STEPHANIE MORONEY
Palm Bay,FL
Summary
Customer service professional committed to excellence and results. Extensive background in managing high-performing teams and driving customer satisfaction. Known for collaborative leadership and adaptability in dynamic environments. Proficient in conflict resolution and process improvement. Experienced with leading customer service teams to achieve high standards. Utilizes expertise in problem-solving and team development to enhance service quality. Track record of implementing process improvements and fostering collaborative environments. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Customer service professional with proven track record in team leadership and performance management. Known for strong focus on collaboration and achieving results, adapting to changing needs with ease. Expertise in conflict resolution and team training, ensuring high levels of customer satisfaction and team efficiency.
Overview
19
19
years of professional experience
Work History
Call Center Customer Service Team Lead
Conduent
07.2023 - Current
- Team Lead/Supervisor for Aetna Medicare Inbound Call Customer Service Representative
- Received 100 inbound calls per day
- Respond to the needs of customers
- Meet qualitative and quantitative targets
- Management and resolving customer complaints
- Supported representatives in navigating difficult customer interactions, offering guidance on appropriate de-escalation techniques when needed.
- Coached new team members on service techniques and provided scoring through a quality assurance program.
- Led regular team meetings to review performance data, discuss best practices, and collaborate on continuous improvement initiatives.
- Reviewed customer survey results periodically to identify patterns of dissatisfaction and address them proactively within the team.
Store Manager
Indian River Coffee
11.2008 - 12.2022
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Addressed customer complaints quickly and professionally, resolving issues to maintain positive relationships with clientele.
- Managed 12 store employees successfully in a fast-paced environment through proactive communication and positive feedback.
- Assisted with hiring, training, and mentoring new staff members.
- Improved customer satisfaction through staff training in customer service and product knowledge.
- Maintained proper product levels and inventory controls for merchandise and organized the backroom to facilitate effective ordering and stock rotation.
- Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
- Approved regular payroll submissions for employees.
- Supervised guests at the front counter, answering questions regarding products.
Store Manager
Albertsons
01.2006 - 03.2008
- Oversaw cash handling procedures, minimizing discrepancies in end-of-day reports through diligent monitoring of transactions.
- Monitored cash drawers in 10 checkout stations to verify adequate cash supply.
- Maintained excellent store appearance by enforcing cleanliness standards and delegating tasks to team members effectively.
- Maintained strong customer relations and effective customer service standards.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Oversaw cashier operations, bookkeeping, and security.
- Promoted from cashier to front end manager within two years, demonstrating rapid growth in leadership abilities and operational knowledge.
- Evaluated employee performance and made recommendations for improvements.
- Monitored adherence to safety protocols within the front-end area, ensuring compliance with company policies as well as local regulations.
Education
Associate of Science - Medical Administration
Rasmussen College
Ocala, FL05.2015
College Credit Certificate - Business Administration And Management
Brevard Community College
Melbourne, FL01.2009
GED -
Brevard County School Board
Viera, FL01.2006
Skills
- Customer Service
- Call center experience
- Problem-Solving
- Microsoft Office
- QuickBooks
- Claims
- Medical Terminology
- Medical Coding and Billing
- Multi-tasking
- Onboarding
- Attention to detail
- Professional telephone demeanor
- Policy Enforcement
- Customer Satisfaction
- Customer Relations
- Staff education and training
- Quality Control
- Recordkeeping strengths
- Medical terminology knowledge
Timeline
Call Center Customer Service Team Lead
Conduent
07.2023 - Current
Store Manager
Indian River Coffee
11.2008 - 12.2022
Store Manager
Albertsons
01.2006 - 03.2008
Associate of Science - Medical Administration
Rasmussen College
College Credit Certificate - Business Administration And Management
Brevard Community College
GED -
Brevard County School Board
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