Stephanie Phillippi
Kuna
Summary
Dynamic customer service professional with extensive experience at Ashley Heating & Air, excelling in conflict resolution and customer engagement strategies. Proven track record of enhancing customer satisfaction through effective communication and technical support, while consistently exceeding performance metrics. Recognized for maintaining detailed records and fostering team collaboration to streamline operations. Strong Multitasking skills while providing customer service in a fast-paced setting.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Service Representative/Dispatcher
Ashley Heating & Air
Boise, ID
08.2024 - Current
- Resolved customer inquiries and complaints with efficiency and professionalism.
- Assisted customers in selecting heating and air solutions tailored to their needs.
- Processed service requests and scheduled appointments using company software.
- Collaborated with technicians to ensure timely completion of service calls.
- Maintained accurate records of customer interactions and transactions.
- Adapted quickly to new processes, improving response times for customer support.
- Contributed to team efforts by sharing best practices for customer engagement.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
Customer Service Representative
Rite Way Heating and Cooling
Tucson, AZ
02.2021 - 10.2024
- Resolved customer inquiries through effective communication and problem-solving strategies.
- Processed service requests efficiently, ensuring timely scheduling of appointments for technicians.
- Trained new team members on customer service protocols and software systems.
- Improved customer satisfaction by implementing feedback mechanisms to enhance service quality.
- Maintained detailed records of customer interactions in CRM software for effective follow-up actions.
- Identified opportunities for process improvements, leading to streamlined operations and reduced response times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Customer Service Representative/eye Tech
Eye Center
Tucson, AZ
03.2019 - 02.2021
- Resolved customer inquiries regarding eye care services and products efficiently.
- Managed appointment scheduling and follow-ups to enhance patient satisfaction.
- Provided comprehensive product information to assist customers in making informed decisions.
- Collaborated with medical staff to ensure seamless patient experience during visits.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Customer Service Representative
Ashley Heating and Air
Boise, ID
03.2017 - 02.2019
- Collaborated with technical staff to address complex issues and provide accurate solutions.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Education
High School Diploma -
La Sierra High
Riverside, CACertificate of Phlebotomy - Phlebotomy
CWI
Eagle05-2016
Skills
- Customer relationship management
- Conflict resolution
- Technical support
- Appointment scheduling
- Complaint handling
- Record maintenance
- Team collaboration
- Communication skills
- Customer engagement strategies
- Time management
- Active listening techniques
- Empathy in customer service
Certification
Certificate of Customer service/dispatch with Nextstar
Timeline
Customer Service Representative/Dispatcher
Ashley Heating & Air
08.2024 - Current
Customer Service Representative
Rite Way Heating and Cooling
02.2021 - 10.2024
Customer Service Representative/eye Tech
Eye Center
03.2019 - 02.2021
Customer Service Representative
Ashley Heating and Air
03.2017 - 02.2019
High School Diploma -
La Sierra High
Certificate of Phlebotomy - Phlebotomy
CWI