Stephanie Morales
Grandville,MI
Summary
Experienced Customer Service Lead with a track record of delivering exceptional support to IBOs and customers. Lead a team of 15-20 agents, ensuring performance accountability, process adherence, and upholding the service mission of "Simple, Satisfactory with a Smile".
Collaborated with cross-functional teams, including Knowledge and Training, the Amway Bonus Team, and Business Conduct & Rules, to provide comprehensive support during business changes, transitions, and new product launches for customer service, IBOs, and customers.
Overview
6
6
years of professional experience
Work History
Customer Service Lead
Amway
04.2023 - Current
- Knowledgeable of Amway customer service call driver processes, IBO compensation plans, Amway Products/Marketing, and relationship building with agents and IBOs
- Utilizing Tableau to analyze top 20 contacts trends from IBOs/Customers
- Worked with cross functional Accounts Receivable partner on the Functional influencer project to reduce irritable contacts and decrease costs
- Develop and assist a team of 20-25 agents
- Leveraging the Zendesk tool to analyze business trends, log in IBO/Customers interactions, and create an internal Knowledge guide
- Scheduled team meetings, calibrations, Team 1:1s, huddles
- Assisted with Special Events training (NPC, achievers)
- Collaborated with live chat implementation.
Customer Service Business Representative
Amway
04.2019 - 06.2023
- Demonstrated business knowledge to IBOs to build a balanced business through the Amway Compensation Plan
- Exceptional knowledge with IBO pin qualifications requirements
- Processed orders, returns, and exchanges in an accurate and efficient manner
- Worked with our Emerging outbound team that focused on 18-21% level IBOs.
Education
Grand Rapids Community College
Grand Rapids, MISkills
Lead and collaborated on projects Customer Service department
Planning, organizing and effective communication
Proficiency in Microsoft office, Zendesk, Tableau and Magic
Leadership, Problem solving, Critical thinking, Communication, Time Management, Exceptional Project Execution
Accomplishments
· Graduated from LeadERES leadership program
· Leading Amway Customer Service Diversity Equity and Inclusion team.
Timeline
Customer Service Lead
Amway
04.2023 - Current
Customer Service Business Representative
Amway
04.2019 - 06.2023
Grand Rapids Community College
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