Summary
Overview
Work History
Education
Skills
Timeline

Stuart Wolson

Project and Team Manager
Clearwater,FL

Summary

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

11
11
years of professional experience
1
1
year of post-secondary education

Work History

Customer Care Representative

Secure Administrative Solutions
Remote, TX
2022.09 - Current
  • Developed and maintained courteous and effective working relationships.
  • Learned and adapted quickly to new technology and software applications.
  • Excellent communication skills, both verbal and written.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Gained extensive knowledge in data entry, analysis and reporting.

Customer Service Representative

Hiregy
Clearwater, FL
05.2022 - Current
  • Provided primary customer support to internal and external customers.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Responded to customer requests for products, services and company information.
  • Updated account information to maintain customer records.
  • Offered advice and assistance to customers, paying attention to special needs or wants.

Customer Service Representative

Charter Communications
Saint Petersburg, FL
05.2019 - 05.2022
  • Maintained consistent 90-95% customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Consulted with outside parties to resolve discrepancies and create effective solutions resulting in overall increase of 15% in customer satisfaction.
  • Trained 200+ new hires and guided transitions into new contact center roles. Increasing 15% new hire retention within annually.
  • Established priorities on service desk tickets based on established contact center and departmental guidelines and procedures which improved overall resolution time by 20%.
  • Communicated company strategies, initiatives and system enhancements to contact center agents.

Administrative Assistant

Belle Oak Bracing
Clearwater, FL
09.2018 - 04.2019
  • Processing audits from multiple insurance companies to ensure correct billing and coding procedures thus improving overall processing times by 20% annually.
  • Performed day to day programs and procedures.
  • Maintained staff directory and company policy handbook for human resources department.
  • Coached new employees on administrative procedures, company policies and performance standards.
    Scheduled office meetings and client appointments for staff teams.

CSR/Team Coordinator/Team Leader

24-7 Intouch
Clearwater, FL
09.2014 - 08.2018
  • Mentored and guided employees to foster proper completion of assigned duties.
  • Built strong relationships with customers through positive attitude and attentive response.
  • Monitored and directed phone and email activity using various contact center applications and tools.
  • Communicated company strategies, initiatives and system enhancements to contact center agents.
  • Collaborated with inbound and outbound contact center leaders and facilitated multi-touch online and offline interactions that maximized lifetime value while minimizing costs.
  • Analyzed call center data and prepared reports for upper management.
  • Established communication strategies focused on helping further center goals.
  • Managed customer contact center with 300+ support representatives.

Customer Service Representative

Professional Surveys Inc.
Clearwater, FL
01.2013 - 07.2014
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Managed over 50 customer calls per day through meaningful interactions.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.

Education

GED -

Broward County Public Schools
01.2004 - 02.2004

No Degree - Project Management

Google, 1600 Amphitheatre Pkwy, Mountainview, Ca 94043
07.2021 - Current
  • Continuing education in Project Management
  • Relevant Coursework Completed: Foundations of Project Management, Project Initiation, & Project Planning

Skills

Report preparation

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Timeline

Customer Care Representative - Secure Administrative Solutions
2022.09 - Current
Customer Service Representative - Hiregy
05.2022 - Current
Google - No Degree, Project Management
07.2021 - Current
Customer Service Representative - Charter Communications
05.2019 - 05.2022
Administrative Assistant - Belle Oak Bracing
09.2018 - 04.2019
CSR/Team Coordinator/Team Leader - 24-7 Intouch
09.2014 - 08.2018
Customer Service Representative - Professional Surveys Inc.
01.2013 - 07.2014
Broward County Public Schools - GED,
01.2004 - 02.2004

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Stuart WolsonProject and Team Manager