Stephanie Smith
Lubbock,TX
Summary
Results-driven PSR lead specializing in customer engagement and issue resolution. Expertise in enhancing service delivery and fostering collaboration, resulting in increased customer satisfaction. Proven track record of implementing effective strategies to improve team performance and client relationships.
Overview
6
6
years of professional experience
Work History
PSR Lead
Optum
Colorado Springs, Colorado
02.2022 - 05.2026
- Investigated and resolved customer concerns swiftly, ensuring optimal satisfaction outcomes.
- Evaluated client needs efficiently to deliver targeted solutions.
- Applied advanced interpersonal skills to connect with customers, ensuring positive interactions.
- Streamlined front desk procedures to facilitate smooth and welcoming guest arrivals.
- Engaged with team members to streamline processes and ensure timely achievement of project goals.
- Designed and executed cutting-edge solutions that significantly elevated team productivity.
- Cultivated a collaborative environment by offering guidance and support to team members.
- Participated in educational programs and advanced training initiatives to maintain industry knowledge.
Lead Front Desk Receptionist
Mathews Vu
Colorado Springs, Colorado
12.2019 - 01.2022
- Streamlined front desk procedures to facilitate smooth and welcoming guest check-in interactions.
- Implemented training sessions for new reception staff, focusing on procedures and systems to improve overall team performance and customer service standards.
- Streamlined operational workflows to enhance overall service delivery efficiency.
- Oversaw appointment logistics, maintaining up-to-date schedules to optimize staff and client interactions.
- Handled phone inquiries with a focus on professionalism and courtesy, prioritizing customer requirements.
- Conducted regular reviews of product and service offerings to provide precise and relevant information to customers.
- Sourced and organized weekly reports detailing customer service metrics, delivering insights for strategic service improvements.
- Facilitated adherence to visitor rules while consistently demonstrating professionalism during engagements.
Education
GED -
Wooster High School
Reno, NV3 2015
Skills
- Customer engagement
- Client support
- Issue resolution
- Workflow optimization
- Report analysis
- Schedule management
- Relationship management
- Relationship building
- Staff training
- Coaching techniques
- Leadership
- Decision making
- Effective communication
- Problem solving
- Conflict resolution
- Time management
- Multitasking
- Flexibility and adaptability
Timeline
PSR Lead
Optum
02.2022 - 05.2026
Lead Front Desk Receptionist
Mathews Vu
12.2019 - 01.2022
GED -
Wooster High School
References
References available upon request.
Education and Training
other
References
References available upon request.