Victoria Stephens

• Responded to high-volume inbound phone calls and emails, addressing inquiries related to products, order tracking, placing new orders, and resolving customer issues.
• Processed a large volume of product orders with accuracy and efficiency.
• Issued credits and resolved invoice discrepancies, ensuring timely and accurate billing.
• Managed a portfolio of client accounts, including international clients, providing consistent support and fostering long-term relationships.
• Utilized Salesforce, Microsoft Office applications, and JD Edwards ERP system extensively for daily operations, order management, and customer communication.
• Handled escalated customer concerns professionally, delivering effective solutions while maintaining a high standard of service.
• Provided detailed product knowledge and recommendations tailored to individual customer needs.
• Assisted customers with navigating the company website and placing online orders, enhancing the overall user experience.
• Maintained composure and professionalism in high-pressure situations, effectively managing conflicts and disputes.
• Built strong rapport with customers through active listening and personalized service, contributing to increased client satisfaction and retention.
• Maintained detailed records of all client interactions for accurate reporting purposes and data-driven insights into future strategy development efforts.
• Strengthened client relationships by providing exceptional account management and timely issue resolution.
• Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
• Set and achieved company defined sales goals.

Customer Service Representative / Call Center Support

• Provided prompt, friendly, and professional assistance to customers via phone, email, and outbound follow-ups.
• Answered customer inquiries, addressed concerns, and provided accurate information about services and appointments.
• Scheduled and managed client appointments and reservations efficiently using internal booking systems.
• Handled a high volume of inbound and outbound calls in a call center environment, maintaining a positive and solution-oriented approach.
• Maintained detailed records of customer interactions, including complaints and resolutions, ensuring accurate documentation and follow-up.
• Resolved customer issues with professionalism and empathy, enhancing customer satisfaction and loyalty.
• Followed established call center scripts and guidelines to maintain consistency and high-quality service delivery.
• Managed and updated customer accounts, ensuring data accuracy and timely communication.
• Conducted customer service surveys to gather feedback and identify areas for improvement.
• Collaborated with team members and supervisors to meet service goals and improve operational efficiency.

Customer Support Specialist / Inbound Call Center Representative

• Managed and maintained customer accounts, ensuring up-to-date records and accurate information.
• Greeted and engaged customers with a friendly, professional demeanor to create a positive first impression.
• Resolved customer issues efficiently by identifying root causes and delivering effective solutions.
• Handled high volumes of inbound calls, responding to inquiries and addressing a wide range of concerns.
• Provided troubleshooting support for company applications, guiding users through technical issues and escalating when necessary.
• Delivered consistent, high-quality service while adhering to company policies and performance metrics.

• Performed receptionist duties, including greeting visitors, answering phones, and directing inquiries in a professional and courteous manner.
• Monitored and logged all site activity in a detailed Daily Activity Report (DAR), including officer rounds, incidents, and visitor entries.
• Maintained access control by tracking all personnel and visitors entering or exiting the premises, ensuring only authorized individuals were allowed on-site.
• Responded to calls and assisted with problem-solving related to building access, deliveries, and general inquiries.
• Enforced site security protocols and company policies to maintain a safe and secure environment.
• Conducted periodic patrols of the facility to identify and report safety or security hazards.
• Acted as a liaison between visitors, security officers, and building management to ensure clear communication and issue resolution.
• Maintained a calm and professional demeanor during emergency situations, following appropriate escalation procedures when needed.
• Monitored surveillance systems and security alarms to detect unusual activity or breaches.
• Demonstrated strong interpersonal skills when interacting with diverse populations, ensuring a welcoming atmosphere for all visitors.

Customer Service & Front Desk Associate

• Scheduled service appointments efficiently, coordinating with staff to ensure timely and accurate bookings.
• Provided exceptional customer service by welcoming clients, offering refreshments, and ensuring a comfortable waiting experience.
• Performed front desk receptionist duties, including answering phones, directing inquiries, and managing walk-in traffic.
• Maintained a clean and organized front lobby area, contributing to a professional and welcoming environment.
• Acted as a liaison between customers and service staff to ensure smooth communication and service delivery.
• Demonstrated strong organizational and multitasking skills in a fast-paced setting.
• Relocated to Charlotte, NC

• Responsible for patrols on site
• Checking employees in and out of warehouse
• Knowledge of post orders
• Answering phones— being knowledgeable of the site and transferring calls when needed
• Front desk duties

• Processed and organized incoming and outgoing freight efficiently to maintain smooth warehouse operations.
• Scanned, printed, and applied labels to freight packages accurately, ensuring proper tracking and inventory control.
• Assisted with loading and unloading shipments, verifying quantities and inspecting for damage.
• Maintained accurate records of inventory movement using warehouse management systems (WMS).
• Coordinated with shipping and receiving teams to ensure timely dispatch and delivery of orders.
• Conducted routine inventory counts and reported discrepancies to supervisors.
• Operated forklifts and other warehouse equipment safely, adhering to company safety policies and OSHA regulations.
• Maintained a clean and organized work area to promote safety and efficiency.
• Assisted with packing, sorting, and staging products for shipment or storage.
• Collaborated with team members to meet daily productivity goals and deadlines.

• Efficiently picked and packed customer orders with accuracy and attention to detail to meet strict productivity and quality standards.
• Prepared and shipped freight, including loading trucks and verifying shipment accuracy to ensure timely delivery.
• Operated warehouse equipment such as pallet jacks and forklifts in compliance with safety guidelines.
• Conducted regular quality checks to ensure items were correctly packed and labeled according to company protocols.
• Assisted in inventory management by scanning and tracking items using handheld devices and warehouse management systems.
• Maintained a clean and organized work environment to support safety and operational efficiency.
• Collaborated with team members and supervisors to achieve daily targets and resolve operational issues promptly.
• Adhered to Amazon’s safety policies and procedures to promote a secure workplace.

• Delivered exceptional food and beverage service during banquets, conferences, weddings, and special events, ensuring guest satisfaction.
• Set up banquet rooms according to event specifications, including arranging tables, chairs, linens, and table settings.
• Assisted in coordinating with kitchen and catering staff to ensure timely and accurate delivery of menu items.
• Provided attentive, courteous service by taking orders, serving food and beverages, and promptly addressing guest requests.
• Managed buffet lines and stations, replenishing items and maintaining cleanliness throughout the event.
• Collaborated with event coordinators and other staff to facilitate smooth event execution and resolve any issues promptly.
• Monitored guest needs during events, anticipating and fulfilling requests to enhance the overall experience.
• Maintained compliance with health, safety, and sanitation standards at all times.
• Assisted with post-event breakdown, including clearing tables, packing equipment, and cleaning banquet areas.
• Handled cash and processed payments when required, ensuring accuracy and accountability.
• Provided training and support to new banquet staff as needed.