THERESA STOCKMAN
Jefferson
Summary
Experienced Customer Service Specialist with expertise in customer relationship management and sales support. Skilled in handling customer inquiries, resolving issues, and coordinating sales activities for smooth operations and high satisfaction levels. Known for exceptional teamwork, adaptability, and consistently achieving positive outcomes. Proficient in CRM software, communication, and problem-solving, with a proven track record of increasing customer loyalty and sales efficiency.
Overview
13
13
years of professional experience
Work History
Customer Service Manager
DIGGING & RIGGING
02.2020 - 10.2024
- Managed incoming calls, emails, and correspondence with professionalism and efficiency
- Prioritized tasks and manage time efficiently, especially when dealing with multiple accounts and deadlines
- Supervised and mentored five customer service representatives, ensuring high performance and top-quality service
- Developed and streamlined processes and procedures to improve team efficiency and customer satisfaction
- Assisted other departments including sales and accounts receivables to enhance the customer experience
- Analyzed key customer service data to identify areas for improvement and implement effective solutions
- Fostered a positive, engaging work environment that encouraged team motivation and success
- Conducted regular performance reviews and one-on-one meetings to support professional growth
- Identified opportunities for process improvements to streamline workflows and enhance customer service
- Oversaw office supply inventory and ordering, ensuring smooth daily operations
- Managed team schedules, balancing workloads to optimize staff coverage during peak hours.
- Enhanced communication skills within the team through training sessions and role-playing exercises.
Service Writer
CLASSIC UPHOLSTERY & GLASS
09.2019 - 02.2020
- Managed incoming calls, addressing customer inquiries, scheduling services, and providing product recommendations
- Maintained accurate customer records and ensured proper documentation of service-related interactions
- Generated detailed service orders, capturing customer concerns, vehicle/equipment issues, required parts, and services
- Collaborated with service technicians to communicate customer needs and ensure timely completion of service requests
- Monitored repair progress, adjusted service schedules, and addressed any delays to meet customer expectations
- Improved customer satisfaction by providing timely and accurate service estimates.
- Explained completed work and its relation to the customer's original issue or request
- Prepared final invoices, itemizing services, parts, and labor, and explained charges to customers
- Assisted customers with the payment process and resolved payment disputes or discrepancies professionally
- Processed payments with attention to detail and accuracy, ensuring seamless transactions
- Addressed customer concerns promptly and professionally, fostering trust and loyalty among clientele.
- Reduced wait times for customers by effectively managing appointment schedules and coordinating with technicians.
- Increased repeat business with exceptional customer service skills and follow-up calls to ensure satisfaction.
Claims Specialist
STATE FARM
01.2012 - 08.2019
- Managed a high volume of claims effectively by prioritizing tasks and maintaining excellent organizational skills.
- Enhanced customer satisfaction with timely communication, empathy, and clear explanations of claim outcomes.
- Developed strong working relationships with external partners such as adjusters, legal counsel, and medical professionals to facilitate efficient claim resolution processes.
- Settled complex claims fairly by applying critical thinking, negotiation skills, and detailed knowledge of insurance policies.
- Handled high-pressure situations with professionalism and composure, consistently achieving positive outcomes for both clients and the organization.
- Followed up with customers on unresolved issues.
- Collaborated with cross-functional teams to optimize claims handling procedures, resulting in improved productivity.
- Reduced claim processing errors by conducting thorough investigations and accurately interpreting policy details.
- Identified fraudulent claims through diligent investigation and collaboration with law enforcement agencies when necessary.
- Improved claim processing efficiency by streamlining workflows and implementing time-saving strategies.
- Reviewed insurance and claims documents to verify required information and secure any missing data for settlements.
- Negotiated settlements with claimants and attorneys, achieving favorable outcomes for all parties involved.
Education
High School Diploma -
Brunswick High School
Brunswick, MDSkills
- Customer service
- Problem-solving
- MS Office
- Customer focused
- Time management
- Training and mentoring
- Decision-making
- Excellent time management skills
- Administrative efficiency
- Customer relationship management software (CRM)
- Verbal and written communication
- Accounting software knowledge
Timeline
Customer Service Manager
DIGGING & RIGGING
02.2020 - 10.2024
Service Writer
CLASSIC UPHOLSTERY & GLASS
09.2019 - 02.2020
Claims Specialist
STATE FARM
01.2012 - 08.2019
High School Diploma -
Brunswick High School
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