Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Stephanie Thomas

Conway,MA

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Retail Store Manager

MetroByTmobile
Conway, AR
10.2015 - Current
  • Managed store organization, maintenance and purchasing functions.
  • Trained team members in successful strategies to meet operational and sales targets.
  • Resolved customer service issues promptly.
  • Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
  • Coached employees and trained on methods for handling various aspects of sales, complicated issues and difficult customers.
  • Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
  • Completed routine store inventories.
  • Managed inventory control processes to restore back stock, control costs and maintain sales floor levels to meet customer needs.
  • Optimized store displays and appearance via strategic merchandising.
  • Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
  • Established and optimized schedules to keep coverage and service in line with forecasted demands.
  • Answered questions about store policies and addressed customer concerns.
  • Maintained customer satisfaction with quick and professional handling of product returns.
  • Submitted orders for new inventory.
  • Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
  • Addressed and resolved strategy issues to support sales management and guide business direction.

  • Grew company sales 90% by devising strategic promotional plans capitalizing on changing market conditions.

Gas Station Manager

Valero Gas Station
Conway, AR
03.2018 - 05.2020
  • Trained new employees on proper protocols and customer service standards.
  • Assisted in recruiting, hiring and training of team members.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Managed purchasing, sales, marketing and customer account operations efficiently.
  • Recruited, hired and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
  • Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
  • Maintained cleanliness and organization of workspace, working closely with employees to systemize tasks.
  • Monitored daily cash discrepancies, inventory shrinkage and drive-off.
  • Promoted positive customer experience through day-to-day supervision and management of store facility.
  • Delegated daily tasks to employees, streamlining daily progress and efficiency.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Interviewed and hired strong candidates for team openings, using newspapers, job boards and social media to find applicants.
  • Provided exceptional customer service to customers, increasing customer 100 ]%.
  • Supervised employees on my shift, overseeing efficiency of daily task.
  • Developed and optimized organizational systems to boost efficiency and keep operations scalable and agile for changing demands.

Call Center Representative

FIS
Little Rock, AR
03.2014 - 10.2016
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
  • Educated customers on company systems, form completion and access to services.
  • Engaged in learning and development opportunities to promote continued performance improvement.
  • Used consultative sales approach to understand customer needs and recommend relevant offerings.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.
  • Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
  • Leveraged sales expertise to promote products and capitalized on upsell opportunities.
  • Reduced downtime to support quality control, boost revenue and complete projects on time and under budget.
  • Delivered prompt service to prioritize customer needs.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Maintained up-to-date knowledge of product and service changes.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Promptly responded to inquiries and requests from prospective customers.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Managed timely and effective replacement of damaged or missing products.
  • Sought ways to improve processes and services provided.

Call Center Representative

Vacation Tour And Travel
Little Rock, AR
03.2013 - 02.2015
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
  • Educated customers on company systems, form completion and access to services.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Engaged in learning and development opportunities to promote continued performance improvement.
  • Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.
  • Used consultative sales approach to understand customer needs and recommend relevant offerings.
  • Leveraged sales expertise to promote products and capitalized on upsell opportunities.
  • Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
  • Reduced downtime to support quality control, boost revenue and complete projects on time and under budget.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Delivered prompt service to prioritize customer needs.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Educated customers about billing, payment processing and support policies and procedures.

Account Representative

Carmart Auto Sales
Conway, AR
03.2009 - 07.2013
  • Processed client payments and updated accounts.
  • Increased customer satisfaction ratings through proactive and actionable resolutions to questions, concerns or challenges.
  • Analyzed accounts for delinquencies and other ongoing issues.
  • Contacted customers to assess satisfaction and current needs.
  • Expanded territory by executing effective warm calls and negotiating contracts.
  • Entered client details and notes into system for interdepartmental access and review.
  • Processed debtor payments and updated accounts to reflect new balance.
  • Worked with customer to create debt repayment plan based on current financial condition.
  • Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
  • Initiated repossession process or service disconnection upon failure of other collection methods.
  • Deployed automated system tracking and skip tracing to locate hard-to-find, re-located customers.
  • Listened to customers and negotiated solutions that met creditor and debtor needs.
  • Advised customers of alternative actions and strategies for debt repayment and attempted to avoid adversarial communications.

Education

GED -

Adult Education
Conway, AR
05.1998

Skills

  • Records Organization and Management
  • Sales Leadership
  • Corrective Actions
  • Sales Promotion
  • Performance Monitoring and Evaluation
  • Merchandise Strategizing

  • Coaching and Mentoring

  • Performance Monitoring
  • Effective Working Relationships
  • ID Verification
  • Store Opening and Closing
  • Originality and Creativity
  • Retail Employee Training
  • Focus and Follow-Through
  • Hiring and Training
  • Constructive Feedback
  • Shift Scheduling
  • Payment Processing
  • Desktops, Laptops and Mobile Devices
  • Operational Systems
  • Credit Terms Determination
  • Team Meetings
  • Word Processing
  • Retail Effectiveness
  • Reading Comprehension
  • Money Handling
  • Layout Planning
  • Cash Counting
  • Needs Assessment
  • Customer Relations
  • Documentation
  • Safety Awareness
  • Team-Building Exercises
  • Incident Reporting
  • Complaint Resolution

Accomplishments

*Texas Adjuster; All Lines (Property/Casualty) September 2021-March2032

*Arkansas Liscence Adjuster (Property/Casualty) September 2021-March 2023

*ECS-Auto Catastrophe; September 2021- Present

*ECS- Fire Catastrophe; October 2021- Present


State Farm Ceterfications; September 2021 - Present

*State Farm Auto Certification - Auto

*Exam Property Certification - Policy Exam

*Property Certification - Estimatics Exam

Certification

State Farm Ceterfications; September 2021 - Present

*State Farm Auto Certification - Auto

*Exam Property Certification - Policy Exam

*Property Certification - Estimatics Exam

Timeline

Gas Station Manager

Valero Gas Station
03.2018 - 05.2020

Retail Store Manager

MetroByTmobile
10.2015 - Current

Call Center Representative

FIS
03.2014 - 10.2016

Call Center Representative

Vacation Tour And Travel
03.2013 - 02.2015

Account Representative

Carmart Auto Sales
03.2009 - 07.2013

GED -

Adult Education

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Stephanie Thomas