Stacey Piper

Customer service professional with 15+ years of experience supporting customers and members in healthcare insurance, property and casualty insurance, travel, retail, and emergency communications. Direct experience explaining health plan benefits and claims, helping members locate in-network providers, resolving escalated concerns, and handling high-volume inbound calls with patience and empathy. Known for calm problem-solving, accurate recordkeeping, strong attention to detail, and the ability to navigate complex information while keeping the customer experience at the center.

Customer Service Representative at Cambia (FEP Regence) (2023-01 – 2025-01)

• Handled inbound member calls regarding health plan benefits, claim information, and coverage-related questions.
• Explained complex benefit and claim details in clear, easy-to-understand language while listening carefully to each member's needs.
• Assisted members with locating in-network providers and identifying practical next steps for resolving service concerns.
• Used empathy, patience, and problem-solving skills to support members and create a positive customer experience.

Specialized Service Consultant at Wayfair (2017-01 – Present)

• Resolve complex customer issues and manage escalation calls requiring careful listening, research, and sound judgment.
• Maintain current product knowledge to provide accurate information and recommend appropriate solutions.
• Communicate professionally with customers during difficult situations and work to restore confidence in the service experience.
• Balance multiple customer needs and system tasks while maintaining attention to detail and follow-through.

Licensing Assistant at Teleperformance (2020-01 – 2021-01)

• Processed new-hire paperwork and state licensing applications with a strong focus on accuracy and completeness.
• Maintained organized agent files and supported timely completion of licensing requirements.
• Reviewed documentation, identified missing information, and followed established processes to move applications forward.

Customer Service Representative at JetBlue (2015-01 – 2017-01)

• Managed flight reservations, customer payments, promotional questions, and service-related concerns.
• Resolved complaints by listening carefully, explaining available options, and identifying workable solutions.
• Delivered courteous, efficient service in a fast-paced environment with changing customer needs.

Customer Service Representative at Esurance (2015-01 – 2015-12)

• Assisted policyholders with auto insurance questions, claims-related needs, and payments.
• Explained policy and claim information clearly and helped customers understand appropriate next steps.
• Handled sensitive customer concerns with professionalism, accuracy, and empathy.

911 Dispatcher at City of Great Falls (2006-01 – 2013-01)

• Answered emergency and non-emergency calls, gathered critical information, and dispatched the appropriate services.
• Maintained composure and communicated clearly with callers experiencing stressful or urgent situations.
• Documented detailed and accurate call information while managing competing priorities in a high-pressure environment.
• Applied sound judgment, active listening, and rapid problem-solving to support callers and public safety personnel.