Summary
Overview
Work History
Education
Skills
Languages
Timeline
Hi, I’m

Stephanie Newman

San Antonio,TX
Stephanie Newman

Summary

Experienced Manager bringing 10 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.

Overview

11
years of professional experience

Work History

Percepta

Customer Service Case Managers
01.2023 - Current

Job overview

  • Provide an exceptional customer experience with a focus on building a relationship of trust and enthusiasm while guiding the customer from their initial contact through case resolution
  • Act as a resource of all product knowledge and service support
  • Actively listen to the customer while controlling the interaction to lead the customer in a professional and efficient manner
  • Act as a liaison between customer, service support, and dealership by following up to ensure customer satisfaction
  • Responsible for handling inbound customer calls in a helpful, courteous, and professional manner, displaying knowledge and concern for their needs
  • Responsible for handling emails
  • Exhibit strong follow up and organizational skills, in both verbal and written communication
  • Responsible for resolving customer issues using all available resources, including Dealers (i.e
  • Service Personnel, Subject Matter Experts (SMEs), Leadership, and Field Service Engineers)
  • Return all email and voice mail messages promptly and follow up with customers and dealers as committed
  • Responsible for documenting all customer interactions
  • Use applicable customer satisfaction tools to resolve customer issues - tools include financial assistance, service plans, payments, and maintenance plans
  • Meet specified goals as set forth by management
  • Provide feedback to management for the continued and improved performance of the department to foster positive results and growth
  • Assist other team members when in need of support
  • Perform other duties as assigned
  • Handle Case Management
  • Focus on handling cases from initial concern to resolution
  • Trained on processes that include understanding local laws
  • Handle cases within the client's established timeline
  • Utilize resources including an onsite Knowledge Base, Dealerships, local resources, and Tech SMEs for case progression
  • Keeping promises
  • Follow up with customers on updates and timelines as these lead to a poor customer experience and diminished brand loyalty

Berthas Florist

Flower Shop Manager
10.2015 - 01.2023

Job overview

  • Manage receipts, handling of perishables, co-packing and re-packing, maintenance and dispatch of goods
  • Monitor budgets and payroll records, schedule staff hours, and delegate duties among a team of approximately fifty individuals
  • Monitor payroll within floor coverings department
  • Plan and budget perishables for high volume holidays including ordering, scheduling and delivering
  • Participate in organizational performance management processes
  • Participate in organizational performance management processes.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
  • Kept orderly and accurate accounting records by monitoring sales documentation.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Implemented business strategies, increasing revenue and effectively targeting new markets.
  • Delivered excellent customer service by addressing and resolving customer inquiries and complaints.
  • Implemented innovative programs to increase employee loyalty and reduce turnover.
  • Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
  • Managed purchasing, sales, marketing and customer account operations efficiently.
  • Maintained safe working environment by enforcing adherence to safety and security protocols.
  • Monitored and analyzed sales reports to identify opportunities for growth.
  • Mitigated business risks by working closely with staff members and assessing performance.
  • Managed inventory control, cash control, and store opening and closing procedures.
  • Supervised creation of exciting merchandise displays to catch attention of store customers.
  • Monitored daily cash discrepancies, inventory shrinkage and drive-off.
  • Interacted well with customers to build connections and nurture relationships.
  • Created employee schedules to align coverage with forecasted demands.

JPMorgan Chase & Co

Collections Specialist
01.2012 - 10.2015

Job overview

  • Generated and distributed monthly customer statements.
  • Compiled and analyzed data for review by senior management of loan loss reports to measure portfolio performance.
  • Analyzed customer financial records to determine appropriate payment plan.
  • Initiated repossession process or service disconnection upon failure of other collection methods.
  • Monitored customer accounts for payment delinquency and initiated collection efforts.
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Used probing techniques to determine debtors' reasons for delinquency.
  • Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.

Education

EMMA LEE BROADY ACADEMY
San Antonio, TX

Skills

  • Very comfortable communicating with customers in a metrics-driven environment
  • Able to navigate multiple technologies while staying engaged with customers
  • Possess excellent negotiation and decision-making skills; in addition to strong communication skills
  • Possess strong customer focus with the ability to have detailed conversations with customers
  • Treat customers with respect and respond with empathy
  • Demonstrate sensitivity and compassion in difficult situations
  • Demonstrate personal excellence including punctuality, integrity, and accountability
  • Have the ability to work independently and in a team environment
  • Think critically and exercise independent judgement
  • Performance management
  • Case management
  • Conflict management
  • Management
  • Negotiation
  • Strategic planning
  • Research
  • Team management
  • Team Goals
  • Process and Performance Improvement
  • Motivational Leadership
  • Creative Thinking
  • Client Interactions
  • Behavior Identification

Languages

Spanish
Limited Working
English
Native or Bilingual

Timeline

Customer Service Case Managers

Percepta
01.2023 - Current

Flower Shop Manager

Berthas Florist
10.2015 - 01.2023

Collections Specialist

JPMorgan Chase & Co
01.2012 - 10.2015

EMMA LEE BROADY ACADEMY

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