Learyetta Stephens
Stone Mountain,Georgia
Summary
Experienced Customer Service Representative/Trainer knowledgeable of programs such as Excel, Microsoft Word/Office, Citrix, Salesforce, Slack, Five9 and Avaya. Values customer experience by showing empathy while providing pleasant support, actively listens to the need of the customer, resourceful with innovative approaches in facilitating the swift resolution of any customer situation.
Overview
11
11
years of professional experience
Work History
Trainer Coordinator
Mainline Aviation Security
03.2021 - 02.2024
- Developed improved training methods with focus on public safety and officer awareness.
- Tested and evaluated students on materials presented in workshops and classes.
- Streamlined onboarding processes for new hires, saving company time and resources.
- Ensured compliance with all relevant regulations and industry best practices through continuous research and professional development opportunities.
- Coordinated schedules for trainers, ensuring adequate coverage for all required courses.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Trainer
Target
Lawrenceville, GA
10.2021 - 08.2023
- Trained employees in identification and interpretation of operating calculations, item quantities, and PPE.
- Interpreted and taught new hires to understand work orders and production figures to inform adjustments for increased productivity.
- Kept detailed log of employee training progress and evaluated where necessary weekly.
- Assessed participant engagement and adapted training modules to support group morale.
- Processed product volume of 2,000 up to 14,000 per shift
- Collaborated with management to identify key performance indicators for evaluating employee progress and adjusting training programs accordingly.
Customer Service Representative
Live Ops/Small Business Adminstration
02.2020 - 10.2021
- Assisting Small Business Owners, Independent Contractors, and Non-Profit Organizations receive PPP/EIDL loans
- Provided general loan requirements, application details etc.
- Certified to assist with Tier 2 level calls
- Informing applicants of loan status details
- Answered high volume inbound calls per shift
- Utilized CRM, Salesforce etc.
Medical Field Agent
Meditech LLC
04.2017 - 02.2020
- Servicing Medicaid/Medicare population by qualifying/verifying for genetic health screenings through government sites
- Performed 5- 10 clinical preventive genetic swabs daily on qualified individuals
- Utilized medical terminology per cases
- Processed insurance information for each patient
- Received HIPAA Certification
- Collected P.H.I from individuals/Medica
Customer Service Rep./ Turbo Tax
Arise Virtual Solutions
02.2017 - 04.2019
- Reviewed customer accounts to assess issues and determine eligibility for potential solutions.
Processed refunds to satisfy customers when other avenues were exhausted - Assisted with profile resets, locating tax forms and verifying product
- Documented conversations with customers in Salesforce to track requests, problems and solutions offered.
- Increased up sales 10% per call
Customer Service Rep./ Dekalb County Utility Customer Operations
Corporate Temp Staffing
07.2017 - 02.2018
- Created new client account invoices, completed account calculations
- Communicated with customers via telephone, mail, email
- Processed billing payments for residential/commercial accounts
- Managed average of 50-100 calls
- Established payment arrangements for clients
Customer Service/ Chick-fil-a Support Center
Norred & Associates Inc.
02.2013 - 12.2016
- Exceptional customer service with staff, operators, guests
- Accessed I-Visitor system to verify visitors and printed property badge
- Completing written reports, emails and logs of shift activity
- Completed 2 tours daily, assisted individuals with locating campus buildings
- Participated in training workshops to continuously develop professional skills and enhance service offerings.
- Partnered with team members to achieve common goals and maintain high level of customer care.
Education
Bachelor of Science - Psychology
Ashford University
Online2023
Associate of Arts - Marketing
Georgia Piedmont Technical College
Clarkston Ga.2018
GED - General Education Diploma
Georgia Perimeter College - Clarkston Campus
Clarkston, GA2005
Skills
- Complaint resolution
- Administrative support
- Staff education and training
- Personnel training and development
- Effective problem solver
Timeline
Trainer
Target
10.2021 - 08.2023
Trainer Coordinator
Mainline Aviation Security
03.2021 - 02.2024
Customer Service Representative
Live Ops/Small Business Adminstration
02.2020 - 10.2021
Customer Service Rep./ Dekalb County Utility Customer Operations
Corporate Temp Staffing
07.2017 - 02.2018
Medical Field Agent
Meditech LLC
04.2017 - 02.2020
Customer Service Rep./ Turbo Tax
Arise Virtual Solutions
02.2017 - 04.2019
Customer Service/ Chick-fil-a Support Center
Norred & Associates Inc.
02.2013 - 12.2016
Bachelor of Science - Psychology
Ashford University
Associate of Arts - Marketing
Georgia Piedmont Technical College
GED - General Education Diploma
Georgia Perimeter College - Clarkston Campus
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