Stephanie Hanford
Marquette,MI
Summary
Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.
Overview
28
28
years of professional experience
Work History
Sr Customer Service Associate
Surgalign formerly RTI
Marquette , MI
06.2010 - Current
- Implemented company processes to effectively resolve customer service issues.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Trained and mentored new customer service executives to speed onboarding process.
- Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
- Utilized active listening skills and asked open-ended questions to ascertain customer call needs.
- Assisted Distributors with product orders, hospital billing and order fulfillment.
- Worked on call evenings and weekends, solving shipping and delivery issues.
- Resolved difficult Logistical problems, ensuring medical equipment was delivered on time.
- Strategized to improve customer service metrics and excellence.
- Located products and medical equipment and arranged drop shipment at different facilities.
Account Manager/Supervisor
Medtox Laboratories
St Paul, MN
02.2003 - 02.2007
Surgalign
- Mentored team members in mastering sales techniques to consistently exceed objectives.
- Supervised 12 customer service representatives.
- Exceeded sales goals for accounts by upselling products to existing customers.
- Increased sales by cultivating successful customer relations and efficiently resolving service requests.
- Updated account plans based on changing markets, customer conditions and competitor activity. Assisted in on-site drug testing programs.
- Managed all drug testing for a national account on site in Boise ID, for SuperValu foods.
- Responsible for all escalated calls and problem resolution.
Account Manager
Kelly Services
Colorado Springs, CO
02.2000 - 01.2003
- Developed productive relationships with business representatives and consulted closely to uncover needs and match available solutions.
- Hired and trained temporary employees for distribution center. Managed a team of temporary employees for seasonal product distribution.
- Communicated with clients via email, phone, online presentations, screen-share and in-person meetings.
- Oversaw multiple accounts and worked diligently to meet and exceed performance goals.
Branch Manager
Sharp Personal
Wichita, KS
02.1997 - 01.2001
- Increased efficiency and drove branch revenue by optimizing daily operations.
- Designed sales and service strategies to improve revenue and retention.
- Boosted customer base, acquiring new customers and identifying needs to for temporary staffing and recruiting.
- Increased sales 200% and earned branch of the year.
Education
Bachelor of Arts - Psychology
Northern Michigan University
Marquette, MI05.1992
Social Work/Addiction Studies
Northern Michigan University
Marquette, MISome College (No Degree) - Addiction Counseling
Boise State University
Boise, IDSkills
- Sales
- Client engagement
- Corporate processes and procedures
- Inbound and Outbound Calling
- Conflict mediation
- Customer relations
- Shipping and receiving understanding
- Project management abilities
- High-energy attitude
- Dedicated to quality and results
Affiliations
High Five Award winner-2018
RTI Surgical Ambassador Award- 2016
Active in MQT Little League girls softball and Northern Storm girls softball travel team.
Timeline
Sr Customer Service Associate
Surgalign formerly RTI
06.2010 - Current
Account Manager/Supervisor
Medtox Laboratories
02.2003 - 02.2007
Account Manager
Kelly Services
02.2000 - 01.2003
Branch Manager
Sharp Personal
02.1997 - 01.2001
Bachelor of Arts - Psychology
Northern Michigan University
Some College (No Degree) - Addiction Counseling
Boise State University
Social Work/Addiction Studies
Northern Michigan University