Carla Stephenson

P O Box ****

Omaha, Ne *****

402-***-****

ad2l9l@r.postjobfree.com

Owner-operator of Residential Yard Service. Self Employed.

May 2020-present

Consulted with residential customers about interior, exterior and tropical plant care

Designed, installed, and maintained residential specialty gardens, including bee and butterfly gardens

fruit and vegetable, theme, heritage, and deer and other animal-proof gardens.

Installed and maintained turf, shrubs, perennials, annuals, trees

Consulted with residential customers about insects and diseases, design, installation and maintenance, equipment maintenance and usage, cost projection and final analysis.

Gave presentations to various clubs on horticultural topics

Customer Care Team Lead. Express Employment, Timberline Solutions, temporary position

Jan 2020-May 2020- laid off due to COVID

Assessed needs and provided first call resolution for customer concerns of Cox Communications

Resolved customer complaints, replacement issues, cancelations, sales, changes, upgrade and downgrade, order entry, equipment tracking, tech and equipment support, technician scheduling, and home visits

Resolved customer issues via telephone, email, and company specific software, Microsoft Office, Google Map,

Provided customer site location to Cox and UPS offices via Google Maps

Interfaced between Cox and buyer/recipient issues

Trained new and current employees on upgrading procedures and policies.

Created and edited current policies and procedures.

Created and tracked call data bases, trouble tickets, employee QA’s, customer satisfaction statistics.

Maintained inventory and purchases of physical assets.

Upgraded, downgraded, changed services, billing location move, etc, using ICOMS program.

Verified order counts, inventory management, delivery of products, billing resolution, home installation, tech visits, dispatching, follow up, equipment failure, upsales.

Customer Care Representative. Omaha Steaks-Seasonal position

Oct. 2019-Jan. 2020

Assessed needs and provided first call resolution for customer concerns of Omaha Steaks

Entered customer complaints, data collection, replacement issues, order entry, package tracking

Resolved customer issues via telephone, email, and company specific software, Microsoft Office, Google Map, AS 400.

Provided customer site location to Fed Ex offices via Google Maps

Interfaced between Fed Ex, tech and equipment support, technician scheduling and buyer/recipient issues

Verified order counts, inventory management, delivery of products, billing resolution

Team Lead / Technical Trainer/ Customer Care Representative III. Intelliride

May 2018-Oct 2019

Assessed needs and provided first call resolution for customer concerns of Moby and Metro Area Transit issues. Provided transit information and best routes for bus riders from origination to destination, including schedule times, data entry, best routes, alternate routes, detour information, future routes. reservations, cancellations, reimbursements, and disputes,

Handled escalated calls from other departments. Resolved customer issues via telephone, email, chat, instant messaging, company specific software, and Skype

Scheduled, resolved, adjusted, cancelled and provided information on transportation of Moby shared ride system.

Become proficient with using real time GPS Fleet tracking to track city busses, Moby vans and Medicaid transportation providers for all programs for multiple contracts/cities.

Provided applications and evaluated applicants for eligibility for Moby services

Sold multi ride tickets and resolved ticket and fare box issues.

Entered rider complaints and concerns and follow up on ticket system, including lost and found, driver, mechanical, maintenance, security, and non-appearance issues.

Interviewed, hired, oriented, evaluated, and trained new employees and provided ongoing training to current employees

Arranged rides for Medicaid and Nebraska Total Care clients to and from medical appointments. Dealt with providers, drivers, clients, and medical offices to coordinate client transportation

Trained over 30 new employees

Won award for the most calls in a quarter in the history of the company for several quarters-5000 calls in three months, first quarter with 8500 calls, 8700 calls in the second quarter, 7800 calls in the third quarter,7900 calls in third quarter 2019. QAs of 97 or above.

Voted Most Valuable Player, April 2019 and June 2019

Caregiver December 2016-May 2018

Cared for elderly mother with hip replacement

Budgeting and estimation of labor, materials, and maintenance costs.

Provided housekeeping, laundry, grocery shopping, yard care, meal preparation, entertainment, and associated duties.

Consulted with medical personnel, equipment providers, pharmacies, and associated vendors for billing, visits, deliveries, ordering, inventory maintenance, purchasing, budgeting, etc.

Customer Care Representative II. Marriott International

December 2015-December 2016

Assessed needs and provided first call resolution for escalated customer complaints regarding hotels, billing, reservations, cancellations, reimbursements, and disputes. Handled escalated calls from other departments. Resolved customer issues via telephone, email, chat, instant messaging, and Skype. Provide troubleshooting support using customer histories and issues to determine proper resolution. Document, troubleshoot and identify problem resolution steps

Provided liaison services between customers/ hotels/corporate using CRM, Customer Relationship Management, budgeted and scheduled installation and repair jobs for technicians

Planned charity and special events for tradeshows, employees, shareholders, and guests

Data entry of customer information and manipulation of customer databases to achieve desired results

Used remedy ticket system to track customer issues, budgeted and scheduled installation and repair jobs for technicians

Used Windows 7 and 10 platforms, data analysis, spreadsheet, word processing and presentation software using Word, Excel, Power Point, Access

Provided post-class training of new employees, transitioned new trainees from classroom to call floor, supervised at many as 10 new trainees/class, increased employee retention via modification of training/transitioning techniques

Assisted Human Resources with recruiting, training, evaluating, discharging employees

The job required attention to detail, flexibility, working on teams and independently, and multi tasking

Worked with Engage, Pure, Lotus Notes, Cris, and other platforms

Cross trained in customer service for additional departments

Consistently had highest score in weekly Customer Service Satisfaction Surveys

Won $100 gift certificate for greatest number of Customer Service Satisfaction Surveys

Participated in several fund-raising events for charities

Winner of our Quarterly Global Excellence Award

Nominee for the Associate of the Year Award

R.A.V.E. nominee.

Excellent calls/hour and calls/day stats

Associate of the month of August 2016

CARLA STEPHENSON

P O BOX 4257 Omaha, NE 68104

(h) 402-***-****

ad2l9l@r.postjobfree.com

Page 2

Caregiver. March 2012-Dec 2015

Cared for aunt who had COPD.

Budgeting and estimation of labor, materials, and maintenance costs.

Provided housekeeping, laundry, grocery shopping, yard care, meal preparation, entertainment, and associated duties.

Consulted with medical personnel, equipment providers, pharmacies, and associated vendors for billing, visits, deliveries, ordering, inventory maintenance, purchasing, budgeting, etc.

Administrative Assistant/Technical Trainer. Manpower, assigned to Walter Scott Energy Center, MidAmerican Energy Center, Council Bluffs, IA.

March 2005-March 2012

Through Manpower, provided intake processing of construction contractor personnel for over 13,000 industrial workers, complying with OSHA, ANSI, Federal, and State regulations using a variety of network and stand-alone programs.

Scheduled staff hours, training sessions, meetings, facilities usage, weekly and quarterly personnel scheduling and dispatching, budgeted and scheduled installation and repair jobs for technicians and sub contractors

Typical administrative duties of typing, faxing, payroll, photocopying, data entry, database construction, maintenance, and manipulation, computations, scanning, e mailing, filing, multi-line phone, fielding calls, correspondence, including SOP, documents, letters, and e mails, other general office duties, etc. within required deadlines.

Assisted in designing, maintaining, and updating security/safety programs for contractor/employee personnel.

Selected, purchased, and inventory control of departmental supplies

Supervised tagging project involving identifying and labelling of every piece of equipment in three locations. Updated databases, P& ID diagrams, blueprints, and maintained inventory of equipment and supplies.

Scheduled employee/contractor work schedules, changes, cancellations

Processed work orders through Synergen/Oracle and entered personnel information in Pro-Watch software suite.

Maintained databases of daily train/coal information to be used for daily, monthly, and annual reports.

Produced daily, weekly, monthly reports on contractor access/payroll using with Microsoft Excel, Word, Outlook, Power Point, and Microsoft Office Suite.

Created access badges and enabled, confirmed, disabled security accesses for contractors and employees.

Supervised 6-8 seasonal employees

Worked well in team and independent environments. Worked well in fast paced, dynamic environment under deadlines and pressure while maintaining confidentiality.

I am a self-starter, quick learner, have a strong attention to detail, and work well in a team or individual situation. I possess excellent organizational skills, strong communication skills and the

CARLA STEPHENSON

P O BOX 4257 Omaha, NE 68104

(h) 402-***-****

ad2l9l@r.postjobfree.com

Page 3

ability to build relationships with business partners. I handled multiple tasks and managed multiple projects effectively

Team Leader/Help Desk Tier II: Technical Service Representative. Data Transmission Network, Omaha, NE.

Aug 2000-March 2005

Provided billing, subscription, equipment, up-sales, new customer, customer retention, and technical assistance to agricultural subscribers in the United States and Canada on a variety of satellite systems and platforms. Including billing, collections, dispute resolution, revenue treatment, account reconciliations, and reporting to various levels of upper management. Respond to and analyze problems. Provide troubleshooting support for customers on both equipment and usage.

Processed approximately 200 calls in an eight hour period. Consistently won awards for customer satisfaction, and greatest number of inbound and outbound calls per hour.

Supervised/trained/reviewed up to 6 employees

Crew Leader. US Census Bureau, Omaha, Ne

March 1999-Aug 2000

Interacted with the public to conduct various Census projects of householders.

Instructed 15 classes with an average of 30 personnel per class.

Conducted interviews with over 1500 households over a year and a half period.

Trained and supervised 8 employees

Senior Night Operator. CVE Services, Omaha, NE.

Aug 1995-Oct 1998

Implemented and maintained operating systems in a 7x24 environment. Built, transferred and printed files on Point 4 and UNIX operating systems.

Responsible for all aspects of nightly production, including troubleshooting hardware and software problems, trouble tickets, backups, report generation. Wrote programs in BASIC.

Maintained credit card processing procedures and equipment including assisting merchants with problem resolution, connection issues, equipment issues, uploading software onto, and downloading transactions from, the Verifone Point of Sale (POS) terminals.

Hired, trained, and supervised new employees.

Authored and implemented production procedures. Provided after hours nationwide vendor and customer support.

Hired/supervised/trained all new night shift employees.

Ordered and maintained inventory for computer operations.

Plant Specialist. Mulhalls Nursery, Omaha, NE.

April 1996 –Dec 1997

Consulted with retail customers about interior, exterior and tropical plant care, insects and diseases, design, installation and maintenance, cost projection and final analysis.

Managed Tropicals Department for one year.

Authored articles on greenhouse, retail sales, turf and ornamental plant choices and care

Supervised 10 seasonal and 5 permanent employees.

Permanent year round position

Instructional Assistant – Horticulture. Metropolitan Community College

June 1992 – August 1995

Provided instructional and student support for the horticulture department.

Tasks included the maintenance of several greenhouses and display plots

inventory management on multiple campuses and team teaching

Education

BS in Horticulture 1986 University of Nebraska-Lincoln, NE

Health Information Technology (Dec 2013) Metropolitan Community College, Omaha, NE

Information Technology /Web Page Design (Expected Graduation Dec 2019) Metropolitan Community College, Omaha, NE

Classwork: Pascal, FORTRAN, Visual Basic, Qbasic, Quark Express, Web Page Design

Software Experience: WordPerfect 6.0, Microsoft Office Suite, Corel Draw, Flash, Front Page, Peoplesoft, Lotus 1-2-3, HTML, AutoCAD 12 &15, LandCad, Apple Wordprocessing and Paintbrush.

Hardware Experience: IBM PC, Apple MacIntosh

Operating Experience: Point 4, UNIX, DOS, Windows various platforms

Other: Deans’ List, Metropolitan Community College, 3.8 GPA

P&C Insurance license May 2014

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