Customer Service Representative
Resume:
Susan J. Sandro
*** *. ******* ******, ***. B** Rochelle Park, NJ 07662
ad5csj@r.postjobfree.com
www.linkedin.com/in/susanjsandro/
Summary
Customer Service Representative with strong ability to resolve standard and occasional non-standard customer inquiries, comments, and concerns by applying a seamless and positive customer experience gained through many recurring cycles of work engagement. Meticulous and excellent at juggling multiple tasks and working under pressure. Manage responsibility with minimal supervision, while applied and eager to learn new skills to advance in my role and enhance the organization's success. Fluency in English (oral and written), and conversational Spanish.
Skills
Applies in-depth product knowledge obtained through ongoing cycles of working with routine and non-routine subject matter.
Regardless of recurring and routine customer inquiries, comments, and concerns, approaches each and every interaction with superior listening skills
Multi-tasks with a high level of efficiency yet treat every customer as the most important during the interaction so as not to leave the customer with a hurried impression.
Ability to ask effective probing and/or open and closed ended questions that will help in issue resolution in a conversational manner with customers, using verbal clues and system tools to develop tailored recommendations for the customer.
Ability to master initial training competencies while demonstrating the ability to learn additional competencies through additional training.
Ability to de-escalate challenging customer inquiries, comments, and concerns while delivering necessary information consistent with Company policies and processes.
Professional Experience
Amplity Health for Novartis Pharmaceuticals, E. Hanover, NJ 02/2023 – 12/2023
Customer Service Specialist - Contract
Easily achieved and attained 90-95% customer satisfaction and appreciation with every inbound customer inquiry.
Simply, clearly, and politely communicated information from scripted Salesforce FAQs, Novartis drug websites and prepared resources over Genesys cloud phone system, to consumers, healthcare providers, and other callers’ inquiries.
Managed 8-10 constant inbound calls daily according to call center needs and teammate on queue availability.
Discerningly strived to report approximately 500 Adverse Events, and Technical Complaints from consumers, patients, and healthcare professionals while requesting replacement drugs and devices in a timely manner for patients.
Successfully completed approximately 20 Novartis Up for Growth portal required trainings and approximately 15 Amplity Pyricon portal required trainings ahead of most teammates, and in accordance with deadlines.
Highmark Health Western and Northeastern New York, Buffalo, NY 09/2022 – 12/2022 Customer Service Sales Assistant - Contract
Outstanding telephonic skills using Avaya one-X phones system to warm and cold transfer, consult, and communicate with Prospects and Licensed Medicare Advisors.
Engage with prospects’ requests in a confident and compelling manner for appointments with a Licensed Medicare Advisor, Marketing Materials, and enrollment applications using Agent Cubed and Highmark Producer Portal CRMs.
Actively participated in Annual Enrollment Period for Highmark Health Medicare plans for the locations of PA, DE, WV, WNY, and ENY Medicare programs.
Successfully and consistently exceed results for internal adherence, efficiency, and inquiry timeliness.
Tenaciously responds to routine customer inquiries with an in-depth product knowledge achieved through a continuously improving set of listening, analysis, quality focus, problem solving, and documentation skills.
Bristol Myers Squibb Summit, New Jersey 01/2022 – 07/8/2022 Customer Care Representative - Contract
Received callers providing exceptional listening skills to determine the nature of their call-in order to address their inquiries clearly and precisely in a professional manner.
Utilized Salesforce and SharePoint software for data entry of customer service information for accuracy and quality control.
Created a customer satisfaction survey utilizing Microsoft Word to drastically reduce potential problems.
Worked independently of support from a senior customer service representative, frequently utilizing the knowledge center, answering customer inquiries.
Assist in creating, updating, and maintenance of accounts in compliance with REMS program.
Successfully engage in ongoing compliance and regulatory training in all aspects of BMS Pharmaceutical legal updates.
Readily available to assist with other duties as assigned or requested by management or co-workers.
Net-A-Porter, Mahwah, NJ 09/2021 - 10/2021 Customer Care Associate - Temporary
Ensure that an excellent customer experience is given to every customer, during every and after every interaction.
The first point of contact to resolve customer issues and complaints across multiple channels in a timely manner, communicating through email, phone, live chat, and social media.
Take a proactive approach, anticipating and preventing any barriers to a totally seamless customer experience, by going above and beyond client expectations.
Assist customers with all lines of inquiry which will include product queries, returns, delivery, registration, payments and more.
Committed to meeting KPI’s including sales, quality, and productivity targets; play a key role in helping the department to achieve its overall goals.
Closely work with my colleagues across Customer Care and internal departments to continuously strive to improve service and knowledge.
AST Financial Funds, New York, NY 01/2021 - 3/2021 Client Proxy Representative - Contract
Contact several hundred shareholders regarding proxy voting meetings and secure their votes for shareholder board proposals.
Proficiently master multiple scripts for inbound and outbound calls for A.S.T., and D. F. King for shareholders of Walt Disney, Wells Fargo, and Eaton Vance investors.
Expertly and patiently procure 10+ proxy votes hourly over the phone, with shareholders from all over the United States.
Pending promotion to Quality Assurance team.
Kreindler & Kreindler, LLP – New York, NY 01/2019 - 12/2020
Receptionist /Administrative Assistant
Courteously respond to a diverse set of customers with an equal level of confidence, with issues at hand inquiries from Kreindler 9-11 VCF website, Facebook, WOR radio advertisements, USSVTA lawsuits, Aviation and Personal Injury representation.
Patiently and professionally resolved standard and frequently non-routine, limited impact, client/caller inquiries, comments, and concerns with the most limited escalation consistent with company policies and processes.
Earnestly strived to resolve caller concerns with a single interaction via telephone, written, or face to face communication.
Implement, organize, and improve upon administrative processes in reception and for back-up coverage.
Tempered ability to manage visitors, lobby security, and clients during their visit to the firm.
Effectively coordinate client and staff appointments in Outlook Calendar.
Competently manage conference rooms, and meetings including catering with local eateries.
Successfully earned Notary Republic license for the County of New York in March of 2020.
JLL/ Thomson Reuters Practical Law - New York, NY 05/2013 - 12/2017 Administrative Receptionist
Front Desk experience includes greeting visitors and responding to telephone and in-person requests for information.
Exceptional customer service and interpersonal skills, with discerning ability to interact with diverse set of customers with an equal level of confidence regardless of the issue at hand which included Aramark, Fresh Direct and Staples vendors, Thomson Reuters lawyers, and Jones Lang and LaSalle management.
Strong ability to be discreet and handle confidential, sensitive information.
Excellent oral and written communication skills: typing a minimum of 50 words per minute.
Proficiency in PowerPoint presentations, Excel spreadsheets, Outlook emails and Microsoft Database updates, and Visitor Management CRMs.
R. K. Hughes Insurance - Nutley, NJ 03/2012 – 09/2012 Broker Appointment Scheduler
Researched client information and data on the internet, prior to contact
Secured appointments for insurance brokers with cold call phone marketing.
Managed and engaged with customers in a confident and compelling manner while navigating client listings of 400-500 companies monthly.
Weekly commission ratio for policy renewals, and new client appointments.
Technometrica Marketing Intelligence, Inc. - Ramsey, NJ 06/2008 - 09/2010 Outbound Call Center Agent
Telephone interviewing for a National News Organization.
Collected and entered data over the telephone.
Withstood high deadlines and quotas on daily basis.
Education
Paramus High School
• High School Diploma
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