Stephanie White
Bellingham,WA
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Motivated professional focused on streamlining service procedures and maximizing team productivity. Consistent in satisfying customers, building loyalty and driving retention processes. Demonstrates superb judgment in balancing customer, employee, and company objectives.
Overview
15
15
years of professional experience
Work History
Customer Service Manager
Minnesota Rusco
New Hope, MN
06.2024 - 10.2025
- Led end-to-end customer experience, managing 50+ client inquiries and escalations weekly, achieving a 95% satisfaction rating.
- Streamlined customer support processes to reduce response time by 20%, enhancing client satisfaction.
- Collaborated cross-functionally to implement retention strategies, resulting in increased repeat business.
- Mentored team members on client engagement and problem-solving, resulting in a unified approach to customer interactions.
- Monitored and analyzed client feedback and performance metrics to identify operational improvements that met customer needs.
- Maintained accurate reporting and documentation, supporting data-driven decisions that improved customer outcomes.
Career Services & Marketing Coordinator
Avalon Institute
Aurora, CO
10.2023 - 06.2024
- Delivered individualized career coaching, driving an 85% licensure rate and a 90% hire rate for licensed graduates.
- Developed and implemented targeted career programs that connected students to education and employment opportunities, increasing placement success.
- Launched school's Instagram page, developed branding and posted daily to boost student engagement and event participation.
- Founded and led student leadership program, empowering students to organize community initiatives such as school food pantry and motivational activities.
- Designed and distributed promotional materials for school events, increasing visibility and attendance and enhancing student involvement.
- Founded and led student leadership program, empowering students to initiate community initiatives like school food pantry and motivational activities.
Call Center Supervisor
Old Republic Home Protection
Charlotte, NC
04.2021 - 09.2023
- Resolved escalated customer inquiries and complaints, ensuring prompt and effective resolutions.
- Resolved escalated customer inquiries and complaints to enhance customer satisfaction and loyalty.
- Created and implemented SOPs that streamlined call center operations and improved service quality.
- Developed and implemented SOPs to streamline call center operations and improve service quality.
- Managed shift scheduling for call center staff to ensure adequate coverage. and allocated resources to effectively manage call volume demands.
- Coordinated shift schedules and resource allocation to optimize call handling during peak times.
- Maintained and updated call center technology, including CRM systems, to support accurate data tracking and reporting.
Account Manager / Recruiter
The Brand Pillars LLC
Charlotte, NC
03.2019 - 02.2021
- Conducted targeted recruitment through multiple online platforms, sourcing top candidates to meet client staffing needs.
- Managed staffing for large-scale retail resets at national chains, including Walmart, achieving timely fulfillment of all positions.
- Acted as primary liaison between merchant client and field team, providing updates and resolving issues to enhance client satisfaction.
- Acted as the primary liaison between the merchant client and field team, facilitating updates and resolving issues to improve client satisfaction.
- Streamlined communication and documentation processes to reduce errors and enhance team efficiency during high-volume events.
- Analyzed staffing metrics and delivered detailed post-event reports to clients, facilitating data-driven decisions for future projects.
- Collaborated with teams on various projects while working remotely.
Senior Call Center Manager / Recruiter
365 Solar Energy
Charlotte, NC
01.2017 - 01.2019
- Directed solar panel call center operations, leading agents to exceed performance and conversion goals.
- Optimized lead generation, ensuring consistent high-quality pipeline flow for solar panel sales.
- Optimized lead generation to maintain consistent high-quality pipeline flow for solar panel sales.
- Monitored sales dispositions, upholding CRM accuracy and ensuring data integrity.
- Monitored sales dispositions to uphold CRM accuracy and ensure data integrity.
- Ensured CRM accuracy through diligent monitoring of sales dispositions.
Call Center Manager
ContactUS, LLC
Jacksonville, NC
11.2012 - 12.2016
- Directed a 50+ member team to exceed performance goals and deliver exceptional customer experiences.
- Executed strategic initiatives to enhance customer satisfaction and drive revenue growth.
- Monitored call-center performance and utilized data analysis to implement process improvements.
- Maintained SLA compliance and upheld service standards to support operational excellence.
- Developed and led training programs to improve agent performance and boost retention.
Call Center Supervisor
NexxLinx
Jacksonville, NC
10.2010 - 09.2012
- Supervised a team of 20 customer service agents, ensuring daily operational efficiency and maintaining high standards of service quality.
- Coached and mentored agents, enhancing engagement and facilitating professional growth.
- Implemented performance improvement plans, increasing customer satisfaction and reducing errors.
- Developed and delivered training sessions on customer service best practices, equipping agents with essential skills.
- Developed and delivered training sessions on customer service best practices, empowering agents with necessary skills.
- Received recognition for effectively leading initiatives that improved CSA scores.
Education
Associate of Applied Science - Business Management
Northeast Texas Community College
Mount Pleasant , TXSkills
- Customer Experience Management
- Customer Service Leadership
- Team Leadership & Coaching
- Performance Management
- Customer Retention
- Conflict Resolution & De-escalation
- Salesforce CRM
- Microsoft 365 (Word, Excel, Outlook, PowerPoint, Teams)
- KPI & Performance Metrics
- Process Improvement
- Training & Onboarding
- Quality Assurance
- Cross-Functional Collaboration
- Strategic Problem Solving
- Communication & Relationship Building
- Project Coordination
Timeline
Customer Service Manager
Minnesota Rusco
06.2024 - 10.2025
Career Services & Marketing Coordinator
Avalon Institute
10.2023 - 06.2024
Call Center Supervisor
Old Republic Home Protection
04.2021 - 09.2023
Account Manager / Recruiter
The Brand Pillars LLC
03.2019 - 02.2021
Senior Call Center Manager / Recruiter
365 Solar Energy
01.2017 - 01.2019
Call Center Manager
ContactUS, LLC
11.2012 - 12.2016
Call Center Supervisor
NexxLinx
10.2010 - 09.2012
Associate of Applied Science - Business Management
Northeast Texas Community College