Sara Wilson

(***) ***- **** · ad1qz1@r.postjobfree.com

SUMMARY

Diligent Customer Service Specialist that brings top skills in customer service, data entry and conflict resolution. Recognized for resolving customer complaints with integrity and professionalism to maintain customer satisfaction and retention. Motivated team player committed to contributing to company success goals.

SKILLS

●Issue and Complaint Resolution

●Call Documentation

●CRM Software

●55 wpm Typing Speed

●Customer service

●Microsoft Office

●Microsoft Teams

●Customer Retention

●Process Improvement

●Dependable

●Excel Spreadsheet

●Google Suite

●Problem Resolution

●Call Center Environments

●Project Management

●Working efficiently within a remote setting

●Social Work

●Strategic Planning

●Excellent Communicator Verbally and Written

●Empathetic

EXPERIENCE

Customer Service Specialist (Remote)

Anywhere Works Mar 2021-Oct 2023

●Maintained a customer resolution rate of 95% over my tenure with the company.

●Upheld quality control policies and procedures to increase customer satisfaction.

●Participated in ongoing proprietary product training and certifications to become more of an asset and advance my knowledge in problem solving, CRM software, and customer service.

●Executed on-time and under budget project management to resolve complex issues

●Led team engagement to assist cross-functional departments and achieve goals.

●Took Customer calls and orders,scheduled appointments, and captured new leads.

●Took over 100 calls a day with 1-5 seconds in between each call.

Customer Service Team Lead (Hybrid)

TSR Consulting Services, inc Jun 2019-Jan 2021

●Set attainable daily, weekly and monthly goals and game plans for the grievance department.

●Cross-trained new team members, resulting in 17% increase in customer satisfaction ratings from the time I was hired.

●Engaged with customers through live chat, email, and phone with the goal of establishing a relationship and ensuring they feel satisfied with the service they received before ending the interaction.

●Successfully multitasked while navigating various functions of the company's service management system.

●Volunteered to handle complaints and issues for managers during busy time periods.

Customer Service Specialist

Walmart Feb 2017-Jun 2019

●Assisted over 40 clients daily with their needs and concerns via phone, email, web chat, and fax

●Coordinated internally with operations and logistics to maintain knowledge of new company products

●Trained new hires on products and services, best practices and protocols to reduce process gaps.

●Used quality assurance and operational data to ensure accuracy of customer scripts and proper escalation of issues to department supervisors.

●Mentored new employees on procedures and policies to maximize team performance.

EDUCATION AND TRAINING

Master Cosmetologist

Nursing

Paul Mitchell The School Jan 2023- now

Georgia State University Aug 2019 - Jan 2021

Veterans Memorial High School September 2015 - May 2019

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