Stephen Stone
Conyers
Summary
Dynamic customer service professional with proven expertise at Engage CX, excelling in complaint resolution and CRM software proficiency. Recognized for enhancing customer satisfaction through effective communication and adaptability. Achieved service level goals while fostering collaborative environments, driving team productivity, and implementing best practices for operational excellence.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
Engage CX
02.2025 - Current
- Delivered prompt service, prioritizing customer needs to ensure satisfaction.
- Responded to customer requests for products and company information across various channels.
- Adhered to company policies, achieving call-time and quality standards consistently.
- Assisted a large volume of customers daily with professionalism and a positive attitude.
- Exhibited high energy when interacting with clients and staff, fostering a collaborative environment.
Roadside Assistance Dispatcher
Agero
07.2023 - 11.2024
- Facilitated communication between customers and field personnel to address inquiries and resolve issues.
- Received new orders, prepared documentation, and assigned personnel accordingly.
- Provided comprehensive information on products and services to enhance customer knowledge.
- Scheduled delivery routes to optimize efficiency and timely service.
- Maintained accurate records of dispatched orders, deliveries, and receipts.
- Utilized customer feedback to enhance quality of service provided.
- Coordinated daily schedules for optimal coverage, adapting to changing demands swiftly.
- Monitored GPS systems to track service vehicle locations and provide estimated arrival times.
Shift Manager
RaceTrac
09.2015 - 06.2022
- Tracked receipts, employee hours, and inventory movements to maintain operational accuracy.
- Coached team members to enhance performance and foster efficient workflows.
- Supervised daily operations to ensure service efficiency and customer satisfaction.
- Trained new employees on company policies and procedures, promoting adherence to standards.
- Resolved customer complaints promptly, enhancing service quality and experience.
- Monitored inventory levels, coordinating timely restocking to meet demand.
- Implemented safety protocols, ensuring secure work environment for staff and customers.
- Collaborated with coworkers to improve customer experience and manage storefront effectively.
Customer Service Representative
Aloricairvine
11.2016 - 06.2017
- Established collaborative service environments to enhance customer support efficiency.
- Maintained current knowledge of product and service updates.
- Provided timely responses to customer inquiries, assisting with product selection and order processing.
- Addressed customer concerns with empathy, resolving issues swiftly for superior experiences.
- Resolved service delivery issues identified through statistical analysis.
- Achieved customer call guidelines for service levels, handle time, and productivity metrics.
- Implemented effective training processes for customer service staff.
- Utilized CRM systems to track interactions and manage follow-ups.
Customer Service Representative
Arise
04.2010 - 07.2015
- Delivered exceptional customer service by leveraging extensive product knowledge and creating positive experiences.
- Resolved customer complaints effectively to ensure satisfaction and loyalty.
- Developed empathetic client relationships, exceeding service standard goals.
- Increased team productivity through promotion of operational best practices.
- Utilized CRM systems to track interactions and manage follow-up actions.
- Educated customers on product features and benefits to enhance understanding.
- Promptly responded to inquiries from prospective customers, addressing needs directly.
- Maintained accurate records of customer feedback to inform service enhancements.
Education
High School Diploma -
Miami Northwester Senior High School
Miami, FL06-1979
No Degree - Business Administration And Management
University of Miami
Miami, FLSkills
- Scheduling and appointment management
- Account management
- Complaint and issue resolution
- Customer service in retail sales
- Adaptability and flexibility
- Documentation skills
- Call center operations
- CRM software proficiency
- Communication skills
- Problem solving strategies
Timeline
Customer Service Representative
Engage CX
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
High School Diploma -
Miami Northwester Senior High School
No Degree - Business Administration And Management
University of Miami