Summary
Overview
Work History
Education
Skills
Timeline
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Stotney Patterson

Murrieta,CA

Summary

Professional in customer service with strong focus on team collaboration and achieving results. Skilled in conflict resolution, communication, and managing team performance. Reliable and adaptable, ensuring seamless operations and customer satisfaction in dynamic environments. Prepared to lead and support team to meet and exceed goals.

Overview

29
29
years of professional experience

Work History

Claims Team Leader

GEICO
01.2022 - 04.2025
  • Managed high volume of claims while maintaining strict adherence to company policies and industry regulations.
  • Handled escalated customer complaints, resolving issues promptly and professionally to maintain client satisfaction levels.
  • Enhanced claims processing efficiency by streamlining workflows and implementing best practices.
  • Fostered a culture of continuous learning by actively encouraging professional development opportunities for team members, resulting in a more knowledgeable and skilled workforce.
  • Presented monthly reports on team performance metrics, highlighting achievements as well as areas requiring continued focus or improvement.

Account Executive

Steico Industries
03.2014 - 12.2021
  • Provided exceptional customer service, addressing client concerns promptly and effectively to ensure long-term loyalty.
  • Managed multiple accounts simultaneously while maintaining organization and prioritizing tasks efficiently.
  • Exceeded sales targets consistently by identifying new business opportunities and creating customized solutions for clients.
  • Boosted client satisfaction by developing and maintaining strong relationships through effective communication.
  • Negotiated contracts successfully, securing favorable terms for both the company and clients.

Customer Service Supervisor

GreatCall
04.2010 - 02.2014
  • Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
  • Collaborated with other departments to address recurring customer concerns, improving overall service quality.
  • Coached employees through day-to-day work and complex problems.
  • Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
  • Enhanced team productivity through regular coaching, feedback, and performance evaluations.
  • Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
  • Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
  • Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.

Front Desk Supervisor

Four Seasons Hotels and Resorts
06.2002 - 03.2010
  • Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
  • Trained new staff on correct procedures, compliance requirements, and performance strategies.
  • Provided exceptional customer service, leading to positive online reviews and repeat business from satisfied guests.
  • Scheduled and assigned daily work and activities for team members.
  • Resolved guest complaints with tact and diplomacy, maintaining a positive image for the hotel brand.
  • Communicated regularly with management on front desk performance, identifying areas for improvement or growth opportunities.
  • Enhanced guest satisfaction by efficiently managing front desk operations and addressing customer inquiries promptly.
  • Coordinated with room service, housekeeping, maintenance, and security to meet all guest needs.
  • Contributed to the development of new front desk procedures for increased efficiency and better guest service.

Front Desk Night Supervisor

Holiday Inn Express Hotel Suites
02.1996 - 06.2000
  • Provided exceptional customer service through prompt communication via phone calls, emails, or face-to-face interactions.
  • Organized scheduling for staff members while adhering to labor cost guidelines set forth by management.
  • Assisted in maintaining accurate occupancy data through diligent updates of room status information in hotel software systems.
  • Contributed to an increase in positive online reviews by consistently delivering friendly service and attending to special requests from guests.
  • Assisted in training new staff members on front desk procedures, improving overall team efficiency.
  • Handled cash transactions, reconciling daily reports to ensure accurate financial records for management review.
  • Managed reservation system, ensuring accuracy in booking information and room assignments.
  • Maintained hotel security by conducting routine checks and monitoring surveillance systems throughout the night.

Education

Bachelor of Arts - Business Administration And Management

Ball State University
Muncie, IN

Skills

  • Strategic Decision-making
  • Policy interpretation
  • Insurance industry acumen
  • Team leadership
  • Goal setting and achievement
  • Quality assurance
  • Data analysis
  • Project management experience
  • Time management proficiency
  • Customer service
  • Problem-solving
  • Attention to detail

Timeline

Claims Team Leader

GEICO
01.2022 - 04.2025

Account Executive

Steico Industries
03.2014 - 12.2021

Customer Service Supervisor

GreatCall
04.2010 - 02.2014

Front Desk Supervisor

Four Seasons Hotels and Resorts
06.2002 - 03.2010

Front Desk Night Supervisor

Holiday Inn Express Hotel Suites
02.1996 - 06.2000

Bachelor of Arts - Business Administration And Management

Ball State University

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