Sarah Latham

Evansville, IN, *****, US

+1-812-***-****

aducpz@r.postjobfree.com

Work Experience

**/**/**** - **/**/2021

OneMain Financial, Escalation Specialist/Corporate Placing outbound calls through Avaya's dialer system as well as emails to the customer. As well as receiving inbound calls to your direct extension & work email

Working remotely with a close group of representatives to resolve corporate office level escalations, complaints, and issues. On average, receiving 10-15 new claims a day personally assigned to you. Claims had to be opened within 24- 48 hours within receiving by reaching out to the customer by and email as well. On average an individual claim would take between 2-15 days to close and resolve. A lot of research & problem solving skills were necessary to successfully close the claim with the hopes of closing as: "customer satisfied". 01/01/2018 - 01/01/2020

Apple, Technical Support Advisor

Working remotely, receiving inbound calls through a dialer system, as well as followup calls. Responsible for the setup of new Apple devices, replacement & insurance on devices, troubleshooting and resolving issues, and educating how to find certain help for future issues if needed. Also document every single call all while troubleshooting & keeping calls under the

"Average Handle Time" required. Empathy & Sympathy both practices used on every single call while using the Knowledge Base to help customers with anything Apple related. 01/01/2017 - 01/01/2018

Walmart.com, Customer Service Associate

Receiving inbound calls through dialer system, working remotely from home. When starting with this company as a customer service representative my roles were to: Process Refund/Replacement for online orders. Accurately answer customers' questions and address issues relating to online orders/questions. Help customers' select products that best t their personal needs. Respond/Investigate fraud appropriately. Always maintain positive and empathy towards customers' issues & concerns. After 4 months with the company I quickly moved up to a supervisor role & began helping other advisors, 100+ at one time, in a support role to answer questions they had on current calls & couldn't resolve on their own. Required a lot of multitasking but I enjoyed this position very much 01/01/2016 - 01/01/2017

BigRed Liquors, KeyHolder/Management

Responsible for opening/closing the store by myself. Handled safe, counting employee register drawers, nightly deposits, and making bank deposits. Training new employees. Responsible for taking as well as stocking inventory. Making sure freight was scanned in & everything accounted for.

Education

2009-01-01

University of Southern, undefined in Psychology

2005-01-01

Mitchell High School, undefined in Core 40 Degree