Roxane Wallace
Campbellsville
Summary
Customer service professional focused on enhancing customer satisfaction through quality service and support. Expertise in customer service best practices, with a strong ability to multitask and manage high volumes of inbound calls. Proven skills in communication, active listening, and analytical problem-solving, leading to improved customer loyalty and business results. Committed to fostering professional relationships and optimizing processes to drive organizational efficiency and profitability.
Overview
14
14
years of professional experience
Work History
Court Reporter
Stratcomm
Campbellsville
10.2024 - 05.2025
- Summarized witness testimonies for judges upon request.
- Proofread and edited transcripts before submission.
- Reviewed transcriptions to identify errors or inconsistencies.
- Ensured proper functionality of all equipment at all times.
- Assisted judge in maintaining order during courtroom proceedings.
- Attended attorney meetings to discuss cases and prepare for trials.
- Researched case details prior to note-taking during proceedings.
- Maintained records of legal documents, including transcripts and motions.
Medical Insurance Customer Service Representative
Elevance Health
11.2023 - 01.2024
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
Customer Service Representative
AmeriBenIEC Group
01.2022 - 06.2023
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Customer Service Email Specialist
Williams Sonoma Inc.
11.2019 - 06.2021
- Improved customer satisfaction by promptly addressing and resolving email inquiries.
- Enhanced response times for customer emails through efficient organization and prioritization of tasks.
- Streamlined customer service processes by implementing effective email templates and guidelines.
- Reduced product returns by providing accurate information and solutions to customers in a timely manner.
Special Needs Bus Monitor
MARICOPA UNIFIED SCHOOL DISTRICT #20
07.2019 - 03.2020
- Improved student safety by closely monitoring their behavior and ensuring compliance with bus rules.
- Assisted special needs students in boarding and disembarking the bus, ensuring a smooth and comfortable experience.
- Enhanced communication between parents, school staff, and transportation department by promptly addressing concerns and providing updates on student progress.
- Maintained accurate records of student attendance and incident reports, contributing to a well-organized system for tracking student performance.
Customer Service Representative
Sykes-Alpine Access
11.2018 - 02.2020
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Office Manager
Gallo Construction
12.2016 - 04.2017
- Streamlined office operations by implementing efficient filing systems and organizational strategies.
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
- Reduced costs with meticulous budget monitoring and expense tracking for essential supplies and equipment.
- Facilitated smooth communication between departments, addressing concerns promptly to maintain harmonious work relationships.
- Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
- Improved employee retention rates by fostering a positive work environment and providing growth opportunities through training programs.
- Managed vendor relationships, negotiating contracts for cost savings while maintaining high-quality services.
- Assisted in the recruitment process, conducting interviews and onboarding new employees to promote a seamless integration into the team dynamic.
- Developed comprehensive policy manuals outlining procedures and guidelines, contributing to a well-organized workplace culture.
Delivery/Warehouse Manager/Customer Service
Bearing Belt & Chain
06.2016 - 12.2016
- Increased warehouse efficiency by implementing new inventory management systems and procedures.
- Streamlined operations for faster order processing by updating warehouse layout and organization.
- Reduced product damage with improved packaging methods and training staff on proper handling techniques.
- Enhanced employee productivity, implementing effective scheduling and task delegation strategies.
Office Manager/Admin Assistant/Payroll
Casa Grande Wire Company
04.2016 - 09.2016
- Streamlined office operations by implementing efficient filing systems and organizational strategies.
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
- Reduced costs with meticulous budget monitoring and expense tracking for essential supplies and equipment.
- Facilitated smooth communication between departments, addressing concerns promptly to maintain harmonious work relationships.
Welcome Center Host/Receptionist
Sunscape RV Resort
06.2014 - 02.2015
- Enhanced customer satisfaction by promptly greeting and seating guests upon arrival.
- Managed reservations efficiently to accommodate walk-in guests and reduce wait times.
- Implemented table rotation system for optimal server workload distribution, resulting in improved service quality.
- Maintained a clean and welcoming atmosphere by quickly addressing spills and resetting tables after guest departure.
- Assisted servers with food delivery during peak hours to ensure timely service for all guests.
- Collaborated with kitchen staff to communicate dietary restrictions or special requests from customers, ensuring accurate meal preparation.
- Provided exceptional customer service by attentively listening to guest needs and promptly addressing any concerns or issues.
- Contributed to team success through effective communication and cooperation with coworkers and management.
Administrative Assistant Contract
Axelon Services Corporation
01.2014 - 02.2014
- Streamlined office operations by implementing efficient filing systems and organizing digital records.
- Enhanced interdepartmental communication through timely dissemination of important information and updates.
- Managed scheduling for executives, ensuring optimal time management and productivity levels.
- Maintained a professional and welcoming front office environment, assisting visitors with inquiries and directing them to appropriate personnel.
Office Manager/Administrative Services Coordinator
Concentro Labs
07.2011 - 12.2012
- Streamlined office operations by implementing efficient filing systems and organizational strategies.
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
- Reduced costs with meticulous budget monitoring and expense tracking for essential supplies and equipment.
- Facilitated smooth communication between departments, addressing concerns promptly to maintain harmonious work relationships.
Education
Bachelor of Science - Justice Studies
Grand Canyon University
Phoenix, AZ01.2024
High School Diploma -
Casa Grande Union High School
Casa Grande, AZ05.1994
Skills
- Data Entry
- Data Collection
- Research
- Filing
- Clerical Support
- Documentation
- Complaint Handling
- Account Management
- Recordkeeping Strengths
- Quality Assurance Controls
- Staff Training
- Client Relations
- Escalation Management
- Computer Proficiency
- Call Center Experience
- Travel Planning
- Order Processing
- Customer Relationship Management (CRM)
- Microsoft PowerPoint
- Technical Support
- Project Management Abilities
- Administrative Support
- Promotional Support
- Customer RMA Management
- Quality Control
- Critical Thinking
- Microsoft Outlook
- CRM Software
- Microsoft Excel
- Customer Relations
- Spreadsheets
- De-Escalation Techniques
- Live Chat Support
- Transcription accuracy
- Legal terminology
- Courtroom procedures
- Record keeping
- Customer service
- Communication skills
- Attention to detail
- Time management
- Critical thinking
- Conflict resolution
- Research skills
- Process improvement
- Legal research
- Memorization and recall
- Office administration
- Real-time reporting
- Clerical recordkeeping
- Legal writing
- Court transcription
Affiliations
- community volunteerig
- community advocacy
Accomplishments
National Collegiate Society
Timeline
Court Reporter
Stratcomm
10.2024 - 05.2025
Medical Insurance Customer Service Representative
Elevance Health
11.2023 - 01.2024
Customer Service Representative
AmeriBenIEC Group
01.2022 - 06.2023
Customer Service Email Specialist
Williams Sonoma Inc.
11.2019 - 06.2021
Special Needs Bus Monitor
MARICOPA UNIFIED SCHOOL DISTRICT #20
07.2019 - 03.2020
Customer Service Representative
Sykes-Alpine Access
11.2018 - 02.2020
Office Manager
Gallo Construction
12.2016 - 04.2017
Delivery/Warehouse Manager/Customer Service
Bearing Belt & Chain
06.2016 - 12.2016
Office Manager/Admin Assistant/Payroll
Casa Grande Wire Company
04.2016 - 09.2016
Welcome Center Host/Receptionist
Sunscape RV Resort
06.2014 - 02.2015
Administrative Assistant Contract
Axelon Services Corporation
01.2014 - 02.2014
Office Manager/Administrative Services Coordinator
Concentro Labs
07.2011 - 12.2012
Bachelor of Science - Justice Studies
Grand Canyon University
High School Diploma -
Casa Grande Union High School
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