Customer Service Support Specialist
Resume:
Stephanie Wright
Indianapolis, IN *****
************@*****.***
Professional Summary
I am currently looking for a full-time position in an office environment where I can make a real impact and make use of my customer service skills, my writing ability if possible, and the decades of experience I have working with Windows and Microsoft Office. In the years 2003 through 2014, I was a stay-at-home mother raising a child with special needs.
Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Data Entry Specialist
Insight Global-Indianapolis, IN
March 2024 to April 2025
This position involved gathering data from both legacy and SAP systems as well as other resources in order to prepare residential utility accounts for billing. It required consistency, knowledge of Microsoft Excel and excellent attention to detail. I enjoyed this position and the people I was working with. I left this position because the end of the contract had been reached. I was two of ten chosen to complete three extra contract extensions.
Intake Support Specialist
Intake Processing - Indiana Attorney General’s Office, Consumer Protection Division-Indianapolis, IN March 2021 to February 2024
My responsibilities included handling consumer complaints, from the initial phone call to the point at which they are assigned a mediator or directed to another agency. I was the only employee in my group trained to handle every aspect of the initial Intake process and was always eager to accept new responsibilities. I put into place several new processes within our group that increased our efficiency and was offered the position of Interim Intake Manager in 2022.
Intake Support Specialist
Indiana Attorney General’s Office, Consumer Protection Division - The Registry-Greenwood, IN August 2020 to March 2021
This position was through a temporary service, The Registry.
My responsibilities included coding consumer complaints in SalesForce, printing the letters associated with those complaints and preparing them for mailing. I was also responsible for printing special letter requests if a complaint did not include all the required information when it was initially reviewed. This position became available due to a state employee being on maternity leave. However, I was able to really assist them in getting the outstanding complaint numbers down. They extended my contract with them three times, well after the state employee returned. I was also issued a laptop and advised that I would be permitted to work from home two days a week coding complaints. It was a very rewarding experience.
Benefits Eligibility Specialist
Marion All Star Staffing - Conduent-Beech Grove, IN April 2019 to June 2020
Responsible for taking up to 60 calls per day from benefit recipients, updating multiple database systems in order to keep Medicaid, SNAP and TANF Assistance cases up to date with current information via information received over the phone and via a document center. This position required a six-month training course in order to start as well as ongoing training for new systems and technology due to the extremely complicated state regulations for these programs. C
Client Services Coordinator
Eagle Financial Group-Frisco, TX
June 2018 to March 2019
Responsible for maintaining existing client accounts in a Microsoft Office environment which included processing new client information, contacting clients to determine if required documents have been received and/or mailed, maintaining contact with field agents in order to coordinate services and completing daily task lists within Microsoft Access per company policy.
Customer Service Representative
The Glasby Group, Electronic Transaction Consultants-Richardson, TX June 2016 to May 2018
Responsible for answering between 60-90 incoming customer service calls per day as well as making any necessary follow-up outbound calls. Duties also included responding to incoming emails within specific timeframes, adhering to highly specific quality control standards over the phone, as well as producing thorough documentation of each call via accurate notes left on file. While in this position, I was able to consistently exceed production requirements on a daily basis, sometimes taking double the amount of calls of the average CSR in my group while also maintaining the rigid quality assurance standards set by the client. I also received dozens of customer compliments on my skills as a customer service agent. This position required a great deal of flexibility as well as the ability to deescalate those customers who have unresolved issues. In addition, it required a significant amount of data entry, as the position requires updating customer accounts and accepting credit card payments for prepaid accounts and existing invoices. Education
Certificate in Medical Transcription
The Andrews School - Oklahoma City, OK
March 2004 to October 2004
High school diploma
Penn - Mishawaka, IN
August 1986 to May 1989
Skills
• Communication skills
• Customer service
• CRM software
• Photo editing
• Microsoft Access
• Microsoft Word
• Medical terminology
• Microsoft Office
• Legal research
• Benefits administration
• Phone etiquette
• Organizational skills
• Marketing
• Excellent customer service skills. Creative and technical writing, SalesForce, Microsoft Word, Microsoft Excel, Adobe photo editing and various graphic web design applications, data entry, social media promotion on Facebook and Twitter platforms, typing, filing, answering phones, greeting clients.
• Windows
• Graphic design
• Typing
• EMR systems
• Computer skills
• Front desk
• Salesforce
• Microsoft Excel
• Web design
• Time management
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