Robin Stuart
Hagerstown,MD
Summary
Dynamic professional with extensive experience in managing front desk operations and fostering a welcoming environment for clients. Proven ability to leverage strong organizational skills and meticulous attention to detail to optimize office workflows. Expertise in effective communication techniques and customer service principles enhances visitor experiences, ensuring satisfaction and loyalty. Committed to creating a positive first impression while efficiently handling administrative tasks.
Overview
13
13
years of professional experience
Work History
Receptionist – Dental
Pearlfection
Frederick, MD
11.2025 - 04.2026
- Directed management of several high-profile prosthodontist cases to enhance patient outcomes and satisfaction.
- Assist the customer with billing, collection, and insurance questions
- Managed incoming and outgoing scheduling & confirmation calls.
- Trained new reception staff on procedures and systems, enhancing team performance.
- Provided exceptional customer service, addressing inquiries promptly and professionally.
Escalations Representative - Mortgage
Wells Fargo
Remote
11.2021 - 02.2025
- Facilitated customer inquiries and resolutions related to mortgage account management.
- Responsible for individual files from start to finish for Land Transactions (Partial Releases).
- Led customer service initiatives to enhance client satisfaction and retention.
- Received numerous accolades for outstanding contributions to quality improvement initiatives and perfect attendance.
- Analyzed and improved workflow processes in collaboration with team members to elevate service delivery standards.
- Managed goal of over 30 outbound calls a day
Customer Service
Navy Federal Credit Union
Winchester, VA
02.2020 - 06.2020
- Responded to customer inquiries regarding checking and savings accounts to enhance service satisfaction.
- Provided exceptional customer service, fostering long-term relationships and repeat business.
- Facilitated effective communication strategies to ensure one-call resolution during annual performance evaluations.
- Resolved assigned accounts through investigation, exhausting all options to prevent customer attrition.
- Provided exceptional customer service, resolving complaints and answering queries promptly.
Workforce Analyst - Scheduling
First Data/Fiserv
Hagerstown, MD
01.2013 - 10.2019
- Coordinated time-off schedules for agents to enhance participation in meetings, training, and coaching initiatives.
- Partnered with management to ensure efficient day-to-day operations and maintain high service levels.
- Skilled agent’s real-time and worked all timetable requests for CCO sent by email.
- Assisted managers in regulating agent’s time off allowances.
- Lead project to design a spreadsheet in Access to filter skilling data for all agents in CCO.
- Created and managed all timetable audits monthly, quarterly, and semi-annually.
Skills
- Organization skills
- Time management
- Telephone skills
- Customer/Client relations
- Multi-line telephone operation
- Schedule management
- Professional demeanor
- Documentation and reporting
- Typing speed
Timeline
Receptionist – Dental
Pearlfection
11.2025 - 04.2026
Escalations Representative - Mortgage
Wells Fargo
11.2021 - 02.2025
Customer Service
Navy Federal Credit Union
02.2020 - 06.2020
Workforce Analyst - Scheduling
First Data/Fiserv
01.2013 - 10.2019