Stacy Sterling

Monitored workflow, call and case handling, and agent performance across domestic and offshore teams; performed quality monitoring, identified training opportunities, coordinated SAP/Salesforce testing, managed web-based training content, and handled escalations to resolution.

Coordinated B2B contact center workflow across the US and Colombia, led daily stats calls and real-time staffing adjustments to meet SLA targets, and managed scheduling, system enhancements, and cross-functional escalation resolution while training teams up to 180 reps.

Served as primary contact for regional reps and key accounts, trained and mentored CSRs, and led SOP documentation and GATP/Tool Commerce implementations to improve order accuracy and service delivery.

Managed end-to-end order processing and account issues for major retailers, directed product allocation, and collaborated with logistics and purchasing to meet inventory and promotional deadlines.

Held progressive customer service and administrative roles managing order entry, export documentation, returns supervision, and international shipping paperwork to support distribution operations.

Graduated from McKenzie High School.

Completed professional development courses through Rockhurst College, BDU, and National Seminars Group.