Stephanie Warfle
Summary
Enthusiastic Customer Contact people leader with expertise in communication and problem solving in order to effectively implement programs and procedures that reduce errors and improve the customer experience. Currently seeking an opportunity to leverage my skills to maximize customer satisfaction and retention. Proficient in active listening, effective communication, and utilizing company resources to manage a driven and effective team.
Overview
15
15
years of professional experience
Work History
Customer Contact Manager, Service Queue (Remote)
US Foods
02.2023 - Current
- Recruit and develop new Customer Contact Representative 1's (CCR1's) for two Super Areas (10 warehouse locations) - My current headcount is 15 CCR1's and 1 Lead.
- Manage two Service Request Queues and two Shared Email Queues with an approximate volume of 2500 Service Requests per week per Super Area.
- Provide regular feedback and coaching to associates in scheduled bi-weekly 1:1's.
- Plan, prioritize, and delegate work tasks to ensure proper functioning of the team.
- Demonstrate leadership by continually monitoring and analyzing data to draw conclusions, identify trends, and uncover potential issues in order to develop the team and enhance the customer experience.
- Assist the CCR1's in escalating customer inquiries to specific functions, including: Operations, Replenishment, Pricing, Category Management, etc.
- Develop and implement customer service strategies with a strong focus delivering excellence to our customers and sellers.
- Work with Lead in order to provide each team additional training as work performance gaps are identified.
- Motivate and drive the teams to meet company expectations and goals.
Customer Contact Representative Lead (Remote)
US Foods
02.2022 - 02.2023
- Mentored, advised, and led team members on both the local and national side to best support the team's activities and deliver excellence to our customers.
- Provided real-time feedback and coaching to peers in order to assist them in all aspects of customer service.
- Assisted in weekly huddles with manager, scheduled one-on-ones with each team member to review their metrics, and coached on continuous improvement techniques to meet their expected goals.
- Became the SME on Email to Case and assisted all members of the team working in the triage Service Request queue.
Interim Sales Coordination Manager (Remote)
US Foods
08.2022 - 11.2022
- Selected to team up with SC Manager, Amanda DiPascale, to be the Interim SC Manager for a team of ten SC's.
- Built positive and productive relationships with each member of the team. Coached each SC on performance improvement strategies and plans to promote continuous improvement during regular 1:1's.
- Provided support and real-time feedback in order for them to provide the best possible customer service experience.
- Assisted in the hiring and training process in order to bring on the new CCR1 position to prepare for the upcoming C2R deployment.
Sales Coordinator
US Foods
09.2017 - 02.2022
- First point of contact between Customers, Territory Managers, District Sales Managers, Product Sales Support Administrators, Operations, Credit, and Transportation.
- Team up selling approach with each Territory Manager to actively support their customers through regular scheduled contact, Order Guide maintenance, and suggestive, persuasive selling.
- Responded to Territory Manger questions and requests in a timely manner, either by determining the answer on my own or escalating to the appropriate party (Operations, Category Management, Finance, Replenishment, etc.) and maintain ownership of follow-up communication.
- Leveraged proprietary US Foods systems and tools to quickly and accurately answer inquiries.
- Attended virtual and in person department sales meetings and product trainings to develop product and vendor knowledge.
- Handled Hot Shot requests daily or weekly, as needed, by partnering with another SC.
- Served as an SME for the Dial My Call rollout, beginning in August 2021, and trained other associates on the Dial My Call process.
Assistant Retail Manager
Morton & Rudolph Jewelers
09.2009 - 09.2017
- Boosted customer satisfaction by implementing new sales strategies and optimizing the retail environment.
- Streamlined inventory management for increased efficiency and improved product availability.
- Developed strong relationships with vendors, resulting in better pricing and exclusive product offerings.
- Led a team of sales associates, providing ongoing training and performance feedback to ensure top-notch customer service.
Education
Gateway To Leadership, Phase 1
Rosemont, ILMaster of Fine Arts -
Temple University, Tyler School of Art
Philadelphia, PA2005
Bachelor of Fine Arts - Studio Art
Rowan University
Glassboro, NJ2003
Skills
- Microsoft Office Suite - including Word, Excel, Power Point, Outlook, and Teams
- Excellent written, oral, and interpersonal communication skills
- Ability to be the primary liaison between several departments
- Strong data entry, prioritization, and organizational skills
- Detail-oriented
- Quick learner and problem solver
- Team player with strong people skills
- Excellent customer service skills
- Ability to work independently or in a group
- Comfortable taking the lead in a group project or among peers
References
Amanda DiPascale, 267-237-3151
Sales Coordination Manager – US Foods
Kimberly Brennan, 302-563-2976
Customer Service Manager – US Foods
Timeline
Customer Contact Manager, Service Queue (Remote)
US Foods
02.2023 - Current
Interim Sales Coordination Manager (Remote)
US Foods
08.2022 - 11.2022
Customer Contact Representative Lead (Remote)
US Foods
02.2022 - 02.2023
Sales Coordinator
US Foods
09.2017 - 02.2022
Assistant Retail Manager
Morton & Rudolph Jewelers
09.2009 - 09.2017
Gateway To Leadership, Phase 1
Master of Fine Arts -
Temple University, Tyler School of Art
Bachelor of Fine Arts - Studio Art
Rowan University
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