Stephanie Dorsher
About Stephanie Dorsher
Stephanie Dorsher serves as the Manager of Customer Service at Thomson Reuters, where she has worked since 2013. With a background in education and extensive experience in customer support, she has significantly contributed to operational improvements and cost savings.
Work at Thomson Reuters
Stephanie Dorsher has been employed at Thomson Reuters since 2013, currently holding the position of Manager, Customer Service. In this role, she has overseen various customer service initiatives and managed a team to improve service delivery. Prior to her current position, she worked as a Senior Customer Support Specialist, focusing on key accounts and sales and account management from 2012 to 2013. Her tenure at Thomson Reuters has included significant contributions to customer support operations.
Education and Expertise
Stephanie Dorsher earned a Bachelor of Science degree from the University of North Dakota. Her studies encompassed Education, Library Science, Music, and Elementary Education. This educational background has equipped her with a diverse skill set applicable to her roles in customer service and management.
Background
Before joining Thomson Reuters, Stephanie Dorsher held various positions that contributed to her expertise in customer service and project management. She worked as a Systems Engineer/Project Coordinator at Target from 2006 to 2008, and as a Contractor in Customer Technical Support at Adecco from 2008 to 2011. Additionally, she served as a Customer Technical Support Representative at Thomson Reuters from 2011 to 2012, gaining valuable experience in technical support and customer relations.
Achievements
In her role at Thomson Reuters, Stephanie Dorsher has coordinated mapping and documentation of specialized business processes, leading to an increase in revenue of $1.5 million for misbanded contracts. She has implemented strategies that resulted in $7 million in annual savings through contract lapse denials. Additionally, she managed the hiring and recruiting of 15 new frontline staff from 2013 to 2015, which improved customer wait times and created a skilled workforce for higher-level positions.
Team Management and Development
Stephanie Dorsher has demonstrated strong leadership in team management. From 2015 to 2018, she hired 7 representatives in the US and 8 in Manila for specialized teams, which contributed to increased employee retention and enhanced business knowledge within her teams. She also managed the resolution of 10-15 escalated problems weekly, addressing various customer issues including orders, subscription setups, billing, and payments.