Customer Service
Resume:
Stephenie Born
Kountze, TX *****
*********.****@****.***
Professional Summary
Dedicated professional with over 20 years of experience in leadership, customer service and team development across healthcare and education sectors. Proven track record as a Supervisor Service Operations driving team performance and exceptional customer service in high pressure environments. Skilled in managing operations, mentoring staff and implementing process improvements. Adept at fostering inclusive, collaborative teams and delivering results. Work Experience
Supervisor, Customer Service
CVS Health-Georgetown, TX
September 2025 to Present
• Supervised a team of 13 call center representatives.
• Reviewed daily operations to ensure compliance with healthcare regulations and alignment with CVS’s mission.
• Implemented performance metrics to improve call resolution rates by 10%.
• Coached and mentored team members to exceed metrics.
• Managed escalated member inquires and collaborated with leadership to address team challenges. Senior Service Advocate
CVS Health-Georgetown, TX
December 2021 to September 2025
• Provided enhanced customer support for pharmacy and healthcare services. Resolved 50+ daily inquiries across chat platforms, email, phones and correspondence.
• Trained and assisted in onboarding for 20+ new advocates and developed training materials.
• Analyzed member feedback to identify trends, contributing to a 15% improvement in service delivery.
• Demonstrated adaptability in high-volume environments consistently exceeding performance metrics. Lead Teacher
Shoreline Learning Center-Austin, TX
February 2014 to December 2021
• Led a team of teachers in designing and implementing educational programs for children ages 6 weeks
- 2 years old.
• Developed individualized learning plans and coordinated parent teacher conferences and developmental goals planning.
• Managed classroom operations including scheduling and compliance with licensing regulations. Lead Teacher
Harte Hanks Child Care-Austin, TX
February 2011 to February 2014
• Oversaw curriculum development and delivery for 50+ children ages 6 weeks - 5 years.
• Acted as an Assistant Director creating schedules, tracking trainings and licensing compliance for 12 staff members.
• Maintained detailed records for developmental progress and conducted parent teacher conferences. Education
Early Childhood Education (Associate's degree)
Austin Community College-Austin, TX
August 2019 to May 2020
Skills
• Critical Thinking
• Salesforce
• Phone etiquette (10+ years)
• Leadership
• Attention to detail
• Phone call management
• Problem-solving
• Live chat
• Performance management
• Relationship building
• Phone customer support
• Customer-centric metrics analysis
• Improving customer support response time - Customer support response time improved (6-10%)
• Time management
• Microsoft Word
• Email customer support
• Retention metrics analysis
• Customer interaction metrics
• Microsoft Teams
• Customer issue escalation
• Customer service
• Communication skills (10+ years)
• Conflict management
• Customer support experience within healthcare industry
• Customer support - Customer support experience (6-10 years)
• Mentoring
• Individual consumer customer service
• Managing teams in a customer support role - Largest customer support team managed (16-20 team members)
• Call center experience
• Call center agent experience
• Client communication
• Microsoft Office (10+ years)
• Organizational skills (10+ years)
• Team Leadership
• Customer service manager experience
• Customer feedback analysis
Certifications and Licenses
Driver's License
Child Development Associate Certification
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