Stacy M Woods
Virginia Beach
Summary
Experienced service professional skilled in effective communication and problem-solving, proficient in handling high-volume customer interactions. Proven track record in training and mentoring teams to enhance service quality and meet industry standards.
Overview
20
20
years of professional experience
Work History
Reservations Specialist
Reservations
Norfolk
06.2007 - Current
- Assist with high volume incoming calls relating to domestic, international as well as Advantage product reservations.
- Excellent communication and problem-solving skills with an emphasis on customer service.
- Assist customers through changes, original reservations, payment acceptance, cancellations as well as refunds.
- Use active listening skills to determine customers’ needs.
- Strive to exceed all deadlines and sales goals.
- Ability to adapt in highly dynamic and changing situations.
- Strong ability to work independently as well as in a team environment.
- Effectively completed several training classes with high reviews.
- Experience working in training coordinator role.
- Instructional experience in a group business setting.
- Proficient with various training methods including on the job coaching.
- Proficient in PowerPoint.
Training Coordinator
Training Department
07.2017 - 06.2024
- Coordinated logistics for training sessions and workshops, ensuring seamless execution across departments.
- Facilitated training sessions for diverse groups, fostering inclusive learning experiences.
- Facilitated group discussions to promote knowledge sharing among trainees.
- Facilitated group discussions among trainees regarding topics covered during a session.
- Maintained accurate records of training attendance and participant progress.
- Evaluated training effectiveness by collecting feedback from attendees post-session.
- Assessed employee performance during trainings and provided feedback.
- Collaborated with employees post-training to monitor progress and offer tailored support.
- Delivered presentations outlining best practices related to specific job roles or tasks.
- Updated existing curriculums based on changes in technology or industry standards.
Temporary Assigned Duty
RSD
02.2015 - 05.2017
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Collaborated with diverse coworkers to resolve product and service issues, enhancing team effectiveness.
- Worked with cross-functional teams to achieve goals.
- Supported colleagues by providing guidance, fostering a collaborative work environment.
Team Manager
BT Conferencing
Chesapeake
05.2006 - 06.2007
- Managed work-from-home team of 32 members to enhance collaboration and engagement.
- Resolved employee and customer challenges through effective problem-solving techniques.
- Delivered constructive feedback to support performance enhancement and professional growth.
- Analyzed complex issues to present clear solutions during challenging situations.
- Addressed technical and phone etiquette concerns with agents to improve service delivery.
- Utilized active listening skills to identify customer needs and preferences.
- Demonstrated strong interpersonal leadership and communication skills with internal and external partners.
Team Leader
BT Conferencing
Chesapeake
- Led and managed work from home team (Home Stars), setting daily priorities and delegating duties to enhance team performance.
- Monitor quality of customer service skills and knowledge of agents.
- Delivered off-site training to improve quality levels among team members.
- Provided training to team members with power points to assist improvements on meeting company goals.
- Monitor, organize, direct and coordinate personnel, and activities.
- Assisted in initiating and facilitating Home Star Team.
- Maintained detailed records and reports.
- Supported logistics operations each night by coordinating tasks and ensuring efficiency.
- Planned, organized and facilitated 'Bring Your Child to Work' Day, resulting in high engagement and positive feedback.
Education
Wayne County Community College
Detroit, MI04-1993
Aviation
United States Navy
Memphis TN And Norfolk VA06-1992
Associates/Bachelor’s Degree - Business Management
University of Phoenix Online
Skills
- Telephone reservations
- Call management
- Customer service
- Problem resolution
- Project management
- Cross-functional teamwork
- Team leadership
- Team development
- Multitasking
- Conflict resolution
- Effective communication
- Critical thinking
- Problem solving
- Presentation skills
- Leadership
- Professional demeanor
- International travel
References
Available upon request.
Timeline
Training Coordinator
Training Department
07.2017 - 06.2024
Temporary Assigned Duty
RSD
02.2015 - 05.2017
Reservations Specialist
Reservations
06.2007 - Current
Team Manager
BT Conferencing
05.2006 - 06.2007
Team Leader
BT Conferencing
Wayne County Community College
Aviation
United States Navy
Associates/Bachelor’s Degree - Business Management
University of Phoenix Online