Stephanie Cox

182 Clinton Ave, 1st Fl, New Haven, United States, 06513 • - • - Stephanie Cox Customer Service/Data Entry Customer Service/Data Entry professional with 17 years of experience providing exceptional service and support in high-pressure environments. Demonstrated expertise in team collaboration, problem-solving, and confidentiality compliance, ensuring efficient and effective operations. Proven ability to manage crisis situations, schedule appointments, and maintain meticulous attention to detail, aiming to leverage skills for continued success. EMPLOYMENT HISTORY 211 Info Line/ Housing Crisis Call Specialist United Way of Connecticut, Rocky Hill, CT — Sep 2020 - Jun 2024 Assist Connecticut residents in crisis via calls, chats, and emails, providing vital information and referrals. Document all communications to ensure continuity and effective follow-up. Coordinate with team members using Microsoft Teams and email for seamless service delivery. Schedule appointments for Homeless Services and act as a mandated reporter for child and adult protective services. Apply HIPAA training to maintain confidentiality and privacy in all interactions. Call Center Representative Logisticare Solutions, North Haven, Ct — Sep 2015 - Aug 2017 Provided superior customer service to clients, addressing inquiries and resolving issues promptly. Entered transportation requests accurately into LogistiCare's system, ensuring data integrity. Performed gatekeeping functions for trip authorization, maintaining compliance with protocols. Documented and resolved complaints, enhancing customer satisfaction and retention. Researched and solved transportation-related problems, improving operational efficiency. Telemarketing Call Center Representative Lester Inc, East Haven, CT — May 2013 - Jun 2015 Managed outbound and inbound phone campaigns, meeting client requirements and enhancing customer satisfaction. Increased client retention through effective communication and problem-solving. Utilized CRM software to track and improve campaign performance, achieving measurable results. Collaborated with team members to optimize call scripts and strategies, boosting overall efficiency. Customer Service Agent ACS Sprint Call Center, Portland, OR — Jan 2010 - Jun 2010 Handled high-volume outbound calls to obtain records, ensuring adherence to call center metrics. Maintained call quality standards, resulting in improved customer satisfaction scores. Provided technical assistance for customer devices, resolving issues promptly. Demonstrated strong computer proficiency, meticulously adhering to call center guidelines and maintaining high standards of call quality. Office Assistant II Act 1 - Sacramento DSS , Sacramento, Ca — Nov 2007 - Jun 2008 Provided empathetic assistance to diverse clientele, clarifying procedures and ensuring comprehensive understanding of available services in the Sacramento County Welfare Office. Ensured accurate data entry of confidential information into statewide system, maintaining strict privacy protocols and data integrity. Facilitated interdepartmental communication, streamlining processes and enhancing overall operational efficiency within the organization. SKILLS Team Collaboration Problem Solving Confidentiality Compliance Communication Skills Appointment Scheduling Crisis Management Time Management Multitasking Conflict Resolution Attention to Detail Customer Relationship Management Research Customer Support Empathy Active Listening Quality Assurance Analytical Thinking Organizational Skills Adaptability EDUCATION High School Diploma Ocotillo Community High School, El Centro, Ca — Jun 1999 - Jan 2001