STEPHANIE MILLS
CAPITAL GROUP COMPANIES
Indianapolis,IN
24
years of professional experience
Dynamic management professional with expertise in coaching, collaboration, and relationship building. Recognized for strong communication skills and the ability to respond constructively to feedback, ensuring effective task prioritization. Engages stakeholders to foster a collaborative environment that supports successful project execution and enhances overall team performance.
Work History
Customer Support Lead - People
5 Years 1 Month- Coaches, leads and/or mentors others and provides direction on complex work
- Deals with escalated issues, nonstandard requests, unresolved complaints and complex products and services while providing accurate and compliant answers
- Conducted quality checks, verified accuracy of work, identified performance trends, and provided timely feedback to associates to enhance service quality
- Championed organizational change, guiding team members through transitions to maintain morale and productivity
- Adjusts communication style to meet the needs of internal and external clients
- Led diverse projects to meet organizational goals
- Accurately completes complex requests with broad impacts
- Resolves escalated issues, addresses nonstandard requests, manages unresolved complaints, and clarifies complex products and services while ensuring accurate and compliant responses
Manager Intern
1 Year 2 Months- Coached, led and/or mentored others and provided direction on complex work
- Facilitated group meetings and training classes to enhance team collaboration and knowledge sharing
- Led and facilitated group meetings and training classes
- Championed change initiatives, guiding teams through transitions to ensure smooth adoption
- Led multiple projects from initiation to completion, ensuring alignment with organizational goals.
- Accurately completed complex requests with broad impacts
- Dealt with escalated issues, nonstandard requests, unresolved complaints on complex products and services while providing accurate and compliant answers
- Resolved escalated issues and nonstandard requests, providing accurate and compliant solutions to complex customer inquiries
- Assists managers with issue resolution and training efforts through implementation and influence
Trainer Intern
2 Years- Facilitated classes for associates to educate them on answering incoming phone inquiries and processing requests
- Assessed participant understanding of content and adjusted facilitation to match their needs
- Effectively created and implemented an efficient preparation plan for assignments
- Researched and followed up with associates/others on outstanding issues or questions not addressed during training
- Provided accurate and timely feedback to Content Management (CM group)
- Leveraged knowledge of business processes, policies, and best practices to drive informed decision-making, guidance, and insight
Senior Client Services Specialist
9 Years 6 Months- Completed complex requests impacting multiple stakeholders while fostering strong client relationships
- Consulted with and managed critical customer accounts to address complex needs
- Assisted colleagues in decision-making by evaluating options and recommending actionable solutions
- Led and facilitated group meetings and training classes
- Managed change in support of company initiatives by effectively applying new concepts and knowledge
- Ensured quality and timely results that met business requirements and controlled risk
- Accurately completed complex requests with broad impacts while building and maintaining rapport
Team Manager
5 Years 1 Month- Managed and led a core team of associates to ensure their level of service and work met quality and accuracy standards
- Oversaw performance and development of core team members to enhance individual and team capabilities
- Ensured established guidelines were followed within the team to mitigate risk including evaluating business decisions and providing approvals
- Provided guidance to team members and mentored peers on operational issues and technical questions
- Analyzed trends and proposed process improvements to streamline operations
- Built, leveraged, and fostered business relationships with other business areas
- Led and participated in projects across business groups and verified they met the objectives and deadlines
- Collaborated with stakeholders to gather feedback, aligning team outputs with business needs
Senior Control Accounting Representative
2 Years 6 Months- Responded to multiple inquiries from internal customers via phone and in person, enhancing customer support experience
- Answered a variety of complex questions from associates and all management levels via phone and in person
- Answered complex questions from associates and management levels via phone and in person, facilitating informed decision-making
- Presented solutions to associates and managers on sensitive regulation issues, ensuring compliance and risk mitigation
- Developed and maintained team calendar to improve scheduling efficiency
Customer Service Account Representative
1 Year 8 Months- Communicated effectively with both internal and external customers via phone and in person
- Communicated with internal and external customers via phone and in person, ensuring clarity and understanding
- Collectively worked with teammates to determine solutions to challenging customers service requests
- Collaborated with teammates to develop solutions for challenging customer service requests, enhancing customer satisfaction
- Guided associates in processing complex shareholder requests, improving overall service delivery
Education
Bachelor’s Degree - Mathematics, Minor-Business
Skills
Coaching and mentoring
Facilitation skills
Trend analysis
Relationship management
Attention to detail
Change management
Project management
Team development
Conflict resolution
Employee development
Timeline
Manager Intern
CAPITAL GROUP COMPANIES
01.2025 - 03.2026Read More
Trainer Intern
CAPITAL GROUP COMPANIES, INC
04.2022 - 04.2024Read More
Customer Support Lead - People
CAPITAL GROUP COMPANIES
07.2021 - CurrentRead More
Senior Client Services Specialist
CAPITAL GROUP COMPANIES
01.2012 - 07.2021Read More
Team Manager
CAPITAL GROUP COMPANIES
11.2006 - 12.2011Read More
Senior Control Accounting Representative
CAPITAL GROUP COMPANIES
05.2004 - 11.2006Read More
Customer Service Account Representative
CAPITAL GROUP COMPANIES
09.2002 - 05.2004Read More
Indiana University-Purdue University
Bachelor’s Degree from Mathematics, Minor-Business
Read More