Years of professional Salesforce experience
Stephanie M Naples
Cincinnati,OH
Summary
Highly-motivated with the desire to take on new challenges. Strong worth ethic, adaptability, and exceptional interpersonal skills. Current certifications include Salesforce Certified Administrator (201) and Salesforce Certified Service Cloud Consultant. Active member in the local Salesforce Women in Tech Group.
Overview
3
3
2
2
Salesforce Certifications
Work History
Salesforce Administrator
Everything But The House
Cincinnati, OH
09.2020 - Current
- Successfully deployed Service Cloud including training and creating department-specific reference guides.
- Implemented web-to-case and email-to-case functionalities to provide better support to customers.
- Provides post-implementation support to assist end-users including continuous improvement based on departmental feedback.
- Demonstrates ability to translate customer requirements into specification.
- Point of contact for all Salesforce related questions; manages both Service and Sales clouds while keeping customer-facing community up-to-date.
Customer Service Manager
Everything But The House
Cincinnati, Ohio
09.2019 - 10.2020
- Evaluated contact center statistics to identify areas in need of improvement and devised proactive strategies to realign results.
- Optimized personnel coverage, preparing work schedules based on staff availability and forecasted demands.
- Conducted monthly and yearly performance evaluations of staff to monitor progress, productivity, and recommend promotions, corrective or disciplinary actions.
- Five9 Administrator with responsibilities that included trouble shooting, user adaptation, building campaigns, monitoring agents, mapping out IVR paths, as well as analyzing reports which were shared in monthly meetings with the general manager, company president, and investors.
- FreshDesk Administrator responsible for trouble shooting, adding/removing users, managing workflows and canned responses, analyzing reports which were shared in monthly meetings with upper management.
- Interfaced with various departments, including technology, marketing, sales, and accounting. Communicated effectively using active listening, open-ended questioning, and appropriate response skills.
Customer Service Supervisor
Everything But The House
Cincinnati, Ohio
07.2015 - 09.2019
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Oversaw training and daily performance of contact center employees, ranging from 6-25 at a time.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Translated management directives into actionable mandates for front-line staff.
- Revised department schedules to maximize coverage during peak hours.
- Defined and documented company procedures, creating SOPs to provide thorough and comprehensive training for all support staff.
Fraud Analyst
U.S. Bancorp
Cincinnati, Ohio
01.2014 - 07.2015
- Identified fraud patterns and anomalies through analysis of large quantities of data.
- Conducted reviews of flagged transactions and reports that showed potential suspicious activity.
- Improved operations by working with team members and customers to find workable solutions.
- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
Garnishment and Levies Specialist
U.S. Bancorp
Cincinnati, Ohio
01.2013 - 01.2014
- Handled all delegated tasks, including placing garnishments and/or levies against accounts housed by the bank.
- Attended departmental meetings, providing feedback to enhance future performance.
- Followed and stayed up-to-date on both state and federal laws around garnishments and levies.
- Worked with state and federal government agencies on needed updates and sending payment.
Customer Service Representative
U.S. Bancorp
Cincinnati, Ohio
05.2008 - 01.2013
- Assessed customer needs and upsold products and services to meet monthly quota.
- Assisted with the training department and was a company mentor for new hires.
- Conducted daily team meetings.
- Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
Skills
- Continuous process improvement
- Defining requirements
- Cross-functional teamwork
- Testing and deployment
- Critical thinking
- Active listening
- Training end-users
- Solution-focused
Timeline
Salesforce Administrator
Everything But The House
09.2020 - Current
Customer Service Manager
Everything But The House
09.2019 - 10.2020
Customer Service Supervisor
Everything But The House
07.2015 - 09.2019
Fraud Analyst
U.S. Bancorp
01.2014 - 07.2015
Garnishment and Levies Specialist
U.S. Bancorp
01.2013 - 01.2014
Customer Service Representative
U.S. Bancorp
05.2008 - 01.2013
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