Summary
Overview
Work History
Education
Skills
Leadership Experience
Communication Skills
Certification
References
Timeline
Volunteer

Stephanie K. Havner

Knoxville,TN

Summary

Experienced leader with a passion for driving success, seeking to advance my career at ADT. Dedicated to providing agents with the necessary tools and support to excel in their roles.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Associate III.CTSSupport MNTRG

ADT
Knoxville, TN
01.2023 - Current
  • Partner with training managers to create an inclusive online learning environment using multiple learning styles.
  • Listen to the new hire agents' calls, both live and recorded, to provide feedback for improvement and to celebrate successes
  • Facilitated one-on-one meetings to review QA evaluations, enabling new hires to set achievable goals, and providing ongoing support for their success.
  • Support trainers by sharing relevant updates and resources, while engaging in ongoing professional development to keep up with the latest best practices for training and instruction.
  • Offered real-time assistance to learners during phone calls by promptly addressing their questions.

Training and Onboarding PAL Internship

ADT
Knoxville, TN
11.2020 - 01.2023
  • Delivered impactful instruction sessions for enhancing employee proficiency in managing alarms, billing procedures, and control panels
  • Observed agents’ live calls and provided on the spot coaching and assistance
  • Documented agents’ progress and maintained regular meetings with training manager for progress discussion & plan development.
  • Provided prompt assistance to phone agents by addressing their troubleshooting queries through Teams chat
  • Provided pertinent links and call handling guidance to agents for successful completion of training program and tools for success in production
  • Maintained an updated schedule of daily events and absences
  • Utilized NICE system to conduct call research.

CTS Interim Assistant Coach

ADT
Knoxville, TN
11.2021 - 03.2022
  • Collaborated with CTS agents, responding to inquiries and managing escalations
  • Effectively worked with CTS managers and ACs to ensure agents received timely and accurate support, optimizing their performance.
  • Provided real-time assistance and coaching during agents' live calls

EDO/CSG/ARC Agent

ADT
Knoxville, TN
05.2012 - 11.2020
  • Successfully completed training in EDO, CSG, Billing, and the customer de-escalation process.
  • Proficiency in MMB, Informix, Chudley, CTS Guided Workflows, and Sales Force.
  • Provided customer support related to billing and service inquiries
  • Expertly troubleshot inbound calls to facilitate quick resolutions within a single call

Certified Medical Assistant

At Work
07.2010 - 05.2012
  • Obtained vital signs, phlebotomy, medication administration, assisted in IV placement, minor in-office medical procedures, and suture removal

Education

Certified Medical Assistant (AAMA) -

10.2008

Associate of Science - Medical Assisting

South College
Knoxville, TN
09.2008

Skills

  • Student-Centered Learning
  • Group Discussions
  • Performance Evaluations
  • Active Listening
  • Relationship Building
  • Public Speaking
  • Time Management
  • Peer Collaboration
  • Group and individual instruction
  • In-class lectures
  • Critical Thinking
  • Lectures and Discussions

Leadership Experience

  • PAL Internship, 11/01/20, 08/01/21
  • PAL Internship, 06/01/22- 1/25/23
  • CTS Assistant Coach Internship, 11/01/21- 03/01/22

Communication Skills

Led up-training classes and team meetings for new hires.

Certification

  • OSC Green Badge Certified Emotional Intelligence

References

References available upon request.

Timeline

Associate III.CTSSupport MNTRG

ADT
01.2023 - Current

CTS Interim Assistant Coach

ADT
11.2021 - 03.2022

Training and Onboarding PAL Internship

ADT
11.2020 - 01.2023

EDO/CSG/ARC Agent

ADT
05.2012 - 11.2020

Certified Medical Assistant

At Work
07.2010 - 05.2012

Certified Medical Assistant (AAMA) -

Associate of Science - Medical Assisting

South College

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Stephanie K. Havner