Stormy Gunter
Erlanger,KY
Summary
Committed to delivering outstanding service and unparalleled support and dedicated to ensuring customer satisfaction. With a deep understanding of customer service best practices, an incredible ability to find innovative solutions to address customer needs effectively. Proficient in utilizing a range of strategies, and a consistent strive to provide exceptional service and exceed expectations.
Overview
10
10
years of professional experience
Work History
Customer Experience Specialist
US Bank Service Center
09.2023 - Current
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Consistently achieves metrics higher than company's set standards.
- Consistently achieves 95% Ready to Serve monthly since October 2023.
- Achieves 9 or 10 customer surveys consistently since October 2023.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Identified and resolved discrepancies and errors in customer accounts.
- Meets customer call guidelines for service levels, handle time and productivity.
- Promote superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Responded proactively and positively to rapid change.
- Educated customers about billing, payment processing and support policies and procedures.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Data Entry Clerk
Verst Group Logistics
04.2020 - 12.2021
- Organized, sorted, and checked input data against original documents.
- Scanned documents and saved in database to keep records of essential organizational information.
- Entered data into various computer systems accurately using Microsoft Office Suite.
- Completed data entry tasks with accuracy and efficiency.
- Sorted documents and maintained organized filing process.
- Verified accuracy of data entered into system to produce error-free reports.
- Followed established procedures to enter and process data correctly.
- Communicated with supervisors and colleagues to process data quickly and resolve discrepancies.
- Verified data files prior to entry to maintain high data accuracy.
- Corrected data entry errors to prevent duplication or data degradation.
- Followed data entry protocols, rules and regulations.
- Checked for accuracy by verifying data and records.
- Compared transcribed data with source document to detect and correct errors.
Lead Front Desk Receptionist
Quality Inn and Suites CVG
06.2017 - 03.2020
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Collected room deposits, fees, and payments.
- Maintained confidentiality of sensitive data to protect customer and business information.
- Completed data entry and filing to keep records updated for easy retrieval.
- Completed all tasks in compliance with company policies and procedures.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Tracked important information in Excel spreadsheets and ran reports or generated graphs using data.
- Collected cash, credit/debit payments, processed transactions and updated relevant records.
Certified Nursing Assistant
Baptist Village
04.2014 - 01.2016
- Fostered relationships with patients, their family members, caregivers and healthcare teams to achieve individual care plan targets
- Exhibited compassionate care and communication regarding issues surrounding death and dying
- Documented detailed information in patient charts and communicated status updates to care team
- Maintained accurate, timely flow of information by completing thorough patient records and updating healthcare team on patient status
- Documented patient intake and dietary requirements and assisted with feeding
- Documented activities and recorded information in the EMR system
- Responded to patient alarms and needs-assessments requests to identify course of treatment
- Conducted routine checks on standard patient vitals, including blood pressure, temperature and hear rate
- Assisted patients with shaving, bathing and oral hygiene to promote healthy habits and overall wellness
- Collected specimens, monitored vitals and maximized patient comfort
- Provided hands-on nursing care under the direct RN supervision, adhering to medical center policies and procedures
Education
Bachelor of Science - Human Resources Management
DeVry University
Villa Park, IL05.2027
High School Diploma -
Northeast High School
Oakland Park Fl06.2004
Skills
- De-Escalation Techniques
- CRM Software
- Client Advocacy
- Customer Service
- Quality Control
- Needs Assessment
- Regulatory Compliance
- Professional telephone demeanor
- Account updating
- Multitasking
- Computer Skills
- Interpersonal Skills
Timeline
Customer Experience Specialist
US Bank Service Center
09.2023 - Current
Data Entry Clerk
Verst Group Logistics
04.2020 - 12.2021
Lead Front Desk Receptionist
Quality Inn and Suites CVG
06.2017 - 03.2020
Certified Nursing Assistant
Baptist Village
04.2014 - 01.2016
Bachelor of Science - Human Resources Management
DeVry University
High School Diploma -
Northeast High School
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