Timothy Stephens
Duluth
Summary
Customer-focused and results-driven Customer Service Manager with extensive experience in leadership, team development, and client relations. Adept at optimizing customer experiences, improving operational efficiency, and fostering high-performance teams. Passionate about delivering exceptional service and building long-term relationships to drive business success.
Overview
10
10
years of professional experience
Work History
Customer Service Manager
1216 Entertainment Company
02.2019 - Current
• Managed and trained a high-performing customer service team to deliver exceptional client experiences in the entertainment industry.
• Implemented customer engagement strategies that enhanced client satisfaction and increased repeat business.
• Resolved escalated customer concerns efficiently, maintaining a positive brand image.
• Collaborated with cross-functional teams to streamline operations and improve service quality.
• Monitored customer service metrics and adjusted strategies to improve performance and retention rates.
Supervisor
State Farm
04.2015 - 01.2019
• Led a customer service team in providing policyholder support, claims assistance, and coverage education.
• Developed training programs to enhance team knowledge of insurance products and customer service best practices.
• Assisted clients with inquiries, billing, and claims processing, ensuring a seamless experience.
• Identified areas for process improvement, resulting in increased efficiency and customer satisfaction.
• Built and maintained strong relationships with policyholders, contributing to customer retention and referrals.
Education
High School Diploma -
Shiloh High School
Snellville, GAAssociate of Arts -
University of Phoenix
Tempe, AZ01-2017
Skills
- Complaint resolution
- Staffing coordination
- Metric tracking
- Training and mentoring
- Customer service
- Team building
- Personnel training and development
- Client relations and retention
- Workflow management
- Customer relationship management software (CRM)
- Effective workflow management
- Training and coaching
Timeline
Customer Service Manager
1216 Entertainment Company
02.2019 - Current
Supervisor
State Farm
04.2015 - 01.2019
High School Diploma -
Shiloh High School
Associate of Arts -
University of Phoenix
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