Summary
Overview
Work History
Education
Skills
Affiliations
Accomplishments
References
Timeline
Generic

Stephanie Starchman

Customer Service
Veradale,WA

Summary

Dynamic customer service professional with extensive experience at American Airlines, excelling in conflict resolution and operational protocols. Proven track record of enhancing efficiency and customer satisfaction through effective problem-solving and data documentation. Adept at utilizing CRM software to manage inquiries and deliver exceptional service in high-pressure environments.

Overview

17
17
years of professional experience

Work History

CSA

American Airlines - Unifi Services
Spokane
02.2024 - Current
  • Assisted passengers with check-in and boarding procedures to enhance efficiency.
  • Resolved passenger inquiries and concerns promptly and professionally.
  • Collaborated with team members to optimize operations during peak hours.
  • Monitored baggage handling processes to ensure adherence to protocols.
  • Trained new staff on operational procedures and customer service standards.
  • Maintained a clean and organized work area to improve workflow efficiency.
  • Utilized airline systems for effective ticketing and reservation management.
  • Delivered excellent customer service in high-pressure airport environments.

Personal Caregiver

Self Employed Services
Spokane
04.2008 - Current
  • Delivered personal care and assistance with daily living activities for clients.
  • Maintained clean, organized environments to ensure client safety and comfort.
  • Documented client progress and health status changes consistently.
  • Prepared nutritious meals and snacks tailored to client preferences.
  • Supported mobility and independence for disabled individuals while monitoring safety.
  • Ensured a safe living environment through regular cleanliness assessments.

CSR

Umpqua Bank - Ashton Carter
Spokane
09.2023 - 12.2023
  • Resolved customer inquiries and issues efficiently to enhance satisfaction.
  • Managed customer accounts by updating information in database accurately.
  • Documented interactions in CRM software for future reference and analysis.
  • Provided accurate product information during incoming calls to assist customers.
  • Identified customer needs and delivered appropriate solutions promptly.
  • Maintained adherence to company protocols for handling confidential data.
  • Simultaneously managed multiple tasks while ensuring excellent customer service experience.

CSR

Dial America
El Paso
02.2021 - 05.2021
  • Assisted customers with inquiries and resolved issues efficiently.
  • Managed customer accounts and updated information in the database.
  • Handled incoming calls and provided accurate product information.
  • Documented customer interactions in CRM software for future reference.
  • Conducted follow-up calls to ensure customer satisfaction with services.
  • Managed multiple tasks simultaneously while providing excellent customer service experience.
  • Handled customer inquiries and complaints in a timely manner.

CSR - Med. D

HGS - Hinduja Global Solutions
El Paso
11.2017 - 05.2018
  • Enhanced job knowledge through participation in educational opportunities.
  • Exceeded productivity targets by delivering exceptional customer service on every interaction.
  • Accurately assessed service needs by asking probing questions and documenting responses in electronic systems.
  • Maintained comprehensive records of all customer interactions in CRM software per company standards.
  • Consulted with customers to identify requirements and resolve concerns effectively.
  • Executed account maintenance tasks, including updating client information in databases.
  • Complied with established protocols for managing confidential data securely.
  • Delivered customer support via phone and email to ensure satisfaction.

CSR (AT&T, DirecTV)

Alorica
El Paso
06.2014 - 04.2016
  • Resolved customer complaints through effective communication and problem-solving skills.
  • Assisted customers with account inquiries and banking services to enhance satisfaction.
  • Educated clients on banking products and services, improving overall customer knowledge.
  • Processed orders, forms, applications, and requests promptly and accurately.
  • Managed multiple tasks concurrently while delivering excellent customer service.
  • Adhered to established protocols for handling confidential data securely.

Operations Technical Manager (OTM)

American Directions Group
Spokane
09.2009 - 05.2014
  • Developed technical strategies to improve operational efficiency and service quality.
  • Oversaw quality assurance initiatives to ensure compliance with industry standards.
  • Supervised daily operations to ensure efficient workflow and adherence to safety standards.
  • Resolved employee conflicts and encouraged teamwork to foster a positive environment.
  • Assisted in scheduling shifts to ensure adequate coverage during peak hours.
  • Maintained a clean, organized, and safe work environment at all times.
  • Led customer service team in resolving client inquiries and issues.
  • Mentored team members to foster professional development and growth.
  • Managed workflow efficiently within a fast-paced environment while maintaining high standards of accuracy and quality control.
  • Conducted performance evaluations to assess staff skills and development needs.
  • Collaborated with upper management to develop training programs for new hires.
  • Provided guidance, training, coaching and mentoring to call center team members.

Education

Associate of Science - Information Technology

Tacoma Community College
Tacoma, WA
03-2005

Associate of Applied Science - Information Technology

Spokane Community College
Spokane, WA
06-2000

Skills

  • Ticketing systems
  • Baggage handling
  • Reservation management
  • Conflict resolution
  • Operational protocols
  • Customer relationship management
  • Data documentation
  • Problem solving
  • Time management
  • Data entry
  • Call center experience
  • Patience and tolerance
  • Payment processing
  • CRM software
  • Computer skills
  • Inbound and outbound calling
  • Problem-solving aptitude

Affiliations

  • Go to Church every Sunday
  • Camping, Fishing
  • Creative Crafts with Autistic Son for Social Connections

Accomplishments

  • 1985 American Achievement Academy Award in Journalism
  • Technical Writing Certification 2004
  • BSO Champion for American Airlines Baggage Service Spokane Airport

References

References available upon request.

Timeline

CSA

American Airlines - Unifi Services
02.2024 - Current

CSR

Umpqua Bank - Ashton Carter
09.2023 - 12.2023

CSR

Dial America
02.2021 - 05.2021

CSR - Med. D

HGS - Hinduja Global Solutions
11.2017 - 05.2018

CSR (AT&T, DirecTV)

Alorica
06.2014 - 04.2016

Operations Technical Manager (OTM)

American Directions Group
09.2009 - 05.2014

Personal Caregiver

Self Employed Services
04.2008 - Current

Associate of Science - Information Technology

Tacoma Community College

Associate of Applied Science - Information Technology

Spokane Community College

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