Stacey Washington
Whitsett
Summary
Accomplished Customer Service Executive and Supervisor with a proven track record at The Scope Exchange, enhancing customer satisfaction and retention through expert complaint handling and relationship management. Skilled in team collaboration and customer engagement, significantly improved service quality and resolved complex issues, boosting feedback scores.
Customer-focused professional with successful [Number]-year career in [Industry] sector. Dynamic successful applying [Skill] and [Skill] in busy business environment.
Overview
19
19
years of professional experience
Work History
Customer Service Executive
Self-employeed
09.2018 - 03.2022
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
- Boosted customer retention rates by providing exceptional service and building rapport with clients.
- Assessed customer service trends and evaluated complaints to determine areas in need of enhancement.
- Expertly navigated escalating situations, leading to resolutions that satisfied both clients'' needs while adhering to company policies.
- Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.
- Contributed towards improving overall customer feedback scores by consistently delivering high-quality service experiences.
- Directed the operations of an online craft business, focusing on customer service and business management.
Customer Service Supervisor
The Scope Exchange
10.2002 - 03.2009
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
Education
Associate of Science - General Studies
Guilford Technical Community College
Jamestown, NC01-1999
Skills
- Team collaboration
- Customer engagement
- Customer relationship management
- Complaint handling
- Online chat and email
- Contract negotiation
- Client engagement
Timeline
Customer Service Executive
Self-employeed
09.2018 - 03.2022
Customer Service Supervisor
The Scope Exchange
10.2002 - 03.2009
Associate of Science - General Studies
Guilford Technical Community College
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