Naomi r. Stokes

  • 11019 Calle Verde Drive Austin, TX 78759

SENIOR CUSTOMER SERVICE REPRESENTATIVE    

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Dynamic Customer Service expert with a strong background delivering complete client satisfaction in a broad array of challenging environments. Collaborative team leader and talented communicator experienced liaising with a widely diverse professional network.  Key contributor with a proven track record troubleshooting and rapidly resolving a broad spectrum of customer concerns.

 

Collaborative Leadership • Customer Satisfaction • Communication • Client Assessment

Troubleshooting & Problem Resolution • Sales & Marketing • Organization • Professional Networks

 

Work History

Work History
Mar 2014 - Present

ArthroCare Corp Order Entry Specialist

Integrated Human Capital

Responded to customer phone inquiries in a prompt, courteous and concise manner.  Provided callers with unbiased information to assist customers with application and eligibility requirements. Accessed, read and interpreted customers and provider data elements within customers application. Performed accurately all data entry functions to reflect customer activity/transactions.  Answered customer questions and assists in problem resolution.  Assisted  customers in the enrollment process.  Documented all customer encounters in clear and concise logs.  Experienced in data entry and call centers.  Experienced working with culturally and linguistically diverse and disadvantaged populations in a courteous and effective manner. Used excellent organizational, interpersonal, written, and verbal communication skills to successfully perform comfortably in a fast-paced, deadline-oriented work environment.  Ability to successfully execute many complex tasks simultaneously.

Jun 2013 - Jan 2014

Apple Inc – Fraud Prevention Specialist

Adecco

Reviewed and analyzed simple to complex blocked Card Not Present orders to detect fraudulent orders, determining appropriate next steps.  Canceled fraudulent orders and served as a point of contact between customers, credit card banks, and shipping carriers where necessary. Analyzed and canceled fraudulent orders and serves as a point of contact between customers, credit card banks, and shipping carriers where necessary. Analyzed, identified, and communicated trends from exception reporting. Represented the company with customers and partner organizations.

  • Provided excellent analytical skills and extensive knowledge of best practices for order exception management and contributed to the customer experience by preventing and minimizing customer contacts and working to resolve any payment processing issue in a timely manner.
Dec 2008 - Jul 2012

Dell Inc. / Dell Financial Services

DFS Platinum Servicing Representative

Delivered expert managing of post-sale needs of lease customers in the Platinum Servicing Tier utilizing the Lucede Case Tracker Tool. Handled broad array of incoming emails and phone calls in fast-paced environment, escalating queue calls from clients within set customer group, rapidly resolving issues and ensuring total client satisfaction at all times.

Earned reputation for exceptional customer service, cultivating strong communication skills through countless training courses and extensive hands-on experience

Dec 2007 - Dec 2008

Dell Inc.

Retail Returns Specialist

Provided collaborative leadership throughout ground-up creation of efficient and successful Retail Returns Department. Coordinated processing and management of returns for major retail customers, including Best Buy, Staples, Wal-Mart, QVC, and Costco through the use of tools such as DPS, Commerce Hub, DellServ, KANA, and more.

  • Handled troubleshooting and problem resolution for retail customers through phone call and emails, and was selected for cross-training in order to support other team members when needed.
Dec 2006 - Dec 2007

Accessories Sales Representative

Dell Inc.

Directly communicated with widely diverse consumers, selling features and benefits of computer and non-computer electronics and accessories, and handled customer service and administrative efforts to ensure quick resolution of customer concerns. Key contributor, serving as primary liaison between clients and senior leadership.

Dec 2005 - Dec 2006

Claims Contact Representative

Progressive Insurance

Managed broad spectrum of incoming client calls regarding auto claims, investigated and resolved client inquiries and complaints to drive customer satisfaction, and coordinated input of customer data.

Oct 1997 - Dec 2005

Senior Customer Care Specialist

Dell Inc.

Provided exceptional customer service for incoming calls and emails from dedicated account set, and managed requests from queue customers, including order status and tracking, invoice, packing slips, exchanges, credit return authorizations, manual credit returns, and many others. Carefully evaluated client needs, participated in training workshops and classes, and served as acting agent for numerous reports and projects assigned by management.

Education

Education
Aug 1982 - Dec 1987

B.B.A

University of Texas at Austin