Stephanie Resendez
Indianapolis,IN
Summary
Experienced in resolving customer inquiries effectively. Utilizes communication and empathy to build rapport and ensure satisfaction. Knowledge of troubleshooting and issue resolution.
Overview
10
10
years of professional experience
Work History
Customer Care Representative
Clair
10.2024 - Current
- Helped a large volume of customers every day with a positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted chat customers with questions and account concerns.
- Participated in training sessions for new hires, sharing insights on best practices in customer service excellence.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
Photographer
SELF-EMPLOYED
12.2015 - Current
- Photography expertise across various genres.
- Proficiency in photo editing software.
- Client relationship management and customer service skills.
- Developed strong communication skills in working with clients, vendors, and partners.
- Delivered high-quality images under tight deadlines, demonstrating strong time management skills.
Customer Support Agent
PARENTSQUARE
02.2024 - 07.2024
- Communicate with platform users through various channels.
- Assist with customer onboarding, making sure users have the support they need to utilize the product to its fullest potential.
- Collect and record customer feedback and information, and share it with appropriate departments and team members.
- Maintain a high level of organization to ensure that issues are resolved quickly and efficiently.
Escalations Associate (Remote)
RECUR
07.2022 - 11.2023
- Strengthened my ability to efficiently handle multi-stage processes, ensuring seamless execution.
- Timely addressed customer and client inquiries, meeting service level agreements through prompt and effective responses.
- Conducted quality assurance activities to uphold standards and enhance process efficiency, contributing to continuous initiatives.
- Developed relationships with community members and external stakeholders.
- Detail-oriented with extensive experience in implementing KYC processes to ensure compliance and enhance customer onboarding.
- Planned and conducted weekly team meetings, fostering collaboration and ensuring effective communication within the group.
Customer Experience Analyst (Remote)
RECUR
11.2021 - 07.2022
- Developed and maintained relationships with key clients to ensure continued satisfaction and retention.
- Strengthened community management skills by interacting with users via social media platforms.
- Implemented process improvements that reduced bottlenecks and improved overall workflow in multi-stage project environments.
- Helped build the CX department from the ground up at a SaaS company.
- Maintained confidentiality of customer account information.
- Collaborated with stakeholders to create a seamless user experience for buying, selling, and managing NFTs.
QA Specialist (Remote)
MAXIMUS
07.2021 - 09.2021
- Conducted comprehensive quality assurance assessments to ensure compliance with established standards.
- Implemented and monitored quality control processes to enhance overall product or service quality.
- Collaborated with cross-functional teams to identify areas for improvement and implemented corrective actions.
- Developed and maintained detailed quality documentation, including procedures, checklists, and reports.
Customer Support Team Lead (Remote)
MAXIMUS
01.2021 - 07.2021
- Led and monitored a remote team of 20 customer support professionals, fostering a collaborative and high-performance environment.
- Oversaw daily operations, ensuring efficient handling of customer inquiries and issues.
- Developed and implemented team strategies to meet and exceed performance targets and customer satisfaction goals.
- Collaborated with other departments to address escalated issues and improve overall customer experience.
- Monitored key performance indicators to assess team performance and implemented continuous improvement initiatives.
Customer Support Specialist (Remote)
MAXIMUS
11.2020 - 01.2021
- Addresses and resolved inquiries related to Pandemic Unemployment Insurance, demonstrating expertise in program details and eligibility criteria.
- Provided clear and empathetic assistance to individuals navigating unemployment challenges during the pandemic.
- Collaborated with internal departments to escalate and resolve complex issues and ensure timely processing of claims.
- Maintained accurate records of customer interactions and inquiries, ensuring compliance with data protection regulations.
- Delivered exceptional service in a high-demand environment, managing a large volume of inquiries effectively.
Lead Teacher
INDY WEST CHRISTIAN PRESCHOOL
05.2015 - 09.2020
- Developed and implemented age-appropriate lesson plans, fostering the cognitive and social development of toddlers.
- Created a nurturing and engaging classroom environment, ensuring a safe and positive space for exploration and learning.
- Facilitated daily activities, including structured play, arts and crafts, and educational games, tailored to the developmental needs of 2-year-olds.
- Collaborated with parents to provide regular updates on children's progress and address individual needs.
- Conducted assessments to track developmental milestones and adapted teaching strategies accordingly.
Education
B.S. - Integrative Studies
INDIANA WESLEYAN UNIVERSITY
02.2024
Skills
- Virtual team collaboration
- Zendesk
- Adobe Lightroom
- Canva
- Customer service
- Strong interpersonal skills
- Empathy and patience
Timeline
Customer Care Representative
Clair
10.2024 - Current
Customer Support Agent
PARENTSQUARE
02.2024 - 07.2024
Escalations Associate (Remote)
RECUR
07.2022 - 11.2023
Customer Experience Analyst (Remote)
RECUR
11.2021 - 07.2022
QA Specialist (Remote)
MAXIMUS
07.2021 - 09.2021
Customer Support Team Lead (Remote)
MAXIMUS
01.2021 - 07.2021
Customer Support Specialist (Remote)
MAXIMUS
11.2020 - 01.2021
Photographer
SELF-EMPLOYED
12.2015 - Current
Lead Teacher
INDY WEST CHRISTIAN PRESCHOOL
05.2015 - 09.2020
B.S. - Integrative Studies
INDIANA WESLEYAN UNIVERSITY
Similar Profiles
Jaison CarlJaison Carl
English Language Teacher at CLAIREnglish Language Teacher at CLAIR
Dhruv PaliyaDhruv Paliya
IT Help Desk Support (Co-op) at St. Clair CollegeIT Help Desk Support (Co-op) at St. Clair College
Emma CowanEmma Cowan
English as a Second Language Teacher at Council of Local Authorities for Inernational Relations (CLAIR) (JET Programme)English as a Second Language Teacher at Council of Local Authorities for Inernational Relations (CLAIR) (JET Programme)
Arlissa DumasArlissa Dumas
Assistant/Intern at The Sanders Group RealtyAssistant/Intern at The Sanders Group Realty
Peterson LavachePeterson Lavache
Operations Supervisor at GeodisOperations Supervisor at Geodis