Stacey Rollins Email & Phone Number

Charlotte, Nc, Us

Supervise the Equipment Specialist team for Product Care at Sealed Air.

Charlotte, Nc, Us

Lead Equipment Specialist. During this time I was lead over the other Equipment Specialist on the team. I was the go to person for our processes and procedures for Product Care equipment in Sealed Air. Involved in special projects as needed.

Charlotte, Nc, Us

Charlotte, Nc, Us

Meeting and/or exceeding key performance metricsImplementing and maintaining company policies and procedures that impact Customer Service while striving for Customer Service Excellence;Coaching and development of direct reports;Liaise with other departments within the regional organization to drive process improvements impacting Customer Service.Supervise the Customer Service team to ensure consistent and timely service is provided within the guidelines of each medium utilized. (Examples: Email, Phone, EDI, Fax) Manages team staffing requirements to ensure necessary coverage required due to increased work volume and/or reduction in staffing.Yearly performance review discussions.Assist with monthly team meetings to discuss best practices, current and changing business policies, customer service excellence, team and departmental initiatives and any existing challenges.Collaborates with the Customer Service Manager, Peers and the Training Resource to identify training opportunities to assist with the professional development of front line staff and support new business objectives.Participate as required in project initiatives representing Customer Service with cross functional groups within the organization.

Charlotte, Nc, Us

• Primary responsibility is to support the Customer Care Supervisor with day-to-day functions• Complete and assist with managerial tasks including time cards, vacation/sick calendar• Act as initial escalation individual• Provide support to other CCCC’s with procedural/policy enforcement• Training support/coverage as business needs arise• Credit reduction team• Continue to manage accounts and desk coverage prior to this promotion

Charlotte, Nc, Us

• Effectively and efficiently addresses customer needs and questions, including resolution of complaints and problems• Responsible for accurate and efficient entry and/or oversight of all customer orders, special instructions and changes• Proactively develops and manages professional relationships with key customer contacts, sales reps, supply chain and Product Care production plants • Learns, understands and maintains a working knowledge of all products and services offered• Demonstrates friendliness and proper phone etiquette• Maintains expertise in using Sealed Air systems including voicemail, email, databases, order management, inventory, customer relationship, logistics and other support applications.• Handled some of Sealed Air PPBU National Accounts (Uline and Government)• Capable of filling in when CCC coverage is needed• Assist with CCC audits and credit reports• Maintains CCC Product Care coverage maps and listings on Google Drive• Member of the NACCC credit/return release team• Participated in the NACCC PPBU User Group in 2010• Actively promotes Sealed Air’s vision, mission and core values

Us

• Responsible for monitoring day-to-day operations/services provided to AIS by service provider • Liaison for customer service related issues• Represent department in problem and change management• Provide feedback and approval in the RCA (Root Cause Analysis) process• Validate service level reports from service provider• Assist and represent customer in critical business calls • Initiate and manage service improvement plans

Us

• Responsible for the supervision of Customer Service Center• Managed staff of 20 Customer Service Reps 24/7• Monitored Customer Service Rep calls, both live and recorded calls• Identified and provided coaching/training to staff • Maintained training material and first level support procedures• Facilitated business critical problem calls • Increased first level call resolution by collaborating with other support groups• Promoted to Manager in Service Management Operations