Customer Service Call Center

Sharon Sampsel

Mansfield, Ohio 419-***-**** **.***********@*****.***

SKILLS

Customer Service Interpersonal Skills Team Player Organized Time Management Reliable

Multitasking Data Analysis Case Management Problem Solving Relationship Building

Microsoft Office Suite: Word, Outlook, and Excel Business Writing and Communication

Office Practices and Procedures Telecommunications

EMPLOYMENT EXPERIENCE

Scanning Clerk October 2024 - Current

SC Strategic Solutions Mansfield, Ohio

Operate a scanner to scan paperwork from various schools and businesses needing their paperwork converted to electronic documents.

Independently sort through boxes of file folders and quality checked all paper to make sure they could be scanned safely and prevent damage to equipment.

Efficiently prepare documents for scanning by removing staples, paper clips, smoothing out creases and corners, and repaired tears.

Consistently met goals and standards by scanning over 500 pages per hour.

Visually check each scanned image for any blemishes and made correction as needed, including changing the level of contrast to improve the appearance of print, erase border darkness, and straighten pages.

Keep paperwork and logs up to date to ensure deadlines were met.

Employment Services Counselor February 2024 – July 2024

Richland County Job and Family Services, OhioMeansJobs Mansfield, Ohio

Provided program service delivery for Federal and State programs, such as RESEA and WIOA, by determining program eligibility, and thoroughly documenting cases.

Interacted with the public by phone, email, and in person to assist with their reemployment.

Identified employment barriers, worked with local partners and programs to overcome obstacles, and identified training opportunities.

Interviewed job seekers to understand their interests, skills, and goals, then developed individual employment plans.

Completed timely follow ups and maintained an organized case load.

STNA-Direct Support Professional August 2017 – December 2023

Richland Newhope Mansfield, Ohio

Maintained records and input data regarding patient care, condition, progress, or problems to report and discuss observations with Supervisor or Case Manager.

Worked independently and provided patients help with prescribed exercises, moving in and out of beds, baths, wheelchairs, or automobiles, and with dressing and grooming.

Planed, purchased, prepared, or served meals to patients according to prescribed diets.

Accompanied clients to doctor’s office or other trips outside of the agency assisting with transportation and companionship.

Assisted clients with prescribed medications delivered via pharmacy under direction of RN.

Performed a variety of duties as requested by patients, RN, Case Managers, and Supervisor.

Reported MUIs to the appropriate personnel and was responsible the health, safety, and welfare of patients.

Customer Service Representative August 2011 – August 2017

Infocision Management Mansfield, Ohio

Received calls and provide accurate, satisfactory answers to address caller concerns.

De-escalated situations involving dissatisfied customers, offering patient assistance.

Called clients and customers to inform them about the company’s new products, services, and policies.

Guided customers through troubleshooting, navigating the company site, or using the products and/or services.

Reviewed client accounts, providing updates and information about billing, shipping, warranties, and account items.

Collaborated with other call center professionals and management to improve customer service.

Helped to train new employees and inform them about the company’s customer management policies.

Secretary June 2007 – February 2011

Morrow County Health Department Mt. Gilead, Ohio

Managed and answered a 5-line switchboard, in a professional manner, and routed calls as necessary for the Health Department.

Answered, forwarded, and screened phone calls following established policies and procedures.

Greeted clients and visitors with a positive and helpful attitude.

Offered administrative support services with a variety of tasks including coping, faxing, taking notes, and making travel arrangements.

Provided departmental support, but not limited to, Nursing, Recycling, Finance, and Environmental Health.

Managed the agency’s e-mail accounts, forwarded communications to the appropriate staff members, and responded promptly and professional to general inquiries.

Entered staff payroll information and hours into the State of Ohio payroll system.

Point of contact for State of Ohio weekly radio tests and response for the agency.

Deputy Clerk

Morrow County Treasurer’s Office Mt. Gilead, Ohio May 1994 – June 2007

Respond to mortgage companies’ inquiries about mortgagee real estate tax payments.

Assisted and advised homeowners of actions necessary to avoid legal action and foreclosure for delinquent real estate taxes.

Coordinated and provide support to homeowners with payment plans to pay their delinquent real estate taxes.

Monitored accounts and notified mortgage companies when homeowners didn’t adhere to repayment agreements with the Treasurer’s Office.

Processed semi-annual real estate tax payments received by homeowners and businesses.

Reconciled payments received for real estate taxes to Accounts Receivable for Treasurer’s Office.

EDUCATION

STNA (State of Ohio) N.A.T.C.O.

CPR Certification with AED and Pediatric

High School Diploma Mansfield Christian High School

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