Steven Stanley
Crystal Beach,TX
Summary
Customer care professional prepared to drive positive outcomes in customer service environments. Known for enhancing customer experiences and optimizing service workflows. Reliable team player with focus on collaboration and adaptability. Skilled in conflict resolution and communication, valued for strong problem-solving abilities.
Overview
31
31
years of professional experience
1
1
Certification
Work History
Customer Care Manager
Southern Broadband, an RTA Company
12.2020 - Current
- Managing and training Customer Care staff for 3 operations centers.
- Troubleshooting, Tier-1 technical support, billing, scheduling.
- Maintaining 6700+ individual customer accounts across three markets, including a densely-populated vacation destination.
- Programming fixed-wireless radios for internet use
- Programming and maintaining fiber customer routers
- Created customer support strategies to increase customer retention.
- Organized daily workflow and assessed appropriate staffing to provide optimal service.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Developed new employees and on-going performance assessment of current employees.
- Implemented effective quality control measures to minimize errors and ensure high standards of service.
Licensed Mortgage Loan Officer
Supreme Lending
03.2022 - 07.2022
- Establish, develop and maintain client referral relationships with existing and potential customers, realtors, title officers, builders and developers.
- Worked with underwriters to fix application problems and resolve issues.
- Analyzed loan applications and credit reports to determine loan eligibility and risk level.
- Assisted clients in selecting correct loan product and terms to meet needs and financial goals.
- Followed up with clients on missing loan documents, providing guidance on best way to complete application process.
- Fielded customer complaints and provided solutions.
- Communicated with clients, processing teams and other third parties to achieve prompt loan closings.
Police Communications Officer / Supervisor
Rowlett Police Department
02.1995 - 11.2020
- Supervising, training and mentoring a 15 person communications team in a 24hr call center
- Answer emergency and non-emergency calls for police, fire and medical assistance, as well as afterhours animal services, public works and parks departments
- Operated telephone and radio equipment to receive requests and reports from police officers, medical dispatch and firefighting crews.
- Triaged incoming calls to coordinate effective responses.
- Calmed angry and distressed callers in difficult or emergency situations.
- Directed and monitored team members for compliance with communication, quality and performance standards.
- Prepared teams to manage communications during disasters.
- Communicated pre-arrival instructions to emergency medical personnel, helping first responders deliver appropriate care and support to individuals.
Education
Texas Mortgage Loan Officer License -
Champions School of Real Estate
12-2021
School of Police Supervision -
Institute for Law Enforcement Education
06-2002
Skills
- Excellent Communication (Verbal, Written) & Listening
- Multitasking
- Prioritizing Calls Based on Urgency and Importance
- Calm Under Stressful Situations
- Patience, Dependability & Adaptability
- Time Management & Scheduling
- Positive, Friendly & Motivational Attitude
- Training and mentoring
- Customer relations
- Team management
- Delegation and supervision
Certification
Texas Licensed Mortgage Loan Officer February 2022
TCOLE Master Telecommunicator April 2014
TCLEOSE Background Investigator October 2004
TCLEOSE Basic Instructor September 2003
NAEMD Emergency Medical Dispatcher (Last Updated 9/20) March 1999
A.H.A. Basic First Aid & CPR (Last Updated 9/20) December 1996
Timeline
Licensed Mortgage Loan Officer
Supreme Lending
03.2022 - 07.2022
Customer Care Manager
Southern Broadband, an RTA Company
12.2020 - Current
Police Communications Officer / Supervisor
Rowlett Police Department
02.1995 - 11.2020
School of Police Supervision -
Institute for Law Enforcement Education
Texas Mortgage Loan Officer License -
Champions School of Real Estate
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