Stephanie Patterson
Dallas,TX
Summary
Quick-thinking Supervisor recognized for success in guiding teams and boosting performance. Practical problem-solver with excellent issue and conflict resolution skills to drive team and organizational success. Dedicated professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
19
19
years of professional experience
Work History
Jr Manager, Legal Affairs
Match Group, LLC
05.2019 - 10.2021
- Supervision of 4 agents with responsibilities that included response to law enforcement and legal professionals regarding gathering of user information, responding to subpoenas, warrants, IPA’s, RPA’s and formals requests from law enforcement word wide
- Researching case and report issues to NCMEC and NCECC (National Centers for Missing and Exploited Children and National Child Exploitation Coordination Centre) regarding reports of possible child pornography/child exploitation
- In charge of reviewing and action on user profiles to verify is users are known sexual offenders and if matched, removing and informing users of their accounts being banned from all associated platforms.
Supervisor
Match Group, LLC
09.2011 - 10.2021
- Daily supervision of 20+ call, email and chat agents.
- Daily and monthly scheduling of rep to assure all shifts were covered to include sick time, vacation and PTO leave.
- Writing and delivering monthly and year performance reviews along with administering performance plan's and coaching.
- Daily monitoring of agents via statics and side by sides to assure agents were meeting established perimeters.
- Working with other Supervisors/Leads to assure company and departmental goals were communicated to agents and follow up when there were concerns.
- Processing refunds and comps to users accounts for service issues.
- Updating user accounts, reviewing user content and processing necessary changes when user info was not within company policy.
Customer Care Email Representative
Match Group, LLC
Dallas, United States
02.2008 - 09.2011
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted email customers with questions and orders.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Resolved concerns with products or services to help with retention and drive sales.
- Logged user information and solutions provided into internal database.
- Coordinated timely responses to online customer communication and researched complex issues.
Customer Relations Call Center Supervisor
Pier 1 Imports
Fort Worth, Texas
10.2005 - 07.2007
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Supervised 20+ Call center agents in providing excellent customer service to callers, via email and chat that requiring assistance for placing orders, service issues and store inventory requests.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
- Conducted performance reviews for Care agents to reduce resolution times and improve customer satisfaction ratings.
Customer Service Associate
Pier 1 Imports
Puyallup, Washington
08.1998 - 12.1999
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Informed customers about special promotions and provided detailed information for various products.
- Resolved concerns with products or services to help with retention and drive sales.
- Demonstrated items to customers and created customer awareness, interest and sales.
- Improved operational efficiencies while managing customers requests, store inventory, transactions, new purchase orders and pricing needs.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Recommended products to customers, thoroughly explaining details.
- Responded to customer requests for products, services and company information.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Provided information regarding charge accounts and loyalty programs.
Education
High School Diploma -
Eatonville High School
Eatonville,WASkills
- Business Processes and Procedures
- Waste Elimination
- Job Assignments
- Safe Work Methods
- Motivating Performers
- Scheduling and Coordinating
- Resolving Complaints
- Priority Management
- Performance Tracking and Evaluations
- Administration and Reporting
- Employee Coaching and Motivation
- Following Supervisor Instructions
- Employee Performance Management
- Supervising Employees
- Negotiation and Conflict Resolution
- Training Manuals and Processes
- Leadership
Timeline
Jr Manager, Legal Affairs
Match Group, LLC
05.2019 - 10.2021
Supervisor
Match Group, LLC
09.2011 - 10.2021
Customer Care Email Representative
Match Group, LLC
02.2008 - 09.2011
Customer Relations Call Center Supervisor
Pier 1 Imports
10.2005 - 07.2007
Customer Service Associate
Pier 1 Imports
08.1998 - 12.1999
High School Diploma -
Eatonville High School
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