Summary
Overview
Work History
Education
Skills
Timeline
Generic

Vicky Stephens

Antioch,CA

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Knowledgeable and dedicated customer service professional with extensive experience in customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

19
19
years of professional experience

Work History

Customer Service Representative

Old Republic Home Warranty @Wells Fargo
06.2017 - 08.2019
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services, and company information.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Provided primary customer support to internal and external customers.
  • Developed customer service policies and procedures to meet and exceed industry service standards.
  • Tracked customer service cases and updated service software with customer information.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Delivered prompt service to prioritize customer needs.
  • Maintained up-to-date knowledge of product and service changes.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Promptly responded to inquiries and requests from prospective customers.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Developed and updated databases to handle customer data.

Customer Service Representative

Envisoned Options
04.2016 - 10.2016
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services, and company information.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Provided primary customer support to internal and external customers.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
  • Tracked customer service cases and updated service software with customer information.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Delivered prompt service to prioritize customer needs.
  • Maintained up-to-date knowledge of product and service changes.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Responded proactively and positively to rapid change.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Promptly responded to inquiries and requests from prospective customers.
  • Sought ways to improve processes and services provided.
  • Developed and updated databases to handle customer data.
  • Reached out to customers after completed sales to suggest additional service or product purchases.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
  • Created and maintained detailed database to develop promotional sales.

Customer Service Representative

Vee No's Cafe
08.2012 - 03.2016
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Responded to customer requests for products, services, and company information.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Provided primary customer support to internal and external customers.
  • Tracked customer service cases and updated service software with customer information.
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
  • Developed customer service policies and procedures to meet and exceed industry service standards.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Delivered prompt service to prioritize customer needs.

Customer Service Representative

AT&T
05.2010 - 06.2012
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services, and company information.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Updated account information to maintain customer records.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Provided primary customer support to internal and external customers.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Tracked customer service cases and updated service software with customer information.
  • Developed customer service policies and procedures to meet and exceed industry service standards.
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Delivered prompt service to prioritize customer needs.
  • Maintained up-to-date knowledge of product and service changes.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Responded proactively and positively to rapid change.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Promptly responded to inquiries and requests from prospective customers.
  • Sought ways to improve processes and services provided.
  • Managed over 50 calls timely and effective replacement of damaged or missing products.
  • Developed and updated databases to handle customer data.
  • Increased efficiency and team productivity by 10% promoting operational best practices.
  • Reached out to customers after completed sales to suggest additional service or product purchases.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Implemented and developed customer service training processes.

Customer Service Representative

Future Market Telecenter
02.2007 - 04.2010
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services, and company information.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Provided primary customer support to internal and external customers.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Developed customer service policies and procedures to meet and exceed industry service standards.
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Delivered prompt service to prioritize customer needs.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Responded proactively and positively to rapid change.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Promptly responded to inquiries and requests from prospective customers.
  • Sought ways to improve processes and services provided.

Certified Nursing Assistant

Mission
03.2000 - 06.2007
  • Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
  • Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
  • Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
  • Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
  • Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
  • Cared for residents in assisted living facility and delivered high-quality support to meet needs.
  • Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
  • Helped clean and prepare patient consultation rooms to maintain hygiene standards
  • Participated in fun group activities with patients to boost mood, improve overall memory, and provide light entertainment.
  • Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
  • Oversaw and maintained patients' rooms, group living areas, and nurse stations.
  • Supported ambulation and physical therapy needs by conducting planned exercise routines.
  • Evaluated patients to identify and address wounds, behavioral concerns, and medically relevant symptoms.
  • Educated patients and family members on best home care practices for healing and recovery.
  • Completed activities of daily living for patients unable to self-care, and assisted those with limited mobility in completing tasks.
  • Changed linens in rooms, keeping spaces fresh and clean for patient health and satisfaction.
  • Documented patient information and care activities in electronic health record.
  • Helped patients with self-feeding and assisted feeding, based on individual needs.
  • Assisted nursing staff with completing daily rounds, documenting vital signs and answering calls.
  • Facilitated personal hygiene management, feeding and ambulation.
  • Maintained patient stability by checking vital signs and weight and recording intake and outtake information.
  • Responded to patient requests for supplies and personal comfort items such as extra blankets.
  • Helped patients complete range of motion exercises to prevent loss of function during care.
  • Provided care to patients throughout lifespan with consideration of aging processes, human development stages and culture.
  • Observed patients under care conditions to help identify symptoms, responses to treatments and progress with goals.
  • Followed directions of licensed nurses to administer medications and treatments.

Education

Certified Nursing Assting - Certified Nursing Assistant Program

Curam College
Sacramento, CA

Medical Assistant - Medical Assistant Program

Carrington College California - Sacramento
Sacramento, CA

High School Diploma -

Grant High School
Sacramento, CA

Skills

  • Microsoft Word
  • Microsoft Excel
  • Active Listening
  • Call Triaging
  • Technical Support
  • Reading Comprehension
  • Multi-Line Phone Talent
  • Quality Assurance Controls
  • Refund Processing
  • Medical Terminology Knowledge
  • Recordkeeping Strengths
  • Schedule Mastery
  • Route Dispatch
  • Customer Relationship Management
  • Records Preparation
  • Service Standard Compliance
  • Customer Consulting
  • Order Processing
  • Product Promotion
  • Conflict Mediation
  • Team Development
  • Quality Control
  • Multi-Line Telephone Operation
  • Typing Proficiency
  • Document Control
  • Data Evaluation
  • Administrative Support
  • Minute Taking
  • Critical Thinking
  • Delivery Scheduling
  • Training Development Aptitude
  • System Implementation
  • Warehousing Functions
  • Managing Multiple Tasks
  • Clerical Support
  • Receiving Support
  • Shipping and Receiving Understanding
  • Call Center Operations
  • Computer Proficiency
  • Problem-Solving Ability
  • Shipping Procedures Understanding
  • Product Organization
  • Conflict Resolution
  • Closing Sales
  • Store Maintenance
  • Customer Service
  • Money Handling Abilities
  • Professional Telephone Demeanor
  • Stockroom Procedures
  • Policy and Procedure Adherence
  • Calm and Professional Under Pressure
  • Filing
  • Research
  • Coordination
  • Spreadsheets
  • Proofreading
  • Calendaring
  • Documentation
  • 10-Key

Timeline

Customer Service Representative

Old Republic Home Warranty @Wells Fargo
06.2017 - 08.2019

Customer Service Representative

Envisoned Options
04.2016 - 10.2016

Customer Service Representative

Vee No's Cafe
08.2012 - 03.2016

Customer Service Representative

AT&T
05.2010 - 06.2012

Customer Service Representative

Future Market Telecenter
02.2007 - 04.2010

Certified Nursing Assistant

Mission
03.2000 - 06.2007

Certified Nursing Assting - Certified Nursing Assistant Program

Curam College

Medical Assistant - Medical Assistant Program

Carrington College California - Sacramento

High School Diploma -

Grant High School

Similar Profiles

CREATE PROFILE
Vicky Stephens