Stephanie Smickle

I have five+ years of experience in customer and client support, primarily in the health and travel industries. During this time, I have honed my skills in clear and concise communication, Initiative & adaptability, and exceptional problem-solving & a passion for delivering exceptional customer experience and scaling business operations. During my time working with clients and companies, I have taken on a range of responsibilities, including assisting customers with payment and technical inquiries, managing the CEO’s email inbox; drafting professional responses, coaching Tier 1 agents, and overseeing 200 client accounts. I was often tasked with resolving high-level customer & operational issues that required creative & deep problem solving. For example, I streamlined a workflow that reduced ticket escalations & dissatisfied customers by 10%, improving internal efficiency. Additionally, I have experience conducting in-depth research on health care agencies to connect clients with appropriate healthcare providers, maintaining consistent & timely communication between clients and agencies and ensuring follow-ups. Beyond customer support, I have developed strong administrative and organisational skills. I am highly adept at handling communications professionally, adapting quickly to project management tools and new systems such as Trello Asana, Notion and streamlining processes to improve efficiency. I thrive in fast-paced, ever-changing environments, excelling at independently identifying opportunities to maximize efficiency,  multitasking, and optimizing workflows. My experience has equipped me with the ability to provide high-level virtual assistance, ensuring seamless operations and excellent client experiences. If I had to say what makes me stand out against other candidates; it is that I thrive in taking ownership of tasks - I anticipate needs, analyze & solve complex challenges, identify root causes for these challenges & develop & implement effective process improvement solutions without supervision