Overview
Work History
Skills
Timeline
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Stephanie Lawson

Glendale,AZ

Overview

19
19
years of professional experience

Work History

Client Services Manager

AlphaCord LLC
Scottsdale, AZ
10.2021 - 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
12.2020 - 10.2021
  • 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
02.2018 - 12.2020
  • 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
03.2010 - 02.2018
  • 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
06.2007 - 03.2010
  • 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
06.2005 - 06.2007
  • 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
10.2021 - Current

U-Box Analyst

U-Haul International
12.2020 - 10.2021

Live Verify Department Manager

U-Haul
02.2018 - 12.2020

Contact Center Sales Manager

U-Haul
03.2010 - 02.2018

Sales Trainer

U-Haul
06.2007 - 03.2010

Reservation Sales Agent

U-Haul International
06.2005 - 06.2007

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Stephanie Lawson