Stephanie Stephens has over 15 years of experience in customer service roles. She is currently a Customer Service Representative at CoreLogic, where she assists customers with mortgage tax information and resolves any tax issues. Previously she held customer service roles at various companies, helping to improve processes, increase efficiency, and exceed customer satisfaction metrics. She has received numerous honors and awards for her customer service skills.

1. STEPHANIE STEPHENS
CUSTOMER SERVICE REPRESENTATIVE
(817) 313-4082 ssemmons@charter.net
Fort Worth, Texas www.linkedin.com/in/stephaniestephens4082
CAREER PREVIEW
Professional customer service associate providing personable, interactive customer support. Experienced in
confidentially building and maintaining customer relations while assisting in increasing company profits; skilled
in Microsoft Office programs
PROFESSIONAL EXPERIENCE
CoreLogic, Tax Escrow Customer Service Specialist 07/2012 – Present
 Communicated with and educated customers regarding mortgage tax information
 Liaised as contact between mortgage lender, tax agencies and customer confidently providing solutions;
following-up to ensure tax issues were resolved
 Continued participation by nomination in client executive meetings; representing tax call center team on
company procedures facilitating improvements to overall changes in current company methods
 De-escalated high priority customers, taught and mentored new agents; enabling higher quality
agent/customer interaction
 Participated in client specific procedural manual updates; raising the efficiency of the department personnel
operations and customer satisfaction
 Used multiple application systems to research and resolve customers escrow tax issues
 Updated/maintained customers records regarding customers mortgage tax
 Exceeded service level expectations while providing excellent customer service
 Awarded consistently for customer service; encouraging changes to interactive client processes
 Trained in Six Sigma concepts and implementation; utilized continuous improvement and streamlined
operations
Reliv International (NASDAQ:RELV), Independent Distributor 06/2003 – 07/2012
 Increased customer satisfaction and product loyalty 25% in personal distributorship by scheduled phone
appointments and in person, coordinating daily operations; enabled customers to positively change their
lifestyle and build willable, retirement income
 Collaborated with various teams to maintain customer and employee retention in 3 continents as “Director of
First Impressions” with quality commitment
 Created a nationwide point of contact database; improved processes near 40%, which streamlined personal
office functionality
 Maintained budgeted expenses with knowledge in A/R and A/P to ensure distributor/customer base success
Mercedes-Benz Financial Services USA LLC, Small Business Discounter (Contract) 01/2012 – 05/2012
 Reviewed/underwrote small business contracts to ensure compliancy with both company and regulatory
requirements; verified applicable Daimler Truck Financial pricing elements for fleet transactions and ensured
corporate RORAC targets were not compromised; helped tighten company solvency
Fleet Credit/Finance Clerk 10/2011 – 01/2012
 Worked with Fleet Credit Analyst’ transactions; assisted in preparing legal documentation, following-up on
missing data/information, imaging all appropriate documents, and preparing necessary files
BNSF Railway, Account Coordinator/Administrative Assistant (Contract) 03/2011 – 09/2011
 Assisted Engineering Technology Services managers to organize and maintain their current
employee/resource structure hierarchy
 Researched over 40 different converging applications for profitable interaction to help in the 2012 Budgeting
process; communicating results to the Director of Technology Services
 Consolidated and published the departmental on-boarding hiring procedures enabling a smoother hiring
process
 Compiled and created spreadsheet of computer inventory assets cataloging each item for ease of team use
and accurate inventory auditing

2. Security Dealer Funding Corporation, Account Coordinator/Customer Service Representative 03/2008 – 01/2010
 Reviewed all new customer contracts upon receipt for adherence to company requirements before complete
input of details during initial underwrite; helped tighten company solvency by 5%
 Assisted in the implementation of a new software platform that improved customer turnaround time by 90%;
saved the company 25% in payroll expenses
 Conducted monthly inventories of all customer contracts after reorganizing and simplifying the electronic
and paper file system; reduced research time 10% by ensuring accurate customer account management
 Created and utilized Excel spreadsheets to order, stock, maintain, and track an adequate inventory of office
supplies, obtaining proper approvals and staying within allotted budget
 Liaison for vendors, building administration and clients customers coordinating appointments and schedules,
answering requests for information pertaining to the company’s specialty, and/or directing calls to the
appropriate associate or department while meeting company guidelines and SLAs
CERTIFICATIONS/TRAINING/SOFTWARE/SYSTEMS/EDUCATION
 White Belt Six Sigma and Yellow Belt OCC Call Center Root Cause
 Information and Security Awareness, Compliance and Privacy
 Protecting Trade Secrets & Confidential Information
 Anti-Money Laundering Program: Mortgage Banking
 Anti-Corruption Training, Complaints Overview
 TILA (Truth in Lending Act) Disclosure Document Training
 Six Types of Legal Description
 Microsoft Office 2010: Word, Excel, PowerPoint, Outlook, OneNote; Microsoft Visio, Microsoft SharePoint;
Lotus Notes 7.2
 MSP, CITRIX, CISCO, FISERVE, LSAMS, TALON, TELNET, KRONOS
 Rockhurst College Continuing Education Center
– Certificates in Office Administration, 1997
 Trinity High School - Euless, TX
HONORS & AWARDS
CoreLogic:
 Multiple SPOT Award winner: Service Level Assistance, Quality Performance, SpecialProjects, Goal
Assistance, Customer Call Quality, Team assistance
 Multiple Customer Satisfaction Telesurvey (CSAT) STAR
 2014 and 2013: Discretionary Incentive Cash Awards (DIC Awards) — Consecutive years
 2014/2015 and 2013/2014 Performance Merit Raise
 1/2013-3/2014 Continuous Production bonuses for Customer Call Quality (QA)
Sam's Club:
 Partner of the Month 1992, 1993 and 1994
7-Eleven:
 Two time District 1632 Salesperson of the Month 1985