Stephanie Lawson
Glendale,AZ
Overview
19
19
years of professional experience
Work History
Client Services Manager
AlphaCord LLC
Scottsdale, AZ
2021.10 - Current
- Trained new staff members on customer service processes and procedures.
- Assisted in the development of client service strategies, policies, and procedures.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Managed customer inquiries and complaints in a timely manner.
- Led and supervised a billing team, ensuring efficient and accurate financial transactions while fostering a collaborative and results-driven work environment
- Directed and coordinated the efforts of a logistics team, optimizing supply chain processes and ensuring seamless coordination to meet organizational objectives.
- Successfully navigated FDA regulations, demonstrating compliance and adherence to stringent quality standards.
- Orchestrated the performance of a dynamic sales team, implementing strategic initiatives to drive revenue growth and cultivate lasting client relationships.
U-Box Analyst
U-Haul International
Phoenix, AZ
2020.12 - 2021.10
- Answered user inquiries regarding computer software or hardware operation to resolve problems.
- Supported users via phone, chat & email quickly, investigating and resolving hardware and software issues.
- Completed over 200 technical support tickets each week with 95% first-call resolution rate.
- Collaborated with staff, users, and management to establish requirements for new
systems or modifications. - Managed daily tasks consistently and sought out opportunities to go beyond
requirements and support business targets. - Required minimal oversight to complete job tasks, meeting all deadlines and goals.
Live Verify Department Manager
U-Haul
Phoenix, AZ
2018.02 - 2020.12
- Handled personnel issues in-person through effective motivational and disciplinary
strategies. - Resolved escalated issues with positive approach, persuasive communication skills, and effective conflict management strategies.
- Worked effectively in call center environment to handle high inbound and outbound call volumes.
- Monitored and investigated suspicious activity on new and existing customer
accounts. - Identified VIP customers quickly and offered additional support to restore services
without increasing company risk levels. - Used latest detection tools to identify highly sophisticated fraud attempts.
- Monitored incoming transactions for approval.
- Supervised day-to-day employee activities and Live Verification department functions, including setting assignments and coordinating schedules.
Contact Center Sales Manager
U-Haul
Phoenix, AZ
2010.03 - 2018.02
- Used KPI data to develop team members and improve employee strategies
- Handled performance management and compensation decisions to effectively recognize & motivate employees.
- Worked with department managers to meet staffing and resource levels for expected demands.
- Taught the sales team how to connect with customers
- Worked closely with all sales team members to assist with routine sale and handle advanced issues.
- Hired, trained and coached call center representatives to provide expert support to customers.
- Held team members responsible for reaching company objectives and processes.
Sales Trainer
U-Haul
Phoenix, AZ
2007.06 - 2010.03
- Obtained and organized manuals, guides and visual materials for development and training purposes.
- Trained 4-8 new employees weekly on company's customer service policies and service level standards.
- Recommended and implemented training aids to simplify and enhance training process.
Reservation Sales Agent
U-Haul International
Phoenix, AZ
2005.06 - 2007.06
- Assisted new and existing customers in account set ups and cancellations.
- Followed sales call handling procedures to improve sales potential.
- Navigated to appropriate pre-scripted responses and read lines verbatim to provide information.
- Overcame the objectives laid out by potential customers using excellent communication and negotiation skills.
- Obtained customer information and entered orders into computers.
- Explained products, services, and pricing, and answered customer questions.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Met & exceeded daily & weekly quotas.
Skills
- Client Relationships
- Attention to Detail
- Teamwork and Collaboration
- Account Management
- Sales Expertise
- Customer Service
- Excellent Communication
- Problem-Solving
- Team Leadership
- Conflict Management
Timeline
Client Services Manager
AlphaCord LLC
2021.10 - Current
U-Box Analyst
U-Haul International
2020.12 - 2021.10
Live Verify Department Manager
U-Haul
2018.02 - 2020.12
Contact Center Sales Manager
U-Haul
2010.03 - 2018.02
Sales Trainer
U-Haul
2007.06 - 2010.03
Reservation Sales Agent
U-Haul International
2005.06 - 2007.06