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
Midland, GA (Remote)
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
Columbus, GA
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
Columbus, GA
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.
Anchorage, AK (Remote)
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