Customer Service Manager and Escalations Specialist
Resume:
RICHARD STELWAGEN
Burleson, TX *****
**********@*********.***
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
• Customer service operations
• Customer relationship management
• Customer service
• Issue resolution
• Handling escalations
• Quality assurance controls
• Sales proficiency
• Process improvement
• Team supervision
• Cross-functional collaboration
• Problem solving
• Decision-making
• Skilled multi-tasker
08/2000 to 06/2026
GLOBAL VIEWS
Dallas, TX
Customer Service Manager
• Managed customer service operations to enhance client satisfaction and loyalty.
• Supervised team performance to ensure efficient handling of customer inquiries.
• Provided exceptional customer service to ensure customer satisfaction.
• Resolved customer inquiries and complaints requiring management-level escalation.
• Assisted staff with resolving complex customer issues and implementing targeted solutions.
• Developed training programs for staff to improve service quality and effectiveness.
• Reviewed customer feedback and complaints to identify areas of improvement in customer service processes. Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
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Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
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• Collaborated with cross-functional teams to streamline communication and processes. Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
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Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes as necessary.
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• Recruited and trained new employees to meet job requirements.
• Resolved customer inquiries and complaints requiring management-level escalation. 06/1985 to 06/2000
FISHER SCIENTIFIC
Houston, TX
Customer Service Supervisor
• Supervised customer service team to ensure high-quality support.
• Managed customer inquiries and resolved issues effectively.
• Identified needs of customers promptly and efficiently.
• Trained staff on best practices and company policies.
• Executed daily tasks with precision and attention to detail. Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
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Clements High School, Sugar Land, TX
SUMMARY
SKILLS
EXPERIENCE
EDUCATION AND TRAINING
ACTIVITIES AND HONORS
• Little League President
• Pta President
• 30 years of coaching youth baseball
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