Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Stephanie Starchman

Spokane

Summary

Dynamic customer service professional with extensive experience at Unifi - American Airlines, adept at problem resolution and fostering customer loyalty. Recognized for outstanding communication skills and a strong ability to manage escalations, enhancing team productivity and ensuring positive customer experiences. Proven track record in empathetic support and effective multitasking.

Professional with strong background in customer support, excelling in conflict resolution, communication, and problem-solving. Known for fostering collaborative team environment and adapting to changing needs to ensure customer satisfaction. Skilled in handling multiple tasks efficiently, leveraging empathy and active listening to build rapport with clients and team members alike.

Experienced with handling customer inquiries and resolving issues promptly. Utilizes effective communication and active listening to enhance customer satisfaction. Knowledge of customer relationship management and conflict resolution techniques.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Customer Service Agent

Unifi - American Airlines
02.2024 - Current
  • Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
  • Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
  • Utilized strong problem-solving skills to quickly identify and address customer issues.
  • Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
  • Addressed customer account discrepancies and concerns.
  • Responded proactively and positively to rapid change.
  • Increased efficiency and team productivity by promoting operational best practices.

Home Health Caregiver

Family Members
04.2008 - Current
  • Assisted with daily living activities, improving their overall quality of life.
  • Ensured timely transportation of patients to appointments or social engagements, enhancing their ability to maintain an active lifestyle outside the home setting.
  • Demonstrated adaptability when faced with unexpected situations or emergencies by implementing appropriate interventions quickly and efficiently.
  • Supported emotional well-being through companionship services such as reading aloud or playing games together during downtime periods.
  • Promoted a positive atmosphere within the home setting by engaging patients in meaningful conversation and activities.
  • Assisted disabled clients to support independence and well-being.
  • Enhanced patient comfort by providing compassionate and attentive care.
  • Conducted regular assessments of patients'' conditions, updating care plans as necessary.
  • Performed laundry, grocery shopping and other housekeeping duties.
  • Developed individual care plans for clients based on specific needs.
  • Scheduled and coordinated medical appointments.
  • Assisted clients with living independently through skill-building and mentoring in areas such as housekeeping adaptations and preparation of healthy meals.
  • Constructed cognitively stimulating activities.

Banking Customer Service Representative

Umpqua Bank
11.2023 - 02.2024
  • Assisted in fraud prevention efforts by closely monitoring customer accounts and reporting suspicious activity as required.
  • Reduced wait times for customers by efficiently handling high volumes of calls and resolving issues quickly.
  • Participated in regular training sessions to stay up-to-date on industry trends, regulatory changes, and product offerings.
  • Assisted customers in navigating online banking platforms, improving their overall digital banking experience.
  • Resolved complex customer situations by utilizing problem-solving skills and escalating issues when necessary.
  • Maintained strict adherence to compliance regulations, ensuring all transactions were accurately processed and documented.
  • Enhanced customer satisfaction by providing prompt and accurate responses to inquiries regarding bank products and services.

Call Center Representive

Dial America
02.2021 - 05.2021
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
  • Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
  • Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
  • Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.

Call Center Representative

HGS - Hinduja Global Solutions
11.2017 - 05.2018
  • Maintained a high degree of professionalism and empathy during difficult calls, providing emotional support to distressed patients while addressing their concerns.
  • Maintained accurate patient records with diligent data entry and effective communication with healthcare professionals.
  • Educated patients on available resources, such as financial assistance programs or support groups relevant to their conditions.
  • Improved patient satisfaction by efficiently handling inbound calls and addressing their medical concerns.
  • Demonstrated adaptability by quickly learning new software systems used for managing patient accounts and medical information.
  • Resolved complex issues through active listening, empathetic support, and clear communication with patients.
  • Upheld strict confidentiality standards regarding sensitive patient information in accordance with HIPAA regulations.

Education

General Studies

Rogers High School
Spokane WA

Associate of Applied Science - ITC

Spokane Community College
Spokane, WA

Associate of Science - ITC

Tacoma Community College
Tacoma, WA

Skills

  • Customer service
  • Data entry
  • Problem resolution
  • Outstanding communication skills
  • Call center experience
  • Empathetic and genuine
  • Active listening
  • Passenger assistance
  • Strong multitasking
  • Time management expertise
  • Flexible work schedule
  • Disability assistance experience
  • Travel documentation verification

Certification

CSA- Airport Certified

Microsoft Office

SIDA Badge - DHS Security Clearance

Timeline

Customer Service Agent

Unifi - American Airlines
02.2024 - Current

Banking Customer Service Representative

Umpqua Bank
11.2023 - 02.2024

Call Center Representive

Dial America
02.2021 - 05.2021

Call Center Representative

HGS - Hinduja Global Solutions
11.2017 - 05.2018

Home Health Caregiver

Family Members
04.2008 - Current

General Studies

Rogers High School

Associate of Applied Science - ITC

Spokane Community College

Associate of Science - ITC

Tacoma Community College

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