Stephanie Sowell
Round Rock,TX
Summary
Results-driven professional with experience in customer service, team leadership, training, risk management, and process improvements. Committed to leveraging skills to enhance operational efficiency and foster team collaboration. Quick learner with a strong work ethic and ability to thrive in dynamic environments.
Overview
14
14
years of professional experience
Work History
Agent Customer Service Representative
Liberty Mutual Insurance
Austin, USA
07.2025 - Current
- Educated independent insurance agents on billing, coverage, and policy inquiries, including policy changes, renewals, rates, non-renewals, inspections, and cancellations, enhancing their understanding and service capabilities.
Lead Customer Service Representative
Wells Fargo Auto
Irving, USA
12.2018 - 07.2025
- Assisted with all team lead and transition coach responsibilities including planning meetings, facilitating new hire training, reviewing calls for quality, pulling routine reports, and coaching team members.
- Took escalated calls, assisted team members, and performed side by side call reviews to ensure the customer is receiving the best experience accurately.
- Facilitated meetings with senior leadership regarding upcoming changes while collaborating with the transition team to enhance departmental processes.
- Provided suggestions as Subject Matter Expert and part of transition team, creating materials to enhance training and procedures across Wells Fargo Auto sites.
- Reviewed, tracked, and reported changes in policy and procedures, tracked trends, researched, developed plans, implemented changes, and monitored deliverables.
- Troubleshot technical issues while partnering with employees in other business areas.
- Worked independently in fast-paced environment, multitasking, organizing, and prioritizing to meet deadlines consistently.
- Worked as part of the Wells Fargo Auto Risk and Control Self Analysis project to detect possible risks, create and monitor control, while ensuring documentation for a third-party auditor to determine there were no unidentified risks or gaps in the current controls.
Customer Service Representative 2
Wells Fargo Auto
Irving, USA
02.2014 - 12.2018
- Provided customers, dealerships, and financial institutions with exceptional service by addressing billing, interest, payoffs, refinance applications, and contract inquiries related to auto loans.
- Achieved company set goals for quality, adherence, and average handle time.
- Assisted with new hire training, contributed to special projects, and provided feedback to enhance customer experience.
Customer Care Representative 2
Suddenlink
Tyler, USA
07.2012 - 02.2014
- Exceeded company goals for sales, compliance, and quality through effective customer interactions.
- Provided superior customer service for cable, phone, and internet accounts, including product and service sales.
- Proposed and supported creation of escalation team to enhance issue resolution processes.
Education
Diploma -
Westwood High School
Palestine, TX02.2002
Skills
- Service excellence
- Problem Resolution
- Multitasking & Prioritization
- Detail orientation
- Collaboration skills
- Training & Development
- Process Improvement
- Data analysis
- Risk assessment
- Leadership coaching
Timeline
Agent Customer Service Representative
Liberty Mutual Insurance
07.2025 - Current
Lead Customer Service Representative
Wells Fargo Auto
12.2018 - 07.2025
Customer Service Representative 2
Wells Fargo Auto
02.2014 - 12.2018
Customer Care Representative 2
Suddenlink
07.2012 - 02.2014
Diploma -
Westwood High School