Customer Service Representative

SABRINA J. MORGAN

706-***-**** **************@*****.*** Buford, GA

CUSTOMER SERVICE PROFESSIONAL

Personable and motivated customer service professional with over 15 years of success in building sustainable relationships and trust through open and interactive communication. Skilled in leadership, sales, technical support, conflict resolution, and utilization of tact and diplomacy to achieve profitable outcomes. An unwavering commitment to improving customer experience and loyalty with a track record of going the extra mile to engage customers.

AREAS OF EXPERTISE

Critical Thinking & Problem-Solving

Team Building & Collaboration

Leadership - Training & Coaching

Customer Service Software

Data Entry & Accuracy

Verbal & Written Communication Skills

Microsoft Office

Organization & Time Management

Customer Engagement

Interpersonal Skills

PROFESSIONAL EXPERIENCE

Morgan Auto Brokers, Cumming, GA December 2014 - Present

Co-Owner & Office Manager

Played an entrepreneurial and leadership role in the startup of the company.

Improved daily operations by developing effective and efficient policies and procedures that seamlessly executed projects, programs, and initiatives.

Handle large amounts of cash to process daily customer transactions for trades, orders, and plates while accurately maintaining records, ensuring all documentation and paperwork compliance, and managing multiple-line phone systems.

Establish and maintain relationships with new customers, local state auditors, other auto brokers, and automobile dealership owners to increase the company's revenue.

Morgan's Daycare & Learning Center, Buford, GA March 2008 – December 2014

Child Care Specialist

Created and implemented childcare activities and programs that provided a safe learning environment for physical and intellectual growth based on the children's developmental level and maintained a low student-to-staff ratio.

Adhered and enforced company policies and procedures, state laws, and county regulations to ensure a safe environment that met each child's individual needs.

Provided regular and consistent supervision of all children using appropriate limit-setting and structuring techniques within the boundaries of the daycare's standards.

Acted as a safe, accepting, always nurturing adult regardless of the child's displayed emotions or behaviors, identified signs of distress, and provided comfort and calming.

Bell South, Augusta, GA August 2004 – March 2008

Customer Service Representative

Attained employee of the month three times in one year, promoted to customer service team lead, and resolved customer complaints, resulting in a 30% increase in efficiency.

Demonstrated self-sufficiency through utilizing various web-based support tools to research and resolve complex customer issues.

Managed large amounts of incoming calls while following communication procedures, guidelines, and policies to identify and assess customers' needs to achieve satisfaction.

Contributed to a team environment and worked cohesively with various personalities in a fast-paced, service-oriented environment.

Sitel Corporation, Augusta, GA February 2000 – August 2004

Customer Service Representative/Technical Support

Successfully handled 16 accounts simultaneously without a single complaint in over two years and improved customer feedback by 30%.

Provided customer support and promoted a positive corporate image by demonstrating appropriate conduct, high quality, professionalism, and positive attitude in all interactions with customers.

Managed a high volume of calls and documented customer information while ensuring accuracy and quality customer support.

Offered technical support to customers, resolved issues by providing information or alternative solutions and met customer expectations.

EDUCATION

Gwinnett Technical College, Lawrenceville, GA – December 2021

Associate of Arts in Human Resource Management

Gwinnett Technical College, Lawrenceville, GA – May 2020

Certificate in Human Resources Management Specialist

Gwinnett Technical College, Lawrenceville, GA – December 2019

Certificate in Management and Leadership Specialist

Kerr Business College, Augusta, GA – April 1996

Certified Nursing Assistant

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