Summary
Overview
Work History
Education
Skills
Timeline
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Staci Bailey

Spruce Pine,NC

Summary

Possesses versatile skills in project management, problem-solving, and collaboration. Brings fresh perspective and strong commitment to quality and success. Recognized for adaptability and proactive approach in delivering effective solutions.

Overview

12
12
years of professional experience

Work History

Team Supervisor

Sallie Mae
05.2024 - Current
  • Developed and maintained strong relationships with key clients, resulting in repeat business and increased revenue
  • Conducted regular performance evaluations for team members, providing constructive feedback and coaching to improve their sales skills
  • Resolved customer complaints promptly and effectively, ensuring high levels of customer satisfaction and retention rates
  • Trained new hires on company products/services knowledge as well as effective selling techniques for improved conversion rates
  • Led team of 10-16 sales agents weekly team meetings to communicate goals, provide updates on performance metrics, and motivate the team towards achieving targets
  • Utilized CRM software to track customer interactions, manage leads, and forecast future sales projections accurately

Sales Representative

Sallie Mae
05.2023 - 05.2024
  • Promoted and sold financial products and services to prospective and existing clients, achieving and exceeding sales targets.
  • Delivered exceptional customer service while identifying client needs and providing tailored solutions.
  • Maintained accurate records of client interactions and transactions using CRM systems.
  • Collaborated with internal teams to resolve customer inquiries efficiently and ensure client satisfaction.
  • Demonstrated in-depth product knowledge and communicated complex information clearly and confidently.
  • Trained junior sales representatives on effective sales techniques and best practices for client engagement.
  • Led initiatives to optimize sales strategies, resulting in improved conversion rates across product offerings.
  • Mentored new team members in compliance regulations and company policies to ensure adherence during transactions.
  • Answered inbound and outbound calls around 30 calls a day while also attending to email.

Quality Analyst

Sallie Mae
04.2022 - 05.2023
  • Organisational skills.
  • Excellent written communication.
  • Interpersonal skills.
  • Keen attention to detail.
  • Critical/logical thinking.
  • Drove initiatives that improved overall quality metrics through strategic planning and execution of QA processes.
  • Created and revised procedures, checklists and job aids to reduce errors.
  • Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
  • Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.

Customer Service Representative

Sallie Mae
06.2021 - 04.2022
  • Provided assistance to clients
  • Answered phone and assisted customers with changes
  • Maintained up-to-date knowledge of customer accounts
  • Explained products and benefits
  • Managed approximately 30 calls per day
  • Confirmed payments, refunds, etc.
  • Resolved payment and order disputes
  • Provided excellent technical support
  • Assisted customers in understanding loan options, ensuring clarity and compliance with policies.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.

Cosmetologist/Salon Owner

Beautifully Spruced
01.2018 - 08.2021
  • Booking appointments
  • Selling retail
  • Customer service
  • Consultation
  • Providing a salon service
  • Mentored junior cosmetologists, providing guidance on best practices for client services and product application.
  • Conducted thorough consultations with clients to assess needs and tailor beauty solutions effectively.
  • Booked appointments, answered phones, greeted clients, handled payments, and created client service tickets.
  • Demonstrated high level of customer service to increase retention and satisfaction.
  • Contributed to the salon''s positive reputation through excellent customer service, attention to detail, and commitment to client satisfaction.

Customer Service Representative

Buck Stove
01.2014 - 07.2017
  • Answering phone
  • Transferring clients to correct department
  • Helping clients resolve issues
  • Billing, payment.
  • Managed approximately 30 incoming calls, emails and faxes per day from customers.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Improved resolution time with effective problem-solving for customer complaints.
  • Coordinated with logistics department to expedite shipping for urgent customer orders.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered prompt service to prioritize customer needs.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.

Education

Associate's degree - Business

Mayland Community College
Spruce Pine, NC
01.2012

Skills

  • Customer support (5 years)
  • Customer Service (5 years)
  • Time Management
  • Windows
  • Communication Skills (5 years)
  • Research
  • Marketing
  • Microsoft Office
  • Computer Skills
  • Operating systems

Timeline

Team Supervisor

Sallie Mae
05.2024 - Current

Sales Representative

Sallie Mae
05.2023 - 05.2024

Quality Analyst

Sallie Mae
04.2022 - 05.2023

Customer Service Representative

Sallie Mae
06.2021 - 04.2022

Cosmetologist/Salon Owner

Beautifully Spruced
01.2018 - 08.2021

Customer Service Representative

Buck Stove
01.2014 - 07.2017

Associate's degree - Business

Mayland Community College

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Staci Bailey