Stacy Sterling
@stacysterling
Experienced Customer Experience Manager with 20+ years improving contact center performance and quality assurance.
United StatesWhat I'm looking for
I am an experienced Customer Experience and Workflow Manager with over 20 years in customer service, call center operations, and business process improvement. I specialize in quality assurance, workforce scheduling, SOP development, and resolving escalations to satisfaction.
I have led cross-functional teams and developed training for large contact centers, managing systems including Salesforce, SAP, AS400, Five9 and Avaya. I deliver KPI-driven insights, create web-based training content, and implement corrective measures that improve customer satisfaction and operational efficiency.
Experience
Work history, roles, and key accomplishments
Customer Service Analyst
Black & Decker / DeWalt
Jan 2022 - Jun 2025 (3 years 5 months)
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.
Contact Center Workflow Manager
Stanley Black & Decker
Oct 2007 - Jan 2022 (14 years 3 months)
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.
Team Leader, Customer Service
Black & Decker / DeWalt
Oct 2005 - Jan 2007 (1 year 3 months)
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.
Senior Customer Service Account Rep
National Home Centers
Jan 2000 - Oct 2005 (5 years 9 months)
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.
Various Customer Service & Admin Roles
Hearst Corp / Avon Books Distribution
Jan 1989 - Jan 1999 (10 years)
Held progressive customer service and administrative roles managing order entry, export documentation, returns supervision, and international shipping paperwork to support distribution operations.
Education
Degrees, certifications, and relevant coursework
McKenzie High School
High School Diploma, General Studies
Graduated from McKenzie High School.
Professional courses: Rockhurst College; BDU; National Seminars Group
Professional Coursework, Professional Development
Completed professional development courses through Rockhurst College, BDU, and National Seminars Group.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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