Stephanie White
Clearwater,FL
Summary
Multifaceted Client Support Specialist with proven customer service expertise, strong attention to detail and superior work ethic. Proficient in supporting customer service teams by addressing escalated issues and assisting with troubleshooting. Talented trainer and mentor with performance-oriented mindset.
Overview
11
11
years of professional experience
Work History
Call Center Team Lead
Rotech Healthcare Inc.
03.2022 - Current
- Resolved customer service issues using company processes and policies and provided updates to customers
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Responded to customer requests for products, services, and company information.
- Responded to team support questions quickly to maintain call center efficiency.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Generated reports detailing metrics such as call times and satisfaction ratings.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
Lead Dispatcher/Customer Service Representative
Rooterman Plumbing
06.2020 - 04.2021
- Facilitated communications between customers and field personnel to answer questions or resolve concerns.
- Received new orders, prepared documentation, and assigned personnel.
- Tracked and monitored vehicle performance and maintenance.
- Monitored vehicle locations to coordinate timely arrivals.
- Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.
- Utilized dispatch software to enter customer orders, deliveries and receipts.
- Managed customer accounts and invoicing.
Lead 911 Dispatcher
Georgia Southern University PD
03.2017 - 05.2020
- Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire, and EMS while tracking data in real-time environments
- Relayed latest information to first responders via electronic means, telephone calls, and radio responses
- I located camera footage and time stamp evidence.
- Completed appropriate forms and radio announcements for police department needs such as BOLO requests.
- Relayed latest information to first responders via electronic means, telephone calls, and radio responses.
- Assisted callers in emergency situations with appropriate information and support.
Dispatcher/Customer Service Representative
Majestic Plumbing & Electric
01.2013 - 01.2016
- Received new orders, prepared documentation, and assigned personnel.
- Facilitated communications between customers and field personnel to answer questions or resolve concerns.
- Monitored vehicle locations to coordinate timely arrivals.
- Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.
- Assisted in resolving customer complaints and grievances.
- Utilized dispatch software to enter customer orders, deliveries and receipts.
- Managed customer accounts and invoicing.
Education
Bachelors of Science Degree: Media Communications -
Georgia Southern University
Statesboro, GA05.2020
Skills
- Team Management
- CRM Software
- Knowledge database understanding
- Call Monitoring
- Technical Support
- Document Management
- Reporting skills
- Strong Work Ethic
- Client Relationship Building
- Interpersonal and written communication
- Support inquiry assistance
Timeline
Call Center Team Lead
Rotech Healthcare Inc.
03.2022 - Current
Lead Dispatcher/Customer Service Representative
Rooterman Plumbing
06.2020 - 04.2021
Lead 911 Dispatcher
Georgia Southern University PD
03.2017 - 05.2020
Dispatcher/Customer Service Representative
Majestic Plumbing & Electric
01.2013 - 01.2016
Bachelors of Science Degree: Media Communications -
Georgia Southern University
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