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 -
01.2004 - 02.2004
No Degree - Project Management
07.2021 - Current
- Continuing education in Project Management
- Relevant Coursework Completed: Foundations of Project Management, Project Initiation, & Project Planning
Skills
Report preparation
Good listening skills
Staff education and training
Recordkeeping strengths
Root Cause Analysis
Self Motivation
Relationship Building
Analytical And Critical Thinking
Performance Management
Project Planning And Development
Advanced Problem Solving
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