Open To Work
STEPHANIE WILLIAMS
Secureone Financial
Tijuana
Work Preference
Desired Job Title
Customer Service Representative / Appointment SetterCustomer Service RepresentativeLicensed Practical Nurse (LPN)Sales Agent
Location Preference
Remote
9
Years of experience
Motivated and personable Customer Service and Sales Specialist with 5+ years of experience delivering outstanding support via phone, email, and chat. Demonstrated success in appointment scheduling, conflict resolution, billing support, and account management. Known for building strong client relationships, resolving issues efficiently, and maintaining a calm, professional demeanor. Passionate about exceeding customer expectations and contributing to team goals in fast-paced environments.
Work History
Sales Agent
1 Year 3 Months- Developed and maintained strong client relationships to enhance customer satisfaction.
- Identified client needs and recommended tailored financial solutions to achieve sales targets.
- Conducted comprehensive market research to inform product offerings and sales strategies.
- Led training sessions for new sales agents, improving team performance and knowledge retention.
Customer Service Representative / Appointment Setter
1 Year 9 Months- Handled a high volume of inbound and outbound calls to support customers with service inquiries, troubleshooting, and account updates.
- Scheduled and confirmed appointments for sales consultations, technical services, and customer follow-ups.
- Provided detailed product and service information, helping customers make informed decisions and ensuring satisfaction.
- Accurately processed billing adjustments, refunds, and credit card payments using secure systems.
- De-escalated complaints and resolved conflicts by actively listening, identifying concerns, and providing appropriate solutions.
- Maintained up-to-date records of customer interactions and service transactions in the CRM system.
- Met and exceeded key performance indicators (KPIs), including call resolution time, customer satisfaction, and appointment conversion rates.
- Collaborated with cross-functional teams to improve customer experience and streamline support processes.
- Remote
- Resolved customer inquiries efficiently using CRM software, enhancing overall customer satisfaction.
Customer Service Representative
3 Years- Delivered comprehensive support to customers across multiple channels, assisting with inquiries, account issues, product questions, and service requests.
- Scheduled, confirmed, and followed up on appointments for service calls, consultations, and product demos, coordinating calendars for internal teams.
- Assisted customers with billing questions, processed credit card payments, explained charges, and offered flexible payment options to ensure satisfaction.
- Handled complex customer complaints and escalations with professionalism, resulting in improved customer retention and satisfaction.
Licensed Practical Nurse (LPN)
1 Year 10 Months- Provided hands-on nursing care, including monitoring vital signs, assisting with hygiene, and administering medication under physician supervision.
- Built strong rapport with patients and families by delivering clear, compassionate communication and addressing concerns promptly.
- Scheduled patient checkups, coordinated transportation services, and supported timely access to care, demonstrating strong appointment management skills.
- Collected and processed lab specimens, ensured accurate documentation, and maintained detailed records in accordance with medical protocols.
Education
Associate of Science - Practical Nursing
High School Diploma
Skills
Customer Service: Adept at managing high volumes of inquiries across phone
email
and chat with professionalism and care.
Conflict Resolution: Skilled in de-escalating customer frustrations and resolving issues to ensure satisfaction.
Communication: Strong verbal and written communicator
able to simplify complex information clearly.
Appointment Setting: 2+ years scheduling
confirming
and managing appointments with accuracy and timeliness.
Technical Proficiency: Proficient in CRM and ticketing systems such as Zendesk
Salesforce
and Freshdesk.
Billing & Payments: Experienced in handling credit card payments
processing refunds
and resolving billing concerns.
Data Entry: Fast and accurate with data input
account updates
and documentation within internal systems.
Problem-Solving: Quick to identify issues
evaluate options
and provide efficient
customer-focused solutions.
Multitasking: Able to manage multiple customer interactions simultaneously while maintaining service quality.
Time Management: Strong organizational skills with the ability to meet deadlines and prioritize urgent tasks.
Product Knowledge: Quick to learn and retain service/product information to better assist and upsell to customers.
Team Collaboration: Works well with others
supporting team objectives and contributing to a positive work environment.
Adaptability: Flexible and able to adjust to changing procedures
new tools
and fast-paced environments.
Customer Retention: Focused on long-term customer satisfaction and loyalty through personalized support.
Client relations
Customer assistance
Technical support
Objection handling
Sales strategies
Lead generation
CRM software usage
Cold calling
Demonstrating products
Cross-selling techniques
Brand awareness
Sales strategy development
Leads generation
Product and service knowledge
LANGUAGES
English – Native
Spanish – Beginner (A1)
Timeline
Sales Agent
Secureone Financial
03.2025 - CurrentRead More
Customer Service Representative / Appointment Setter
Smart Connect
04.2023 - 01.2025Read More
Customer Service Representative
Shop LC Liquidation channel
08.2019 - 08.2022Read More
Licensed Practical Nurse (LPN)
May Pen Hospital
02.2017 - 12.2018Read More
James Madison High School
High School Diploma
Read More
Career Academy of Professional Studies
Associate of Science from Practical Nursing
Read More