I have been a stay-at-home mother for many years and have great organizational skills I was once a Certified Nursing Assistant before my children were born and have worked in the health industry I am eager to learn and love a challenge
Stephanie Mastrelli
Geneva,FL
Summary
Adept at conflict resolution and customer relations all my previous employments. My proficiency in data entry and active listening led to improved customer satisfaction and retention. I bring critical thinking and a professional demeanor to every challenge. Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
21
21
years of professional experience
Work History
Customer Service Representative
Arise Virtual Solutions, Inc
10.2012 - 11.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
Front End Supervisor
Eye Physicians of Central Florida
07.2003 - 04.2012
- Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Scheduled and assigned daily work and activities for team members.
- Communicated regularly with management on front desk performance, identifying areas for improvement or growth opportunities.
- Enhanced guest satisfaction by efficiently managing front desk operations and addressing customer inquiries promptly.
- Collected Copays and Deductibles.
- Streamlined check-in and check-out processes for improved guest experience and reduced waiting times.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Maintained a high level of professionalism, ensuring all staff followed policies and procedures consistently.
- Empowered front desk staff by promoting a supportive work environment and recognizing individual achievements, resulting in increased morale and productivity.
- Ensured compliance with safety protocols at the front desk area, contributing to a secure environment for both guests and staff members.
- Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
- Attended staff meetings and brought issues to attention of upper management.
- Managed front desk maintenance of client records and lab data.
- Monitored front areas so that questions could be promptly addressed.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
Education
High School Diploma -
Fredonia High School
Fredonia, NY06-1991
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Payment processing
- Professional telephone demeanor
- Call management
- Documentation
- Building rapport
Interests
Timeline
Customer Service Representative
Arise Virtual Solutions, Inc
10.2012 - 11.2024
Front End Supervisor
Eye Physicians of Central Florida
07.2003 - 04.2012
High School Diploma -
Fredonia High School
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