Stephanie Ratliff-Gradnigo
Houston,TX
Summary
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.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
Operating Systems
02.2022 - 09.2023
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Implemented feedback loops that encouraged continuous improvement among team members by sharing insights about exceptional service delivery techniques.
- Utilized customer service software to manage interactions and track customer satisfaction.
Customer Service Representative
AT&T Call Center
01.2021 - 12.2021
- Provided primary customer support to internal and external customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Substitute Teacher, K-12
Galena Park ISD
11.2012 - 05.2017
- Provided one-on-one support for students with learning disabilities, enabling them to excel in their coursework.
- Provided one-on-one tutoring sessions for struggling students, helping them improve academic performance and gain confidence in their abilities.
- Repeatedly requested as substitute teacher by teachers based on excellent past referrals and trusted performance.
- Took over class for regular classroom teacher, managing assignments, student needs, and recordkeeping.
- Followed lesson plans designed by absent teachers.
- Attended professional meetings, educational conferences or teacher training workshops to improve professional competence.
- Kept accurate and current attendance records and assignment sheets to maintain file compliance.
- Upheld classroom routines to support student environments and maintain consistent schedules.
Court Clerk
Harris County Precinct 1
07.2007 - 03.2011
- Assisted newly hired clerks in learning about application reviews and verification procedures, performance strategies and customer service techniques.
- Improved workflow efficiency through regular review and updating of internal policies related to court clerk duties.
- Supported courtroom operations during trials, ensuring all parties had necessary materials and equipment for smooth proceedings.
- Updated operational records or licensing information using computer terminals.
- Researched information in municipal archives upon request of public officials or private citizens.
- Maintained court dockets and updated disposition of cases after court hearings and trials.
- Increased court efficiency by processing legal documents and maintaining accurate case records.
- Maintained organized filing systems for easy retrieval of case files and supporting documentation.
- Reviewed court documents to process subpoenas, motions and pleadings.
- Processed payments for fines and fees, maintained accurate drawers, issued receipts, and updated account balances.
- Responded to in-person and telephone requests for information from general public, attorneys and other involved parties.
- Provided assistance to attorneys and court personnel in courtroom
- Answered telephone calls, took messages and transferred calls to appropriate colleagues.
- Prepared court documents for filing in alignment with established protocols to support compliance.
- Reduced clerical errors by implementing quality control measures when handling sensitive information.
- Strengthened public trust by providing exceptional customer service to individuals seeking assistance or information about their cases.
- Passionate about learning and committed to continual improvement.
Education
No Degree - Safety Management
University of Houston - Downtown
Houston, TXSkills
- Escalation management
- Data Entry
- Call Metrics
- Computer Skills
- Issue and Complaint Resolution
- Billing Adjustments and Refunds
- De-Escalation Techniques
- Shipping and Logistics
- Call Management
- Customer Relations
- Inbound Call Management
- Problem-solving abilities
- Customer Data Confidentiality
- Following scripts
Timeline
Customer Service Representative
Operating Systems
02.2022 - 09.2023
Customer Service Representative
AT&T Call Center
01.2021 - 12.2021
Substitute Teacher, K-12
Galena Park ISD
11.2012 - 05.2017
Court Clerk
Harris County Precinct 1
07.2007 - 03.2011
No Degree - Safety Management
University of Houston - Downtown
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