Stephen Stone
Conyers
Summary
Dynamic customer service professional with extensive experience at Engage XM and Agero. Proven track record in complaint resolution and scheduling, enhancing customer satisfaction through effective communication and adaptability. Recognized for exceeding service standards and fostering positive client relationships, consistently delivering exceptional support in fast-paced environments.
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
Engage XM
02.2025 - Current
- Responded to customer requests for products, services, and company information.
- Delivered prompt service to prioritize customer needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Roadside Assistance Dispatcher
Agero
07.2023 - 11.2024
- Facilitated communications between customers and field personnel to answer questions or resolve concerns.
- Received new orders, prepared documentation, and assigned personnel.
- Provided customers with information on products and services.
- Scheduled and organized delivery routes.
- Preserved accurate records of dispatched orders, deliveries and receipts.
- Utilized customer feedback to improve customer service.
- Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.
Shift Manager
RaceTrac
09.2015 - 06.2022
- Tracked receipts, employee hours, and inventory movements.
- Cooperated with coworkers to improve customer experience and manage storefront.
- Worked closely with team members to schedule breaks and shifts to meet state regulations.
- Supervised employees and oversaw quality compliance with company standards for food and services.
- Trained and mentored new employees to maximize team performance.
- Excelled in every store position and regularly backed up front-line staff.
- Exercised composure under pressure and in escalated customer service scenarios.
- Adhered to company standards and compliance requirements for operations and cleanliness of areas.
- Advised new employees on company procedures and policies to facilitate daily tasks and responsibilities.
Customer Service Representative
Aloricairvine
11.2016 - 06.2017
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Maintained up-to-date knowledge of product and service changes.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Met customer call guidelines for service levels, handle time and productivity.
Customer Service Representative
Arise
04.2010 - 07.2015
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Responded proactively and positively to rapid change.
- Increased efficiency and team productivity by promoting operational best practices.
- Promptly responded to inquiries and requests from prospective customers.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Education
No Degree - Business Administration And Management
University of Miami
Miami, FLHigh School Diploma -
Miami Northwester Senior High School
Miami, FL06-1979
Skills
- Scheduling
- Account updating
- Complaint resolution
- Appointment scheduling
- Retail sales customer service
- Adaptability and flexibility
- Documentation
- Call center experience
Timeline
Customer Service Representative
Engage XM
02.2025 - Current
Roadside Assistance Dispatcher
Agero
07.2023 - 11.2024
Customer Service Representative
Aloricairvine
11.2016 - 06.2017
Shift Manager
RaceTrac
09.2015 - 06.2022
Customer Service Representative
Arise
04.2010 - 07.2015
No Degree - Business Administration And Management
University of Miami
High School Diploma -
Miami Northwester Senior High School