Summary

Overview

Work History

Education

Skills

creating art through braking, traveling and vlogging.

Languages

Timeline

Stephanie Lafarga

Surprise,AZ

Summary

Goal-oriented Client Success Manager adept at promoting customer loyalty and maintaining retention with proactive and hands-on strategies. Effective at giving customers highly positive experiences as primary liaison and company representative. Ready to bring 10+ years of experience and take on challenging new role.

Overview

years of professional experience

Work History

Client SUCCESS manager

08.2021 - Current

Maintained high level of understanding regarding industry trends, legislation, compliance and competitor activity
Evaluated customer problems, implemented resolutions and followed up with clients to manage additional problems and maintain satisfaction
Reached out to accounts regularly to check on needs, understanding business operations and offer services
Assisted clients with strategic processes and provided with necessary tools to achieve success
Analyzed client data reports to ascertain renewal risk while assessing account trends
Worked closely with Sales and Renewal departments to create product which aligned with annual revenue client
Tailored customer relationships by determining expected needs and finding correct solutions
Attended networking events to meet new prospects and expand business opportunities through partnerships
Amassed $30k in new business in single quarter

Member Service supervisor

Teladoc

08.2017 - 08.2021

Monitored agent’s performance in real-time and ongoing basis to ensure targeted goals are achieved
Provided and documented performance reviews, goal setting, and feedback through bi-weekly one-on-one sessions
Reviewed calls for trends, ensuring agent’s provided exceptional service and provided verbal and written feedback
Managed and reviewed timesheets as well as daily attendance
Responsible for annual employee reviews and evaluations for direct subordinates
Created action plans based on uncovered strengths and opportunities discovered through observation and data
Analyze statistical call center metrics and reports, identified areas to improve and implemented measures to achieve team objectives
Conducted bi-weekly team meetings to encourage open communication and problem resolution
Piloted License Provider Platform, built team to manage book of business, assigned tasks, created schedules, provided reporting to operations manager in timely manner
Directed floor operations in busy center handling 800 daily inquiries

Member Service specialist

02.2017 - 08.2017

Responded to customer calls and emails to answer questions about products and services
Resolved concerns with products or services to help with retention and drive sales
Learned internal systems and related service role duties to provide skilled team backup in handling customer demands
Recommended specific products and services in alignment with individual needs, requirements and specifications
Assisted members with correcting account, service, and system issues by educating on required forms and technical processes
Completed training and worked effectively under high-pressure client services environments
Successfully handled high volume of inbound calls while representing offerings such as Tealdoc Health Telemedicine services.

Collections lead

Paypal

08.2016 - 02.2017

Emperon constar/, credit
Conducted one-on-one sessions with agents to review and discuss performance, conducted weekly side by sides to provide additional support and coaching
Ensured agents were following guidelines of FDCPA
Performed account reviews as well as client call backs, fraud claims, and refund requests
Managed outbound team of up to 35 agents alongside outbound supervisor
Maintained department’s average handle time goal of four minutes while meeting conversion goal of 40%.
Trained new team members on scripts, company services, and collection strategies
Assisted in implementing procedures and policies to facilitate timely payments
Registered information of customers on database, collecting credit history, financial statements and personal details to preserve accurate records
Quantified debtor balances to avoid late payments and bad credit

Assistant store manager

Torrid

10.2015 - 09.2016

Prepared store for grand opening
Recruited, hired, and trained 15+ sales associates, successfully developing them into productive team members, trained and developed 2 key holders and part time assistant manager
Worked alongside store manager to run store’s business page on Facebook to increase sales
Open and close store for business, prepare bank deposits, created schedules, coordinated associates, and managed labor to ensure profitable business
Oversee daily operations such as store safety, cleanliness, and merchandising.

store manager

Compania de cafe

07.2014 - 08.2015

Managed inventory control, cash control, and store opening and closing procedures
Managed store employees successfully in fast-paced environment through proactive communication and positive feedback
Completed point of sale opening and closing procedures
Rotated merchandise and displays to feature new products and promotions
Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation
Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices
Assisted with hiring, training and mentoring new staff members