Stephanie Welch
Fergus Falls,MN
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
19
19
years of professional experience
Work History
Customer Care Representative III
Elevance Health
10.2021 - Current
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Developed effective time management strategies to efficiently handle multiple tasks simultaneously without compromising quality.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Navigated multiple computer systems and applications to find information.
- Utilized CRM systems to accurately track customer interactions
- Met customer call guidelines for service levels, handle time and productivity.
Support Specialist
Global Teen Challenge
10.2020 - 06.2021
- Point of contact for clients needing training or assistance on newly implemented software
- Audited and cross referenced auto populated fields within CRM system.
- Evaluated effectiveness of training programs through regular assessments and feedback, leading to continuous improvement.
- Facilitated virtual, in-person and blended learning sessions.
Commercial Contract Administrator
Knox Pest Control
02.2016 - 01.2020
- Answered high volume of incoming customer service calls and performed necessary steps to manage and correct the situation to enhance customer satisfaction
- Commercial account liaison responsible for problem resolution at over 250 locations
- Evaluated purchase orders and verified specifications with vendors and executed corresponding subcontracts
- Streamlined operations by developing and implementing improved contract management processes.
- Actively participated in continuous improvement initiatives aimed at enhancing effectiveness of contract administration processes.
- Streamlined contract processes by implementing efficient tracking and organization systems.
Administrative Assistant
Arctic Promotions, Inc.
03.2005 - 03.2016
- Monitored the progress of purchase orders by coordinating with various departments
- Order tracking, managed shipping schedules to ensure proper and timely receipt of product by company, as well as end consumer
- Developed and enacted new system for annual orders for customer with 150+ locations.
- Improved customer satisfaction ratings by promptly addressing inquiries via phone, email, or in-person visits.
- Expedited invoice processing, ensuring accurate recording of financial transactions in the accounting system.
- Updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
Education
Bachelor of Arts - History
University of North Dakota
Grand Forks, NDSkills
- Problem Resolution
- Call center experience
- Inbound Customer Service
- First Call resolution
- Custom order management
- Time Management
- Multitasking Abilities
- Self Motivation
- Calm and Professional Under Pressure
- Administrative and Office Support
- Effective Communication
- Customer Service
Timeline
Customer Care Representative III
Elevance Health
10.2021 - Current
Support Specialist
Global Teen Challenge
10.2020 - 06.2021
Commercial Contract Administrator
Knox Pest Control
02.2016 - 01.2020
Administrative Assistant
Arctic Promotions, Inc.
03.2005 - 03.2016
Bachelor of Arts - History
University of North Dakota