Stephanee Gower
Menifee
Summary
Customer care professional with solid background in managing and improving customer service operations. Adept at identifying and resolving issues to improve customer satisfaction and loyalty. Highly focused on team collaboration and achieving consistent results, with flexible approach to changing needs. Proven skills in leadership, communication, and problem-solving.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Customer Care Lead
Nordstrom
02.2018 - 01.2025
- Provided real time escalation support to our front-line Customer Care Agents via Phone, Chat, and Email
- Assisted with a variety of contact types and channels, flexing between customer, front line and external business partner contacts throughout a shift
- Developed and maintain knowledge of current functions of the Contact Center including, processes and procedures
- Accepted follow up customer contacts and set and record a date for resolution
- Raised contact driver concerns to the leadership team in a timely manner
- Processed orders from customers via telephone calls or live chat and enter data into order entry system
- Provided customers with critical product information that ensures customer satisfaction
- Successfully troubleshot and resolved all customer service inquiries or issues arising from Internet and catalog
- Tracked customer packages
- Optimized resources allocation during peak periods, maintaining high levels of customer service even under pressure.
Customer Care Specialist
Nordstrom
10.2015 - 02.2018
- Handled high volume of calls in an efficient and effective manner
- Answered customer questions regarding account information, order status, return status, product information, policies, procedures, site navigation and time frames
- Accurately log all handled calls and calculate price adjustments, when applicable
- Liaise with Nordstrom Credit and shipping carriers
- Followed through with service commitments made to members with a sense of urgency
- Engaged in open communication with different levels of leadership
- Immediately reported all issues with programs or accessories used to complete daily duties
- Maintain company and customer confidentiality
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Verified accuracy of customer account information and updated when necessary.
Inside Sales Representative
Time Warner Cable
03.2015 - 10.2015
- Conducted proactive consultative needs analysis with new and existing customers including the development of client centric product solutions
- Answered inbound residential customer calls, covering a full range of services, including obtaining all information necessary for resolution of transactions
- Achieved all sales standards set for the department by following the established departmental policies and procedures
- Demonstrated full understanding of current marketing campaigns and offerings and has the ability to communicate them clearly to customers at every sales opportunity
- Provided quality customer service over the phone, including information regarding products and services, billing, repair, collections and other types of inquiries
- Responded to customer complaints in a professional manner; attempts to resolve complaints successfully and upsell in accordance with established guidelines
- Increased sales revenue by building strong relationships with clients and providing insightful product recommendations.
Customer Service Representative
Burnett Staffing
02.2012 - 05.2013
- Answered multi line phone system
- Entered daily time sheet for warehouse employees
- Entered/edited sales orders
- Created sales folders
- Filed customer invoices
- Entered and distribute daily sales order report
- Directed all incoming mail
- Ordered office supplies
- Coordinated the shipping of important documents to various companies
- Trained employees on Verticent software
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Education
BS - Environmental Science
University of Phoenix
Dallas, TX06.2013
AA - Human Services Management
Axia College
Dallas, TX01.2011
Skills
- Microsoft Outlook
- Microsoft Excel
- Microsoft Word
- Data entry
- Microsoft Powerpoint
- Data Analysis
- Call center experience
- Escalation handling
- Customer service
- Time management
- Inbound customer service
- Decision-making
Certification
Google Data Analytics
Timeline
Customer Care Lead
Nordstrom
02.2018 - 01.2025
Customer Care Specialist
Nordstrom
10.2015 - 02.2018
Inside Sales Representative
Time Warner Cable
03.2015 - 10.2015
Customer Service Representative
Burnett Staffing
02.2012 - 05.2013
AA - Human Services Management
Axia College
Google Data Analytics
BS - Environmental Science
University of Phoenix
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