Stacie Romero
Customer Service Representative
San Pedro,CA
Summary
Dynamic and results-driven professional with over 10 years of experience spanning customer service, human resources, and data analysis. Proven track record of delivering exceptional service while managing complex HR functions and utilizing data-driven insights to improve business operations. Skilled in building strong client relationships, optimizing team performance, and leveraging analytical tools to drive process improvements. Known for strong communication, problem-solving abilities, and a strategic mindset in driving organizational growth and employee satisfaction.
Overview
7
7
years of professional experience
Work History
Customer Service Banker
U.S. Bank
08.2023 - Current
- Provide exceptional customer service through phone, email, and chat, assisting clients with inquiries, transactions, and troubleshooting in a professional and efficient manner.
- Process a wide range of transactions remotely, including deposits, withdrawals, funds transfers, and bill payments, ensuring high accuracy and security in all interactions.
- Assist in identifying and resolving suspicious account activity by adhering to security protocols and educating customers on best practices to protect their accounts and personal information.
- Met and exceeded performance targets for customer satisfaction, issue resolution time, transaction accuracy, and cross-selling efforts, while tracking daily metrics and reporting results to management.
- Achieved a customer satisfaction score of 97%, consistently receiving positive feedback for timely and effective resolutions in a remote work environment.
Fact Finding Analyst
Employment Development Department - Maximus
12.2021 - 02.2023
- Led comprehensive fact-finding interviews with claimants, employers, and third-party witnesses to gather information for unemployment insurance, disability claims, and other state benefits.
- Successfully processed and resolved an average of 50 cases per week with a 95% accuracy rate in determining eligibility.
- Reviewed and analyzed claim documentation, including employment records, medical reports, and wage statements, ensuring accurate and thorough data collection to assess eligibility.
- Recognized for exceptional customer service and promoted to team lead contributing to a 90% improvement in compliance with state and federal regulations across claim processing.
- Interpreted and applied relevant state and federal laws (e.g., UI, SDI) to evaluate claims, resolving discrepancies and ensuring that all cases met legal standards and deadlines.
HR Administrator
Roadex America Logistics
01.2020 - 11.2020
- Oversaw hiring, staffing, and labor law compliance.
- Streamlined HR efficiencies, coordinated new hire orientations and provided onboarding and training for In-Office and Commercial drivers weekly
- Oversaw exit interviews and off-boarding process for resigned and terminated employees.
- Administered compensation and benefit plans such as CalSavers IRA, medical, dental and vision benefit packages.
- Provided support to employees in various HR related topics such as leaves , workers compensation, various support and resolved any issues
- Enhanced job satisfaction by resolving issues promptly, applied new perks/ benefits, organized team building activities and company-wide events designed to boost employee morale.
- Utilized Commercial driver databases such as Emodal, Trinium, Simplex, Intermodal Transmission etc
- Improved organizational filing systems for confidential employee records, resulting in improved accessibility and efficiency.
- Assisted with all COVID - 19 related protocols and tracking suspected or confirmed cases of COVID-19 in the workplace
- Updated HR databases such PAYCOM and ER files with new employee information, changes in benefits and other details.
Administrative Assistant
Roadex America Logistics
11.2018 - 01.2020
- Performed general office duties including answering multi-line phone system, routing calls , filing paperwork, delivering mail , etc
- Assisted internal staff such as Accounts payable and Human Resources with clerical and administrative needs to maximize efficiency and team productivity
- Managed office inventory and placed purchase orders to maintain adequate stock levels
- Prepared packages for shipment, pickup and courier services for prompt delivery to customers
- Maintained staff directory and company policy handbook for Human Resource department
- Monitored premises, screened visitors, updated logs and issued passes to maintain security
- Assisted internal staff such as Account payable and Human Resources with clerical and administrative needs to maximize efficiency and team productivity
- Uploaded PODS onto Trinium and Flexport for Vendors
Member Service Representative
YMCA
06.2017 - 01.2019
- Assisted members with correcting account, service and system issues by education required forms and technical processes
- Maintained accurate and current customer account data with manual forms processing and digital information updates
- Completed training and worked effectively under high pressure client services environments
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions
- Achieved and consistently exceeded revenue quota through product and service promotion
- Handled approximately 50 calls per day, including new sign ups, service cancellations and cross selling opportunities
- Recruited and screened qualified potential employees
- Followed up with customers regularly via phone and email to obtain payments and schedule services.
Education
High School Diploma -
Mira Costa High School
Manhattan Beach, CACurrent
Some College (No Degree) -
El Camino College
Torrance, CASkills
- CRM Software Proficiency
- Conflict Resolution
- Active listening
- Project management
- Excel and Data Visualization
- Self Management
- Flexible and adaptable
- MS Excel
- Microsoft office
- Data research and validation
- HRIS
Timeline
Customer Service Banker
U.S. Bank
08.2023 - Current
Fact Finding Analyst
Employment Development Department - Maximus
12.2021 - 02.2023
HR Administrator
Roadex America Logistics
01.2020 - 11.2020
Administrative Assistant
Roadex America Logistics
11.2018 - 01.2020
Member Service Representative
YMCA
06.2017 - 01.2019
Some College (No Degree) -
El Camino College
High School Diploma -
Mira Costa High School
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