Stephanie Mason

*** ***** **. *** ***

Las Vegas, NV. 89107

503-***-****

acfmw5@r.postjobfree.com

Objective

I am looking for a position in inbound customer service or technical

support where there is stability and flexibility to move up in the company.

I am also looking for the opportunity to use my vast knowledge of computer

skills including various Microsoft products including PowerPoint, Microsoft

Works, Microsoft Office Live Meeting, Outlook,, WebEx, and Lync, L+,

other various programs.

Work Experience

Eventbuilder.com Portland, OR

Customer Care Supervisor 6/07-Present

Lead Supervisor and Technical Support Representative

As supervisor, I manage a team of 3-6 representatives as well as hire new

personnel for my team as needed. I create weekly work and on call

schedules, speak with customers who need a supervisor, update and create

new procedures for my team to follow, ensure that all representatives are

providing accurate information or scheduling calls correctly by double

checking work as needed, and hold weekly team meetings to keep my team up

to date with new/ updated procedures and issues reported by customers. I

also create metrics on number of calls taken via phone and email, as well

as assign special projects for my team to accomplish each week.

I am responsible for answering phones and emails for customers who want to

schedule conference calls, have account questions, and are having technical

problems with their computers using Microsoft Office Live Meeting,

ShareItNow, EventCast, EventMax, Lync, L+, and Eventbuilder.com. I also

work one on one with some of our most critical clients such as Microsoft,

Columbia Sportswear, Electric Power Research Institute, and Coca Cola, just

to name a few.

I also work with our Sales Support team to ensure that new accounts are set

up correctly and ensure new customers have the proper training of their

products as needed. I provide system wide testing of all our products on a

daily basis and I provide after hours on-call support to customers and our

Operations team needing assistance while we are out of the office such as

scheduling calls, technical support, training, and any system outages or

testing.

Sierra Health Services Las Vegas, NV 4/05- 6/07

Personal Assistant/ Team Captain

As a Team Captain, I was responsible for assisting in the development of

new personal assistants with claims, compliance issues, and training on new

procedures. Additionally, I was responsible for answering phones in an

inbound environment, assisting members with complaints and appeals

procedures, claims issues, and answering questions about Medicaid and

Medicare. My responsibilities also included meeting compliance issues and

deadlines, calling back members, and assisting members when referrals for

medical procedures are needed using various computer systems.

Personal Assistant 4/05- 6/06

Additionally, I was responsible for answering phones in an inbound

environment, assisting members with complaint and appeals procedures,

claims issues, and answering questions about Medicaid and Medicare. My

responsibilities also include meeting compliance issues and deadlines,

calling back members, and assisting members when referrals for medical

procedures are needed using various computer systems. I was responsible for

wellness and prosperity calls and letters to existing client base. I was a

personal contact representative for members. I was promoted to Team Captain

ahead of schedule, when planned promotions usually take over 2 years.

.

SITEL Corporation Las Vegas, NV 10/03-

4/05

Quality Assurance

As a Quality Assurance Representative, I was responsible for monitoring

each employee to make sure they were following procedures and guidelines

that were set up by the company, coaching employees if they did not ensured

those guidelines and training new employees when they came out of training

class.

Customer Service Representative 11/02-4/05

I was responsible for answering phones in an inbound call center

environment regarding auto insurance and life insurance. I also assisted

customers in making payments, returning member's calls, assisting other

employees with supervisor calls as questions would arise when supervisors

were not readily available.

REFERENCES UPON REQUEST

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