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Stephanie Castle-Gilbert

Stephanie Castle-Gilbert

Department Manager

Lowe's Home Improvement Center

Paintsville, KY


Lowe's Home Improvement Center

Department Manager

I have 6 employees and myself that I am responsible for.
I do weekly scheduling for each employee and myself.
I also assign weekly testing for each employee.
I am responsible for all resets in my area. This means many changes in products, beams, locations, etc. I have to be knowledgable in pulling and reading plan organs for this.
I am responsible for making sure excellent customer service is given to each and every customer I encounter by myself and my employees.
I am responsible for knowing my vital stats each week. This involves many areas that must be met.
I take manger on duty calls daily to assist the store manager.
I also have to make calls to customers to assure they received the best service possible.

Career medium 01
Career medium 06

Verizon Wireless

Sr Collection Specialist/Customer Service/Activations

My core responsibility was taking inbounds and outbound called trying to collect on customers accounts. In doing this I had to try and assist the customers with payment resolutions to keep the customer from losing their service.

When queues were full for customer care I was also trained as a customer care specialist. Here I had to review customers accounts to make sure they had the right plan and add-on packages.

In addition to both of these positions I also did credit and activations. The calls I received on these lines were from salesmen wanting to activate an account or to have me review the credit bureau to see of we could override the computed decision. This is an important step to make sure we activate correctly as this is the first experience the customer had with us. This also is important as we wanted to bring all the customers on that we could to generate business.

I was a mentor/trainer to the new hires. I was responsible for teaching the new hires the right ways to assist customers.


Novus Services

Write-off/Recovery Specialist

I took inbound and outbound calls to collect on accounts to keep the customers in our hands and not with outside agencies. I had to place liens on people's home and against school loans, etc.

Career medium 03

Columbus State Community College

Business Management

Mayo State Vocational Technical School

Diploma, Cosmetology

Paintsville High School