Stephanie Monaghan
@stephaniemonaghan
I resolve complex telecom escalations and retain customers through effective service recovery.
CanadaWhat I'm looking for
At OXIO Customer Care, I resolve more than 50 customer inquiries daily across live chat, SMS, email, and social media while maintaining a 4.8/5 CSAT score. I handle sales, billing, retention, and technical activation issues and helped reduce cancellations by 15% through negotiation.
At TELUS, I managed high-risk escalations involving billing disputes, technical failures, damage claims, and regulatory complaints. I achieved a 98% first-contact resolution rate, reduced handling time by 20% through cross-functional service recovery, and maintained SLA adherence for VIP requests and technician dispatches.
I bring hands-on experience in customer retention, conflict resolution, root cause analysis, and CRM operations. I also mentor new hires and guide agents through complex case strategies and policy interpretation.
Experience
Work history, roles, and key accomplishments
Customer Care
OXIO
Feb 2025 - Present (1 year 7 months)
Resolves 50+ daily customer inquiries via chat, SMS, email, and social media, maintaining a 4.8/5 CSAT score. Delivers solutions for sales, billing, retention, and technical issues, reducing cancellation rates by 15%.
Education
Degrees, certifications, and relevant coursework
Sandalwood High School
High School Diploma, General Studies
High school diploma from Sandalwood High School in Jacksonville, FL.
Tech stack
Software and tools used professionally
Availability
Location
CanadaAuthorized to work in
Salary expectations
Job categories
Skills
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