Stephanie Smith
Florence,AZ
Summary
Telecommunications and customer operations professional with over 20 years of experience in service implementation, customer success, billing operations, account management, employee development, and leadership. Proven ability to resolve complex customer issues, improve operational efficiency, support service delivery, and develop high-performing teams. Recognized for strong communication, problem-solving, customer retention, and relationship management skills.
Overview
2027
2027
years of professional experience
Work History
Service Coordinator
BROADVOICE
10.2021 - Current
- Coordinate end-to-end implementation of telecommunications services and customer onboarding.
- Manage account setup, service modifications, and implementation activities through Salesforce and internal systems.
- Partner with customers, technicians, and internal teams to ensure successful service deployment.
- Monitor project milestones and resolve implementation issues to maintain customer satisfaction.
Senior Billing Usage Specialist (Level 3)
CENTURYLINK
06.2013 - 04.2021
- Resolved complex billing and usage issues while ensuring compliance, accuracy, and customer satisfaction.
- Conducted root-cause analysis on billing discrepancies and implemented corrective actions.
- Collaborated with Finance, Operations, IT, and Customer Service teams on escalated issues and process improvements.
- Served as a subject matter expert for complex billing inquiries and regulatory requirements.
- Assisted with employee guidance, training, and operational improvement initiatives.
AT&T BEST Program Lead Trainer
IPACESETTERS, LLC
09.2012 - 06.2013
- Continued employment following the acquisition of TCIM by iPacesetters.
- Delivered employee training programs and facilitated classroom and one-on-one coaching.
- Supported employee development, operational readiness, and process compliance.
- Adapted quickly to organizational changes while maintaining performance objectives.
AT&T VCTG Customer Service Manager
TCIM SERVICES, INC.
02.2003 - 08.2012
- Managed executive-level customer complaints through the AT&T Office of the President.
- Resolved complex customer concerns while maintaining customer satisfaction and retention.
- Collaborated with executive stakeholders and cross-functional teams to achieve positive outcomes.
- Recognized as 'Top Customer Service Manager' three times.
AT&T Valued Client Outreach Account Manager
AT&T
- Managed a portfolio of more than 850 customer accounts.
- Conducted proactive outreach to strengthen customer relationships and improve retention.
- Resolved service, billing, and account concerns through cross-functional collaboration.
AT&T National Hunters Program Lead Manager
AT&T
- Trained and supervised Order Entry and Data Entry Representatives.
- Led a team of 30+ employees responsible for order processing operations.
- Ensured achievement of productivity, quality, and service objectives.
AT&T VCTG Floor Supervisor
AT&T
- Supervised and coached a team of 20+ customer service representatives.
- Supported quality assurance, employee development, and performance improvement initiatives.
AT&T VCTG Order Processor
AT&T
- Processed customer orders submitted by Sales Representatives.
- Verified order accuracy and collaborated with sales teams to resolve discrepancies.
- Maintained productivity and quality standards while supporting customer satisfaction.
AT&T Inbound Residential Customer Service Floor Supervisor
AT&T
- Managed a team of 25 customer service representatives.
- Conducted coaching, mentoring, and performance evaluations to drive results.
Education
High School Diploma -
Wright Christian Academy
05-2002
Skills
- Customer Operations
- Customer Service
- Account Management
- Escalation Resolution
- Customer Retention
- Service Coordination
- Customer Success
- Leadership & Training
- Team Leadership
- Employee Coaching
- Staff Development
- Performance Management
- Training Facilitation
- Change Management
- Telecommunications
- Telecommunications Operations
- Service Implementation
- Billing Support
- Order Processing
- Account Setup
- Customer Onboarding
- Salesforce
- CRM Systems
- Microsoft Excel
- Microsoft Word
- Microsoft Outlook
COMMUNITY INVOLVEMENT
Volunteer, United Way Day of Caring Volunteer (7 Years), Community Food Bank of Eastern Oklahoma Volunteer
Timeline
Service Coordinator
BROADVOICE
10.2021 - Current
Senior Billing Usage Specialist (Level 3)
CENTURYLINK
06.2013 - 04.2021
AT&T BEST Program Lead Trainer
IPACESETTERS, LLC
09.2012 - 06.2013
AT&T VCTG Customer Service Manager
TCIM SERVICES, INC.
02.2003 - 08.2012
AT&T VCTG Floor Supervisor
AT&T
AT&T VCTG Order Processor
AT&T
AT&T Inbound Residential Customer Service Floor Supervisor
AT&T
AT&T Valued Client Outreach Account Manager
AT&T
AT&T National Hunters Program Lead Manager
AT&T
High School Diploma -
Wright Christian Academy