Stephanie Montanari
Henderson,NV
Summary
Results-driven professional with extensive experience in customer service operations. Known for integrity and teamwork, with a strong background in mentoring and managing complex customer issues. Committed to elevating customer satisfaction and operational efficiency.
Overview
12
12
years of professional experience
Work History
Call Center Lead
Comprehensive Eyecare Partners
Henderson, NV
08.2022 - Current
- Oversee daily operations to ensure optimal performance and customer satisfaction.
- Train and mentor new team members on call handling procedures and best practices.
- Implement process improvements that enhanced call resolution efficiency and reduced wait times.
- Monitor call metrics to identify trends, providing actionable insights for team performance enhancement.
- Lead by example by demonstrating excellent customer service and professionalism, setting a standard for agents to follow.
- Manage and resolved complex or escalated customer complaints, ensuring prompt resolution and a positive customer experience.
- Handle absenteeism and scheduling conflicts.
- Work with other teams (Sale, IT, Marketing) to ensure customer issues are addressed and the information is shared effectively.
Scheduler and Referral Coordinator
Pavilion Family Physicians
Orange, CA
10.2021 - 02.2022
- Coordinated appointment schedules for multiple physicians to optimize patient flow and reduce wait times.
- Managed patient communications efficiently through electronic health record (EHR) systems to ensure accurate information dissemination.
- Collaborated with medical staff to streamline scheduling processes, enhancing operational efficiency across the practice.
- Resolved patient scheduling conflicts promptly, maintaining high levels of satisfaction and service quality.
- Verified referral approvals.
- Answered multi-line phone systems.
Main Entrance Receptionist/Personal Vacation Planner
The Walt Disney Company
Anaheim, CA
04.2014 - 10.2021
- Managed multi-line phone system to efficiently direct calls and inquiries.
- Coordinated guest check-in processes, enhancing overall visitor experience.
- Provided joyful, positive experience for guests.
- Processed guest payments and ticket purchases.
- Balanced cash register nightly.
- Processed guest ticket media into Disneyland Parks
- Processed contracts for annual passholder payment plans.
Education
High School Diploma -
Vista Del Lago High School
Moreno Valley, CASkills
- Escalation handling
- Reporting skills
- Employee motivation
- Coaching and mentoring
- Integrity
- Scheduling proficiency
- Microsoft 365 expertise
- Teamwork and collaboration
- Problem-solving skills
- Attention to detail
- Multitasking Abilities
- Calm and professional under pressure
- Accountability
- Customer service excellence
Timeline
Call Center Lead
Comprehensive Eyecare Partners
08.2022 - Current
Scheduler and Referral Coordinator
Pavilion Family Physicians
10.2021 - 02.2022
Main Entrance Receptionist/Personal Vacation Planner
The Walt Disney Company
04.2014 - 10.2021
High School Diploma -
Vista Del Lago High School