Customer Service Rep
Resume:
S
Stephon
Strader
flowercool***@gmail.c
om
Fort Worth, TX 76133
SUMMARY
Seasoned professional with 32 years of customer service experience, including leadership roles in healthcare and travel industries. Excelled in resolving customer escalations, maintaining company-customer balance, and improving processes at Apex Systems. Seeking a Customer Service Rep position to leverage extensive customer interaction and problem-solving skills. SKILLS
Communication
Process Improvement
Staff Development
Organizational Dynamics
Build Strong Customer Relations
Strategic Planning
Curriculum Development Coordination
Planning
Client Service
Retention Strategies
Microsoft Suite
MS Project
Lotus Notes
IBM Mainframe
WordPerfect
A-Plus
Ast
As/400
Quickbooks
Excel
Microsoft Word
Windows Applications
Outlook
Effective Communication
Active Listening
Problem Solving
Empathy
Patience
Computer Literacy
Data Entry
Time Management
Conflict Resolution
Product Knowledge
EXPERIENCE
Reservations Agent
Irving, TX
Corporate Hospitality Services/ Apr 2023 to Mar 2024 Managed and processed incoming reservation inquiries for Corporate Hospitality Services, ensuring a high level of customer satisfaction through meticulous attention to detail and prompt, courteous service.
FT4 Representative
Irving, TX
Apex Systems, Microsoft/ Nov 2022 to Mar 2023
Effectively resolved customer issues, both telephonically and via email, ensuring a delicate balance between adherence to company policies and customer satisfaction Conducted in-depth investigations into recurring problems, documented trends, and reported findings to mitigate future escalations and enhance overall service quality Collaborated with cross-functional teams, including Supply Chain and Returns Operations, to streamline processes and improve the customer experience, while performing data audits and analysis.
Supervisor
Irving, TX
Molina Health Care, Insight Global/ Nov 2019 to Nov 2022 Assumed managerial responsibilities in the absence of the team manager, maintaining operational continuity and team oversight
Facilitated team development by identifying training needs and promoting adherence to performance standards
Contributed to the hiring and training processes, ensuring alignment with organizational objectives and workforce optimization Maintained quality assurance by monitoring team member work, enforcing guidelines, and managing customer service inquiries and resolutions. Customer Service Specialist
Dallas, TX
DFW/ May 2017 to Nov 2019
Facilitated team cohesiveness and performance by communicating objectives, conducting meetings to reinforce best practices, and fostering an environment conducive to continuous learning and improvement
Supported management operations by participating in the hiring process, executing new employee training, and ensuring adherence to company standards and regulations Maintained high standards of customer service and brand representation by addressing customer inquiries, resolving complaints, and ensuring the workplace exceeded presentation expectations.
Reservation Specialist
Fort Worth, TX
American Airlines/ Jun 2009 to Apr 2017
Managed high-volume inbound communications, ensuring customer inquiries were addressed with professionalism and efficiency
Fostered positive customer relationships, providing insightful recommendations and guidance to meet travel needs
Successfully converted inquiries into confirmed reservations, contributing to revenue generation and customer satisfaction.
Recording Engineer/Customer Service Rep
New York, NY
Sound Storm Studios/ Sep 2002 to Nov 2008
Skillfully managed recording sessions at Sound Storm Studios, ensuring optimal sound quality while delivering exceptional customer service, addressing client inquiries, and maintaining a welcoming studio environment for artists and producers. Billing Administrator
New York, NY
Peco-Adelphia/ May 2002 to Sep 2002
Managed and streamlined the billing process at Peco-Adelphia, ensuring accurate invoicing, adherence to company policies, and timely account reconciliations. Customer Service Specialist
New York, NY
S&L Plastics, Inc/ Aug 2001 to Apr 2002
Managed and resolved customer inquiries, ensuring high satisfaction by providing comprehensive product information and timely support, while maintaining accurate records of all interactions in S&L Plastics, Inc's CRM system. Customer Financial Specialist
New York, NY
Dun & Bradstreet/Cisco Systems/ Apr 2000 to Jul 2001 Managed and analyzed customer financial portfolios, ensuring compliance with credit policies and mitigating risk for Dun & Bradstreet/Cisco Systems, while fostering strong client relationships and optimizing financial transactions. Customer Care Team Leader
Paramus, NJ
AT&T Wireless/ Dec 1998 to Apr 2000
Spearheaded a customer service team at AT&T Wireless, where I optimized team performance and customer satisfaction by implementing strategic initiatives, streamlining communication processes, and providing expert-level support for complex customer inquiries and issues.
Shift Supervisor
Hackensack, NJ
IDT International/Net/ Feb 1994 to Dec 1998
Oversaw daily operations and led a team of 15 employees, ensuring efficient workflow and adherence to company standards while maintaining high levels of customer satisfaction at IDT International/Net.
Dispatcher
New York, NY
Blue Bird Taxi Service/ Aug 1991 to Jan 1994
Efficiently coordinated and dispatched a fleet of 50+ taxis, optimizing routes and response times while ensuring exceptional service standards and customer satisfaction at Blue Bird Taxi Service.
EDUCATION AND TRAINING
Bachelor of Business Administration: Business Administration/Management Pace University May 1998
New York City, NY
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