • Improved profit margins by effectively managing expenses, budget and overhead, increasing closings and optimizing product turns.

Retail Manager

Cracker Barrel
03.2005 - 01.2006
  • Conducted regular meetings with team members to discuss progress towards objectives.
  • Ensured compliance with health and safety regulations within the store.
  • Ensured compliance with safety regulations in accordance with company policy.
  • Developed strategies for increasing sales and improving customer service.
  • Implemented new policies and procedures to improve efficiency.
  • Recruited, interviewed and hired qualified candidates for open positions.
  • Oversaw all aspects of merchandising within the store including product placement and display design.
  • Maintained cleanliness standards throughout the store by delegating tasks to staff members.
  • Resolved customer complaints in a timely manner with a focus on satisfaction.
  • Analyzed financial data to identify areas of improvement for profitability.
  • Hired, trained, mentored, and evaluated staff members on a regular basis.
  • Supervised staff to ensure customer satisfaction and proper performance of duties.
  • Conducted inventory management activities such as receiving shipments and maintaining stock levels.
  • Ensured compliance with company policies, procedures, and industry regulations.
  • Supported retail associates to drive quality performance and experiences for guests.
  • Met or exceeded fiscal sales goals, maximizing operating budgets.
  • Fostered a positive work environment, encouraging teamwork and employee engagement.

Store Manager

B.Moss Clothing Co
03.2005 - 01.2006
  • Recruited, trained and supervised new employees.
  • Planned special promotions or discounts based on market trends.
  • Developed strategies to maximize sales and profitability.
  • Organized promotional events to increase product awareness.
  • Updated POS system with new products and promotional offers.
  • Performed regular price checks to ensure competitive pricing.
  • Monitored employee performance and identified performance gaps for corrective action.

Education

Skills

  • Licensed agent in 50 states experienced and knowledgeable in Medicare products offered by United Health Care
  • Building a relationship with clients that last a lifetime and protecting what they love most Providing sources for stress-free retirement with insurance products, Life insurance, and Medicare coverage solutions
  • Control of complete operations and sales of a successful business In charge of hiring and training a talented staff and watching business grow Responsible for recruiting new talent and training them for advancement in the company Work closely with other businesses to network within the community
  • Was responsible for recruiting and training volunteers for office work and friendly visitor volunteers to assist families under our care
  • Performing volunteer evaluations for families to see if volunteer services were needed and assigned volunteers and frequency of visits
  • Was responsible for complete and accurate paperwork on each volunteer for background checks, approval and performed 30, 60 and 90 day reviews
  • Was responsible for documenting all interactions with volunteers, family and staff
  • Had ongoing training and for all volunteers
  • Was responsible and successful at keeping volunteer hours and visits at 5% (minimal) compared to staff attending patient hours to keep funding approval with Medicare
  • Presented cost savings reports and recruitment reports and monthly staff and QUAPI meetings
  • Attended IDP meeting every two weeks to discuss the status of patients and families
  • In charge of complete and total store operations while store manager was on medical leave from October 2014 thru March 2014
  • Was responsible for all promotional and advertising through social media, website, newspaper
  • Created and implemented special promotions and events to drive the business
  • Was responsible for all financial paperwork and sales of special products and services for new and old motorcycle sales accounts
  • Was responsible for Managing the Harley-Davidson Riding Academy, signing up new students and making sure the coaches had all paperwork and regulations followed for the course, to fall within state regulations for motorcycle safety foundation
  • Was the HOG liaison for the local chapter
  • Provided overall leadership for multiple salons/spas in the Roanoke Valley
  • Managed a staff of fifty or more employees at multiple locations, making sure they delivered the highest level of customer service and the best quality of technical service through company and Aveda standards
  • Was responsible for all aspects of the business from hiring, training, ordering supplies, controlling PNL and payroll and event planning and staff and store meetings
  • Served as a liaison to the Business Development Manager and the entire Corporate Management team
  • Was responsible for all operations of the store from hiring, sales, visual presentations and customer concerns
  • Store was ranked #2 in the company for sales
  • Was responsible for setting the standards as a lead producer on sales events in the company, ranked # 3 in the company for contest performance in 2006
  • Worked closely with the General Manager to handle daily operations of the Restaurant and Retail business consisting of 125 employees, 4 Associate Managers and an ETC
  • Recruited, interviewed, hired and developed the staff
  • Scheduled and controlled labor
  • Handled staff and management meetings
  • Responsible for quarterly evaluations of staff
  • Was responsible for driving sales of my unit to #2 in district and driving sales in retail over one million in 2005
  • Customer Relationship Management
  • Employee Motivation
  • Staff Training
  • Strategy Development
  • Customer Retention
  • Performance Analysis
  • Motivation

References

  • Sylvisha Bradburn, (757)660-6106, Direct supervisor at UHC in Telesales for the last year
  • Martha Duncan, (540)309-4595, Worked together in different businesses. Have known each other over 15 years
  • Kee Joseph, (804)301-2888, Business Development Manager for Salon del Sol. Known 10++ years

References

References available upon request.

Timeline

Customer Care Agent

Select Quote
08.2023 - Current

Medicare Telesales Agent

United Health Care
04.2021 - 08.2022

Licensed Sales Representative

Mutual Of Omaha
10.2015 - 04.2021

Store Manager

Chicos
10.2015 - 07.2016

Volunteer Coordinator

Heartland Hospice
07.2014 - 10.2015

Co-Manager

Chicos
12.2013 - 07.2014

Marketing Director, Finance Manager, HDRA Manager

Cole Harley Davidson
09.2009 - 11.2012

Area Manager

Salon Del Sol
01.2006 - 02.2007

Retail Manager

Cracker Barrel
03.2005 - 01.2006

Store Manager

B.Moss Clothing Co
03.2005 - 01.2006

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Stephanie Gardner