Customer Service Care

Stephanie Neuhaus

706-***-**** ************@*******.***

Customer Service

Over 14 years of experience providing excellent customer care while

resolving complex issues and determining root cause. Attention to detail

and ability to multi-task were key factors in identifying issues quickly

and meeting service levels. The day to day completed tasks required

collaboration cross-functionally with internal stakeholders to ensure the

best possible end result for customers, resulting in receiving top rankings

for issue resolution and customer satisfaction..

Core Competencies

Call Center Leadership Ensuring Operations Cross-Functional

Compliance Collaboration

Issue Identification / Process & Procedure Team Leadership /

Resolution Development Management

Maximizing Customer Ensuring Operations Mentoring / Coaching /

Satisfaction Compliance Training

Professional Experience

INTUIT, INC. 1999 - 2013

Customer Care Manager (2012 - 2013)

. Held responsibility for managing a team of agents supporting an end-to-

end shop, try, buy and use experience for QuickBooks Online, aligning

employees to strategic goals and the direction of the business.

. Optimized performance at the individual and team levels by completing

goal setting forms, performance evaluations and maintaining accurate

records for all team members.

. Ensured agents operated in 100% alignment with all policies and

procedures by inspecting work and documenting customer contact.

. Provided real-time and formal performance feedback and coaching based

upon contact monitoring.

. Facilitated team meetings to discuss priorities, initiatives and product

release plans impacting both employees and customers.

. Successfully developed and executed Voice of the Employee developmental

action plans for improvements, as well as partnering with Operations to

assign resources to meet schedules and goals.

. Assisted in learning, training and development efforts, including

creating training material and applying through the appropriate method.

. Worked alongside employees to ensure each had full access to all

necessary tools and resources, as well as a strong understanding of those

tools.

. Routinely interacted with a wide range of internal and external

stakeholders, fielding and resolving complex escalations.

. Improved schedule adherence for remote agents by creating the policy to

implement a backup plan in the event of technical difficulties.

Tier 2 Customer Care (2011 - 2012)

. Played a key role in assisting font-line agents with complex issue

resolution and helping to develop skill sets, leading to stronger

performance across the organization.

. Identified and implemented key process improvements that increased

overall effectiveness and efficiency.

. Worked through escalated issues by determining the root cause, creating

strategic plans to alleviate the issue.

Tier 2 Customer Care, Continued...

. Demonstrated sound time management and personnel management, ensuring

workloads were distributed to the team and completed in a timely fashion.

Designed and developed the structure for the Tier 2 model, holding

responsibility for staffing and providing support to other Tier 2 agents.

. Developed a call flow guide to help Tier 1 agents build relationships

with the customer, accurately determine need and provide corresponding

solutions.

. Revamped the process and improved the documentation provided for front-

line escalations, improving turnaround time for billing escalations from

10 business days to just 1-3 days.

. Consistent top performer reaching a 99% satisfaction rate for customer

issue resolution for three consecutive quarters.

Customer Care Representative (2004 - 2011)

. Provided expert knowledge for QuickBooks, Merchant Account Service,

Online Banking and basic accounting principles in a chat setting.

. Played a key support role in helping the bigger team win by researching

escalations and documenting solutions.

. Encouraged QBO customers to assist and offer solutions to each other by

moderating forums for QuickBooks Online.

. Maintained a positive outlook when offering a wide range of solutions to

help teammates overcome obstacles and meet key performance metrics and

goals.

. Accurately identified the customer type and aligned with the customer to

establish an open dialogue and determine the business needs of the

customer.

Support Representative (1999 - 2004)

. Assisted peers in resolving unknown issues by submitting Knowledge Base

and creating the End of the Day Error log.

. Triaged Knowledge Base documents submitted through CRIS, performing in-

depth research and analysis.

. Created and posted documents on the POS and MAS KYI pages to provide

teammates with key resources needed to complete day-to-day tasks more

efficiently.

. Fostered a positive team environment by creating processes that improved

morale, as well as creating training documents to clearly explain and

breakdown complex program issues.

Education

Master of Science (MS) in Accountancy, University of Phoenix

Bachelor of Science (BS) in Information Technology, University of Phoenix

Coursework in Mathematics, University of Arizona

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