Customer Experience Specialist

STEPHANIE KANZ

Edina, MN 612-***-**** **************@*****.***

PROFESSIONAL SUMMARY

Compassionate and results-driven Customer Service Specialist with extensive experience supporting clients in fast-paced, compliance-driven environments. Skilled in first contact resolution, data confidentiality, and empathic communication to enhance member satisfaction and loyalty. Adept at navigating complex systems, maintaining accuracy under pressure, and meeting and exceeding service standards. Proficient in Microsoft 365, working dual monitors, CRM tools, and remote support platforms.

CORE SKILLS

First Contact Resolution • Member & Provider Support • Confidentiality / HIPAA Awareness De-escalation & Empathy • Call Center Metrics & Performance Goals • Relationship building CRM & Data Accuracy • Cross-Department Collaboration • Microsoft 365 Google Suite PROFESSIONAL EXPERIENCE

Customer Experience Specialist — Delta Air Lines, Minneapolis, MN (May 2022 – July 2025) Delivered outstanding customer support using First Contact Resolution. Utilized multiple communication channels to deliver customer satisfaction. Handled sensitive travel and payment data with professionalism and confidentiality. Resolved high-volume, complex customer issues while maintaining empathy and composure. Collaborated across teams to identify process improvements and streamline service recoveries. Promoted a positive customer experience by providing accurate information and proactive solutions. Consistently met and exceeded performance metrics.

Hairstylist / Assistant Manager — Floyd’s 99 Barbershop, Minneapolis, MN (May 2015 – March 2020)

Provided exceptional personalized services and maintained client trust through attentive listening and confidentiality. Processed client data and transactions with accuracy and discretion. Promoted products and services tailored to client needs, driving repeat business and loyalty. Assisted in hiring, and training new stylists, ensuring high standards of service. EDUCATION

Associate of Applied Science, Culinary Arts and Hospitality Management — Art Institute Minnesota, Minneapolis, MN (2014)

Cosmetology License — Scot Lewis School of Cosmetology, Bloomington, MN (2001)

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