Summary
Overview
Work History
Education
Skills
Timeline
Generic

Victoria Stephens

Antioch,California

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. 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

17
17
years of professional experience

Work History

Customer Service Success Specialist

United Health Group, Optum
Remote
07.2022 - Current
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Cultivated customer loyalty, promoted repeat business, and improved sales.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Answered constant flow of customer calls with minimal wait times.
  • Assisted customers in troubleshooting product issues and provided timely technical support.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Updated account information to maintain customer records.
  • Answered customer telephone calls promptly to avoid on-hold wait times.

Banking Specialist

Wells Fargo & Company
Concord, CA
07.2018 - 08.2022
  • Opened new accounts and made changes to existing accounts.
  • Supported tellers by processing transactions involving money orders, cashiers checks and payments.
  • Investigated and resolved account issues by offering applicable options to customers.
  • Helped customers prepare documents required to complete transactions and process requests.
  • Presented products and services to customers using in-depth knowledge to answer questions.
  • Performed account maintenance by closing out accounts and changing customer addresses.
  • Handled various accounting transactions.
  • Educated customers on online banking and mobile banking applications.
  • Processed applications for new accounts.
  • Executed wire transfers, stop payments and account transfers.
  • Monitored and verified suspicious activity on customer accounts.
  • Trained new hires on customer service policies and procedures.
  • Received mortgage, loan or public utility bill payments, verifying payment dates and amounts due.
  • Received loan and utility payments, sending funds to correct destinations.

Customer Service Representative

Old Republic Home Protection
San Ramon
06.2018 - 08.2022
  • Manage up to 100 inbound and outbound calls
  • Assist customers with setting up appointments, place tickets or direct them to the appropriate department
  • Receive inbound calls to authorize work to be done and direct escalated calls
  • Interpret signal activity and follows action patterns and special instructions for proper handling.
  • Generated, posted and attached information to claim files.
  • Verified client information by analyzing existing evidence on file.
  • Assured timely verification of warranty benefits prior to customer workbeing done or appointments.

Customer Service Rep

Superior Vision
12.2016 - 12.2018
  • Responsible for providing exceptional customer service, while answering incoming member and provider telephone inquiries in a manner that is always respectful and courteous
  • Proficient use of proprietary administration systems to respond to customer inquiries and requests adhering to defined customer service standards
  • Ability to identify and satisfy unique eligibility circumstances (e.g
  • Member not on file, member termed and/or split benefits etc.)
  • Act as a liaison coordinating efforts between, member, provider, client representatives and the manufacturing facilities.

Dispatcher

Safe Security
01.2018 - 05.2018
  • Provides information to responsible contact personnel with regards to events transpiring on site
  • Handles incoming calls from customers and dealers for system testing
  • Places new accounts on line and enters account, zone, and contact data
  • Provides reports of activity to requesting customers and dealers
  • Handles trouble signals including customer and/or dealer notification and creation of service jobs
  • Takes incoming calls for service and creates service jobs
  • Creates internal Actions for follow-up communications with customers from other departments
  • Updates customer contact information based on faxes, emails, or customer calls
  • Reads back system signals for Technicians, customers, or authorities testing systems
  • Answers basic business questions asked by customers.
  • Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.

Customer Service Representative

Envisioned Options
04.2016 - 10.2017
  • Receive inbound calls for pharmaceutical companies and their benefits
  • Made outbound calls to inquire on status from pharmacy doctor’s office to ensure member satisfaction
  • Process information in regards to pharmacy needs.
  • Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
  • Provided exceptional customer service to patients, answering questions and addressing concerns.
  • Verified insurance eligibility and coverage for patients.

Customer Service Representative

Vee No’s Café
08.2012 - 03.2016
  • Respond to inbound calls and made outbound calls from vendors regarding orders submitted and placement of new orders
  • Assist customer with requests as well as performed troubleshooting
  • Led customer service projects to address and achieve key business objectives.
  • Maintain detained records and investigated customer complaints.
  • Onboarded and trained customer representatives to meet performance and service goals.
  • Cross-trained and provided backup support for organizational leadership.
  • Developed and updated databases to handle customer data.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Trained new personnel regarding company operations, policies and services.
  • Handled day-to-day customer contact via phones, faxes, and emails.

Customer Service Representative

AT&T
05.2010 - 06.2012
  • Respond to inbound calls and manage outbound calls
  • Assist customers and all callers with requests, information and direction
  • Provide an elevated customer experience through focused and professional actions.

Customer Service Representative

Future Market Tele Center
02.2007 - 04.2012
  • Placed outbound calls to various companies for contributions, explaining services provided, responding to questions, and providing needed information
  • Perform data input of information given
  • Provide excellent customer service, ensuring all details were completed.
  • Answered customer telephone calls promptly to avoid on-hold wait times.

Education

No Degree - Certified Nursing Aid

Mission Carmichael
Carmichael, CA
01.2001

High School Diploma -

Grant Union High School
Sacramento, CA
06.1994

Skills

  • Quality Assurance
  • Customer Relations
  • Data Analysis
  • Proficient in Various software
  • Database Maintenance
  • Data Reporting
  • Error Detection
  • Data Auditing
  • Data Collection
  • Excel Expertise
  • Microsoft Office Proficiency
  • Data Processing

Timeline

Customer Service Success Specialist

United Health Group, Optum
07.2022 - Current

Banking Specialist

Wells Fargo & Company
07.2018 - 08.2022

Customer Service Representative

Old Republic Home Protection
06.2018 - 08.2022

Dispatcher

Safe Security
01.2018 - 05.2018

Customer Service Rep

Superior Vision
12.2016 - 12.2018

Customer Service Representative

Envisioned Options
04.2016 - 10.2017

Customer Service Representative

Vee No’s Café
08.2012 - 03.2016

Customer Service Representative

AT&T
05.2010 - 06.2012

Customer Service Representative

Future Market Tele Center
02.2007 - 04.2012

No Degree - Certified Nursing Aid

Mission Carmichael

High School Diploma -

Grant Union High School

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Victoria Stephens