Stephanie R. Benson Smith
Palmetto
Summary
I have 30+ years of Customer Service experience, providing quality and efficient customer service to customers through the daily management of a team to include hiring, motivating, recognizing and rewarding, coaching, counseling, training and problem solving. I have provided leadership and guidance to Operators and Specialists to insure timely, accurate, and courteous response to customers requests. I support and assist with providing best service to customers by using my knowledge of behavior analytics.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Call Center Representative (Dual)
Maximus
10.2025 - Current
- Foster strong customer relationships, monitoring their engagement and progress
- Collaborate regularly with customers to attain program goals and sustain eligibility for services
- Conduct workshops and deliver various training services to customers
- Demonstrate substantial program knowledge, assisting customers through multiple phases of the application process, from enrollment to benefit allocation
- Aid customers in accessing services aligning with program objectives, including educational/vocational training, medical support, childcare, transportation, mental health services, legal aid, and related needs
- Follow up with customers to ensure their needs are met and address any queries or concerns
- Collaborate with team members, providing expertise and assistance in resolving participant issues
- Maintain accurate and timely case notes for all customer interactions and document related activities
- Share updates on outreach and engagement efforts with project staff
- Report identified barriers hindering customer engagement with the Provider to project staff
Dispensary Associate
Trulieve
12.2022 - Current
- Provide exceptional customer service to patients, guests, and coworkers
- Coordinate returns and exchanges in accordance with company policy
- Print return/exchange forms for all stations and delivery
- Update the Register Inventory sheet as needed
- Assess inventory in the live inventory room, transfer items as needed, and complete daily inventory counts
- Review inventory overages and shortages and submit inventory needs to the logistics
- Review accessory needs with the manager and order as needed
- Enter merchandise into the point-of-sale system when received
- Perform other duties as assigned
Shift Supervisor
Trulieve
12.2022 - 01.2025
- Supervisory and lead responsibilities in the retail setting to support the General Manager and Assistant Managers
- Provide management and administrative support to the General Manager and Assistant Managers
- Lead by example in providing strong customer service and driving sales to meet daily sales goals
- Working knowledge of retail business operations including management of payroll and controlling expenses such as shrink and cash shortages
- Adhere to all cannabis state-specific regulations and laws, execute, and enforce compliance efforts
- Support and partner with management on all functions of the business
- Assume all duties of a key-holding supervisor related to opening and closing procedures and basic supervision of staff and retail processes
- Ability to assist with customer and employee issues, including but not limited to returns, exchanges, complaints, suggestions, and compliments
- Administrative duties to include working with POS system and reporting
- Advanced product knowledge, with ability to disseminate to and mentor associate staff members
- Ability to follow all SOPs in the dispensary environment across all departments
- Thorough knowledge, and ability to train all state specific SOPs to the staff
- Balancing cash registers and cash handling duties
- Support and partner with store management team on employee communication and recognition to promote positive team interactions
- Involved in training of new employee process, as well as ongoing training and development of associate staff
- Create and maintain a positive work environment on the sales floor and amongst all team members by approaching the job with a positive attitude
- Participate in ongoing education and professional development opportunities
- Seek to improve, learn, and progress throughout employment as well as encouraging others on the team to do so
- Work collectively and respectfully with other team members
- Additional duties as assigned by management
Server Trainer
Cracker Barrel
06.2011 - 03.2020
- Deliver training to new and existing employees
- Educate servers about menu items and ingredients
- Enforce proper safety and sanitation standards
- Ensure service areas were maintained clean and safe
- Ensure servers follow uniform and personal appearance standards
- Maintain inventory control and proper storage of food supplies
- Coordinate with management to resolve food quality issues
eLoyalty Program Supervisor
Vangent, Inc.
04.2010 - 01.2011
- Support the needs of the Medicare Beneficiary Contact Center by providing direct, peer-to-peer feedback to supervisors based on observations of their coaching sessions with customer service representatives (CSR's)
- Improve the quality and consistency of service delivered to beneficiaries by focusing on providing an accurate and timely resolution that recognizes and respects the beneficiaries concerns and reason for calling
- Deliver quality training and support to CSRs and Supervisors
- Model the PPI Model in all interactions to demonstrate how the Model supports effective delivery of meaningful feedback
- Facilitate eLoyalty Roundtables focused on service based coaching, feedback, skill building, and employee development efforts
- Proactively identify and initiate discussion of common behaviors and trends among site leaders and the eLoyalty Program Team
Supervisor
Vangent, Inc.
01.2008 - 04.2010
- Provide leadership and guidance to Operators and Specialists to insure timely, accurate, and courteous response to incoming requests
- Maintain administrative control over the timeliness, efficiency and effectiveness of the monitoring representatives
- Maintain a service-oriented attitude when dealing with customers
- Assist management with other projects as needed
- Work to ensure consistency with National Support Center on all policies and procedures dealing with Medicare Beneficiaries
Customer Service Representative
Vangent, Inc.
07.2007 - 01.2008
- Provide Customer Service to Medicare Beneficiaries on General inquiries
- Provide information on general topics on Medicare and Medigap questions
- Experienced in utilizing database and written materials to look up and provide information to telephone inquiries
- Maintain knowledge of CMS regulations and policies as they apply
- Experienced in providing knowledgeable through telephone in a courteous professional manner
Food Server
Pietros Italian Restaurant
11.2003 - 11.2007
- Greeted and seated customers in a courteous manner
- Informed customers about daily specials and restaurant promotions
- Obtained customer orders and entered into POS system
- Ensured that dining hall was maintained clean and organized
- Responded to guest needs in a prompt manner
- Prepared checks and processed customer payments
Customer Service Leader
WaWa Inc.
07.2000 - 04.2003
- Manage and support safety and policies for staffed associates
- Supervised associates in customer service, stocking, taking inventory, cash reconciliation, housekeeping and other necessary for efficient store operation
- Responded to customer complaints or inquiries and solicited customer feedback and input as necessary
- Participated with the store management team in developing projects to improve store performance in areas of sales, spoilage, merchandising, marketing, associate retention and training
Education
Associates Degree - Medical Assistant
Bryant and Stratton Community College
Skills
- Problem-solving skills
- Customer support
- Data entry
- Customer service
- Team leadership
- Time management
- Decision-making
- Attention to detail
- Computer skills
- Employee training
- Workplace safety
- Staff management
Certification
- Certified Medical Assistant
- General Medicare Representative
- Vangent Behavioral Analytics Service Certification
Accomplishments
- 2013 Employee of the year
- 06/01/13 Employee of the month
- 03/01/13 Employee of the month
Technology - Software
- Microsoft Word
- Microsoft Excel
- Microsoft PowerPoint
Training
- Medicare Part A
- Medicare Part B
- Medicare DME Durable Medical Equipment
- DME MAC
Qualification Highlights
- 20+ Years of Customer Service Experience
- Associates Degree in Medical Assistance
- ELoyalty Project Supervisor
- 10 years experienced trainer
Timeline
Call Center Representative (Dual)
Maximus
10.2025 - Current
Dispensary Associate
Trulieve
12.2022 - Current
Shift Supervisor
Trulieve
12.2022 - 01.2025
Server Trainer
Cracker Barrel
06.2011 - 03.2020
eLoyalty Program Supervisor
Vangent, Inc.
04.2010 - 01.2011
Supervisor
Vangent, Inc.
01.2008 - 04.2010
Customer Service Representative
Vangent, Inc.
07.2007 - 01.2008
Food Server
Pietros Italian Restaurant
11.2003 - 11.2007
Customer Service Leader
WaWa Inc.
07.2000 - 04.2003
Associates Degree - Medical Assistant
Bryant and Stratton Community College
Similar Profiles
Nicole JuradoNicole Jurado
Bilingual Customer Service Representative at MaximusBilingual Customer Service Representative at Maximus
Keona RichardsonKeona Richardson
Human Resources Manager at MaximusHuman Resources Manager at Maximus
Lamondre HowardLamondre Howard
Customer Service Representive at MaximusCustomer Service Representive at Maximus
Jillian BethellJillian Bethell
Quality Analyst at MaximusQuality Analyst at Maximus
Evonne PaulkEvonne Paulk
General Manager at Pure Barre ParrishGeneral Manager at Pure Barre Parrish