Customer Service Representative

SARAH WARREN

Waco, TX ***** · 254-***-****

******.*********@*****.***

As a reputable customer service professional, I bring strong phone speaking skills paired with in-depth knowledge of customer relationship management. I offer experience with connecting customers with coproducts and services. Punctuality and responsibility polished my confidence in navigating multiple computer systems and applications. As a bilingual customer service representative, I quickly and effectively resolve complaints and issues. Years of experience has left me well-trained and composed in busy call center settings. Proficient in software, I will work as a detailed client service associate with great organizational skills. Gifted at working with all types of customers, I am looking for a new role where demanding work and dedication will be highly valued.

EXPERIENCE

10/2017 – CURRENT

CUSTOMER SERVICE REPRESENTATIVE, CITY OF WACO

Upheld quality control policies and procedures to increase customer satisfaction.

Fielded customer complaints and queries, fast-tracking for problem resolution.

De-escalated problematic customer concerns, while maintaining a calm, friendly demeanor.

Demonstrated excellent communication skills in resolving product and consumer complaints.

Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Explained benefits, features, and recommendations to maximize client retention.

Answered inbound calls, chats, and emails to facilitate customer service.

Set up and activated customer accounts.

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

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

06/2010 – 10/2017

SCHEDULER, emsi examination management services

Scheduled random drug testing, southwest airlines, coast guard, and NFL. Called around the United States to find a tech in the area to dispatch a tech for on-the-job random drug testing.

Scheduled and confirmed appointments.

Maintained daily calendars, set appointments with clients, and planned daily office events.

Updated reports and daily logs for management use and permanent files.

Entered information into the system to update status reports.

Analyzed demand and recommended updates to the calendar schedule.

Submitted new system orders and completed related paperwork.

Set up delivery of materials to arrive in time for production start date.

Eliminated process discrepancies, implementing continuous improvements for scheduling procedures.

Streamlined operational efficiencies by assigning crew schedules while adhering to contractual and FAA restrictions.

EDUCATION

1986

HIGH SCHOOL DIPLOMA, moody

2017

BILINGUAL CERTIFIED, CITY OF WACO

2022

CERTIFIED NOTARY, STATE OF TEXAS

SKILLS

Answering multiple calls while typing 65 wpm.

Problem-solving

Quick learner

Team player

Independent worker.

Report creation

Credit card payment processing

Call Center Operations

Clerical support

Product organization

Sales expertise

Inbound and Outbound Calling

Fleet dispatching

Problem-solving abilities

Courteous demeanor

Transportation solution development

Quality assurance controls

Data evaluation

Stockroom procedures

Adaptive team player

Quality control

Materials transport

Schedule mastery

Customer relations

Project management abilities

Retail sales customer service

High energy attitude

Senior leadership support

Office equipment proficiency

Microsoft Office expertise

ACTIVITIES

Communicative customer service professional who is motivated to maintain customer satisfaction and contribute to company success. Over thirty years of experience managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skills with CRM systems paired with outstanding active listening and multitasking abilities.

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