Supervisor

STEPHANIE SARAH GODFREY

Mobile: 870-***-**** ~ E-mail: ******************@*****.***

EXECUTIVE SUMMARY

Accomplished and results-oriented manager. Committed to customer satisfaction and team building with overall success. Highly adaptive professional who can adopt new technology, work with a variety of people and resourceful in pivoting with unexpected challenges and organizational changes. Strong proclivity for statistics and resource management. PROFESSIONAL EXPERIENCE

Pearl Interactive Network Remote, USA

Call Center Support December 2021-December 2025

Supervisor

• Supervised up to 16 CSRs, including specialty teams and escalations, coached on quality, KPIs, attendance, goal completion, assignments, and performance requirements.

• Analyzed call data and operational data to develop and improve SOPs and trained CSRs on SOPs and policies. Upheld standards and goals of the company and the contract, meeting goals.

• Created reports and presented to client to improve coaching and learning opportunities, as well as call handling and escalations. And participated in interview and hiring processes.

• Responsible for day-to-day operations in coordination with Program Manager to ensure efficient processes and high-quality service. Contract specific backup for Program Manager.

• Support strategic planning and execution of operations initiatives, ensuring compliance with client and company.

• Handled any escalated calls from customers to help resolve complex issues.

• Conducted call evaluations, created reports, maintained metrics, and coached on issues. Absolute HCBS Gilbert, AZ

Direct Support Care for Children and Adults June 2021-August 2025 Direct Support Professional

• Provided habilitation and respite care for children with Autism Spectrum Disorder.

• Provided life and behavior skill training and development: personal hygiene, proper social behavior/skills, emotional and behavioral regulation, adaptive skills, time/task management, and communication skills.

• Certified in CPR and Basic Life Saving Skills and First Aid, Article 9. Pioneer Cardiovascular Consultants Tempe, AZ

Multi Doctor Cardiologist Practice February 2021-December 2021 Referrals Coordinator

• Aquire referrals from Primary Care Providers, verifying insurance, scheduling appointments.

• Front Desk support: checking in/out patients, end of day coordination, scheduling, taking copays.

• Pacemaker Clinic: project management, organizing patient schedules, billing visits, remote monitoring, coordination with Doctors on follow up care.

• Authorizations: gaining prior authorization for testing and hospital procedures. Pearl Interactive Network Tempe, AZ

Call Center Support March 2020-July 2020

Lead Customer Service Representative

• Floor support for on-phone agents, troubleshooting, technical issues, team building and employee engagement.

• Customer service, call escalations, technical knowledge and support, knowledge base of tools and supplemental training.

• Support Supervisor in coaching, metrics, and KPI support, engagement support. Education At Work Tempe, AZ

Call Center Support August 2018-March 2020

Technical Support Specialist/Trainer

• Inbound calls for technical support dealing with cable and internet issues.

• Created training and training new hires on project, tools, and soft-skills.

• Employee engagement and retention. Head of employee council board.

• Project management and development of incentivized engagement programs. Baxter Health Mountain Home, AR

Hospital October 2016-April 2018

PreOp Coordinator

• Coordinated patients and families during surgery, including checking in patients, getting them to PreOp, signing in and keeping families up-to-date in accordance with HIPPA laws.

• Communicate and coordinate with multiple departments with high call volume. The Church of Jesus Christ of Latter Day Saints Mountain Home, AR Church Organization January 2014-June 2017

Young Women Summer Camp Director

• Coordinate yearly summer camp for a week long camping trip for girls aged 12-18, averaging 80-100 girls and 20-40 adults.

• Arrange volunteers, coordinate training and assignments, create and maintain budgets, location and facilities coordination. Meal planning and supply acquisition.

• Develop growth and learning opportunities for attendees, ran day-to-day operations at camp. And created engagement opportunities for attendees.

EDUCATION

Arizona State University Phoenix, AZ

Bachelor of Science in Integrative Health (GPA 3.83) May 2021 Cum Laude, Dean’s List, emphasis in management, project management, team building

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