Stephen Lewis
Englewood,CO
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Member Service Advisor
Bellco Credit Union
08.2023 - 09.2024
- Developed comprehensive knowledge of various financial products, effectively advising members on suitable options.
- Collaborated with team members to achieve departmental targets and maintain high-quality service standards.
- Maintained strict adherence to regulatory compliance guidelines, ensuring all transactions were conducted ethically and within prescribed limits.
- Mentored new hires, providing extensive training on company policies and procedures to ensure seamless integration into the team.
- Delivered exceptional customer support, resolving complex issues while maintaining a professional demeanor.
Customer Relationship Manager
Mil-Spec Liner and Truck Accessories
07.2022 - 07.2023
- Managed customer relations on ongoing basis to maximize customer retention.
- Analyzed customer feedback to improve products and services, resulting in increased overall satisfaction levels.
- Delivered superior customer service to strengthen relationships and drive future business revenue.
- Enhanced customer satisfaction by addressing and resolving customer queries, concerns, and complaints in a timely manner.
- Marketed business through multiple social media channels.
Escalation Specialist
Fiserv
06.2020 - 08.2022
- Resolved customer complaints by effectively managing escalations and addressing concerns in a timely manner.
- Developed customized action plans for each escalated case, ensuring tailored solutions that addressed clients'' unique needs.
- Coordinated with other departments to gather necessary information and resources for the successful resolution of escalated cases.
- Fostered strong relationships with clients by consistently demonstrating empathy, understanding, and dedication to resolving their concerns satisfactorily.
Team Lead
AT&T - DirecTV
01.2019 - 01.2020
- Took 30-60 inbound customer retention calls daily, researched accounts, billing concerns, and found individualized solutions for customers
- Promoted to Team Lead within 6 months of employment, trained and coached agents to reach their full potential, and led a team of 18 agents focused on meeting specific goals.
- Trained new team members by relaying information on company procedures and safety requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
Sales
Amazon - Ring
01.2018 - 01.2019
- Took 40-80 inbound calls from new and existing customers, recommended products to meet the customers wants, interests, and needs, and worked with a team to meet sales goals.
- Participated in onsite and webinar-based sales trainings and attended sales meetings.
- Boosted sales performance by providing timely and efficient support to the sales team.
Volunteer Intern
Phoenix Rescue Mission
01.2017 - 01.2018
- Assisted with back-office support (data-entry, printing/copying, etc.), worked with staff to aid in the intake and care for hundreds of clients, and mentored men dealing with addiction recovery.
Account Specialist
Schulte and Schulte Construction Accounting Specialists
01.2016 - 01.2017
- Utilized QuickBooks Online software to aid customers with bookkeeping needs, reconciled credit card and bank accounts, entered receipts and invoices, and assisted with accounts receivable needs of construction businesses.
Concierge
Seattle Heights
01.2014 - 01.2016
- Provided world-class customer service to homeowners, maintained building security, and reported maintenance issues.
Education
Associate’s Degree -
Skagit Valley College
Mount Vernon, WASkills
- Complaint Handling
- Policy understanding
- Financial Transactions
- Product Sales
- Dispute Resolution
- Teamwork and Collaboration
- Time Management
- Attention to Detail
- Customer Service excellence
- Excellent Communication
Professional Highlights
- 10+ years customer service and management experience
- Terrific interpersonal and communication skills
- Excellent listening and motivational skills
- Experienced at keeping a calm, collected demeanor during high stress interactions
- Skilled at encouraging others to reach their full potential
- Goal-oriented while being organized and efficient
- Flexible and dependable employee, adaptable to new policies and procedures
- Able to work independently and demonstrate high levels of motivation
Certification
- Notary Public, Colorado Secretary of State
Timeline
Member Service Advisor
Bellco Credit Union
08.2023 - 09.2024
Customer Relationship Manager
Mil-Spec Liner and Truck Accessories
07.2022 - 07.2023
Escalation Specialist
Fiserv
06.2020 - 08.2022
Team Lead
AT&T - DirecTV
01.2019 - 01.2020
Sales
Amazon - Ring
01.2018 - 01.2019
Volunteer Intern
Phoenix Rescue Mission
01.2017 - 01.2018
Account Specialist
Schulte and Schulte Construction Accounting Specialists
01.2016 - 01.2017
Concierge
Seattle Heights
01.2014 - 01.2016
Associate’s Degree -
Skagit Valley College
Similar Profiles
Tyler BeesonTyler Beeson
Member Service Associate at Bellco Credit UnionMember Service Associate at Bellco Credit Union
Caleb JohnsonCaleb Johnson
Teller at Bellco Credit UnionTeller at Bellco Credit Union
Doug FrisbyDoug Frisby
Marketing Communications Strategist at Bellco Credit UnionMarketing Communications Strategist at Bellco Credit Union
Bentley BradshawBentley Bradshaw
Technical Services Representative - Site at Sherwin-WilliamsTechnical Services Representative - Site at Sherwin-Williams
Erin GreenErin Green
Special Education Paraprofessional at Littleton School DistrictSpecial Education Paraprofessional at Littleton School District