Call Center Customer Service
Resume:
Stephanie Guiles
Pontiac, MI *****
***********@*****.***
Actively seeking customer service call center manager or assistant manager/ supervisor position in which I can optimize my problem-solving and organizational skills to contribute to increased customer satisfaction. Strong multitasking skills and fast learning ability ensure quick contributions to your customer service team. 20 years of call center experience and I am ready to be in management. Authorized to work in the US for any employer
Work Experience
Regional Case Manager Volkswagen of America
VW via Akkodis-Auburn Hills, MI
December 2021 to Present
Regional Case Manager at Volkswagen of America under contract house Akkodis. Position classified as hybrid w/ two days per week in office. Job consists of handling customer vehicle issues and cases related to automotive dealerships. Do outbound and inbound calls in customer facing call center. Act as liaison between customer and dealership; as well legal and other internal contacts at VW. Create and organize cases to assist customers by answering product questions about VW brand and products, as well as vehicle VIN specific information such as warranties, repairs, recalls, loaner vehicles and other customer concerns. Triage calls and cases based on procedural guidelines as outlined in written articles. Listening to Customers; their vehicle concerns and issues. Dara entry, book keeping and outgoing call as follow up to customers regarding Vehicle issues. Reading and interpreting repair orders from automotive mechanics; both VW and Independent. Provides denials as delineated by policy and handles vehicle buyback review requests. Trained in de-escalation. Compose emails as and speak to customers directly with automobile industry specific verbiage. Work as mentor for both advocates and RCM trainees. Front Desk Receptionist
SKLD West Bloomfield-West Bloomfield Township, MI
August 2021 to Present
Working front dest reception at SKLD Illuminate residential facility for rehabilitation and long term care. Answering and operating a multi-line phone system including walkie talkie communication with maintenance and overhead paging system. Handling face to face guest check in, accepting deliveries and resident pick up/drop off. Communication with dispatch for resident transport services. Additionally, communication with team members about situational changes as they occur, as well as scheduled appointments as they are executed via email and text. Contacting proper staff members during emergencies. Other general office duties.
OnStar Advisor
Teleperformance-Warren, MI
Jan 2021 to Aug 2021
• Inbound sales with a strong customer service aspect
• Leading the conversation in an upbeat and energizing way
• Setting up technical information per customer’s wants and needs
• Confidentiality a must
• Working remotely
International ESL Tutor
Spicus LTD-San Francisco, CA
2012 to Present
Seoul, South Korea
- Provided individualized English instruction for S. Koreans in 1:1 session via VOIP
- Improved students' English academic and cultural literacy through fostering personal relationships and building students' reading and conversation skills
- Ensure future client interactions and requests for repeated sessions by instantly connecting with newly introduced students daily
- Created new students through positive Tutor reviews
- Ability to function within the bounds of generalized scripting but also deviate from the structure when customer needs necessitate it
- Flexibility, a strong point-ability to follow a strict schedule and take unannounced ad-in calls Test Grader
Pearson NCS-Lansing, MI
2008 to 2014
- Scored the written portions of elementary and high school standardized tests.
- Did high speed data entry for extended periods of time.
- Required prolonged periods of concentration as well as passing pre-qualification tests to verify comprehension.
Inbound Sales Associate
Evolve Teleservices-East Lansing, MI
December 2008 to September 2011
- Expedited inbound sales calls as they were scheduled and aired on national television. Products included Total Gym, Supple, Teeter Hang-Ups and Contour Ab Belt, among many others.
- Worked long hours handling the wide diversity of complex and surprising issues that arise when working overnight hours, while using critical thinking to continue to sell products. Receptionist, American Collegiate Marketing
Telephone Marketer-Okemos, MI
2006 to 2007
- Expedited inbound sales calls, primarily to renew magazine subscriptions.
- Assisted with customer issues and transferred clients to customer service when needed.
- General office duties such as data entry, preparing mailings, etc.
- Self-managed pm shift operating security system.
- Front desk reception on multi-line phone system. Education
BA in FAS
University of Michigan - Flint, MI
2005
Non degree in World history and culture
University of Denver - University College - Global Affairs Skills
• Tutoring
• Teaching
• English
• Animal care
• Phone etiquette
• Sales
• Administrative experience
• VoIP
• Data entry
• Computer networking
• Organizational skills
• Marketing
• Technical support
• Customer service
• Front desk
• Computer operation
• Help Desk
• Triage
• Microsoft Windows
Languages
• English - Expert
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