Sarah Sanders

Experienced Customer Service Representative

Flushing, NY 11355

adyojo@r.postjobfree.com

+1-929-***-****

Customer Service Representative with 5+ years’ experience in a customer service center, help desk, and other similar Customer Service positions.

Looking for an opportunity to utilize my transferable life skills and my years of hands on customer service experience to help accurately and confidentially inform customers, resolve issues, and respond to and/or handle/document customer questions and other confidential information. Working in different customer Service roles has strengthened my written and verbal communication skills and prepared me to think independently.

Accountability, ethics, and compassion contribute to my good decision making and problem solving.

Work Experience

Caregiver

Self employed - Flushing, NY From December 2021 to October 2022 and again January 2023 to Present

Took some time off working after my temporary assignment with NYCHA ended. I worked through the pandemic and I needed to take some time after to get my daughters back into a routine of going to school. I also moved my grandmother into the home so I could care for her as well. This experience has greatly enhanced my transferable talents. I Enjoy providing exceptional customer service, companionship and conversation while assisting with any needs of my elderly family member. Utilizing my prioritization, organization, dedication, and determination, I managed multiple schedules, set appointments, maintained a clean and organized work area (home), trained others, enforced rules and provided around-the-clock care.

Since I am no longer obligated to be home with my grandmother or my daughters 24/7, I am excited to use the many transferable life/work skills and experiences, I gained during this time. Customer Service Video Repair Rep

Spectrum/Charter - Flushing, NY October 2022 to January 2023

•Acknowledged, troubleshoot and resolve customers complaints about internet, and cable/video services including repair, billing, and accounts.

• use patience and effective communication skills to uncover customer needs and answer questions regarding billing and other video services.

• Ensure customer satisfaction and provide professional customer support. Customer Service Rep

NYCHA Customer Contact Center - Long Island City, NY June 2019 to December 2021

• Handel high volume of inbound and outbound calls (13-15hr / 150-200 day)

• Answered phone and assisted Residents with building/grounds/Apartment maintenance requests

• Respond to inquiries by utilizing computer, and information technology systems to help research, resolve, and document caller’s information.

• Maintain calm and clear speaking voice and Listen carefully to clearly understand information

• Give and receive instructions to a continuous flow of callers under stressful circumstances

• Asses customer complaints and requests in order to create the appropriate work order tickets.

• Strictly adhered to script and triage questions.

• Logged maintenance request info into Customer Relationship Manager (CRM) ticket system (Siebel)

•Comply with all policies and procedures and maintain the highest standards of Client and information confidentiality

• Make responsible decisions where timing is critical for emergency repairs.

• Maintained up-to-date knowledge of customer accounts

• Submit follow up tickets into CRM system to notify Housing Management of missed maintenance repair appointments

• Utilized language translation services as needed, using a third-party.

• Forward unresolved matters to appropriate staff and other offices for further action as needed.

• Support lead Supervisor w/Quality Assurance.

• Help to analyze content of interaction between Agent and tenants and evaluate the content of telephone calls.

• Followed the triage checklist of questions to assure CSR adhered to all appropriate scrips and triage questions were asked/answered.

• Remain polite, professional, and courteous with a “customer is always right” attitude.

• Maintained up-to-date knowledge of maintenance policy and procedures for mold/mildew, LEAD inspection

• Schedule appointments for Mold/Mildew and Lead inspection

• Manage life-threatening emergency and Gas complaint calls.

• Communicate with 911 dispatch when necessary

• Provided assistance to Elevator/Emergency Service department weekends and after 430pm

• Perform all general clerical administrative tasks when needed

• Carry out any additional activities/duties identified as necessary for the role Sales Rep/Customer Service

National Floors Direct - Astoria, NY March 2018 to November 2018

• First contact with customers to provide product information

• Input customer data into computer program to set up free in-home floor estimates

• Responsible for scheduling, re scheduling and assigning Sales reps for a free in-home estimate • forward all unresolved matters to appropriate staff and offices for further action

• Trained call center agents to call customers and set up appointments for service

• Performed basic office duties such as filing, faxing, emailing, and copying

• Organized food and supply pantries

• Kept all supply areas fully stocked

Researcher/ Receptionist

Phone Solutions - Schenectady, NY February 2003 to January 2004

• Responsible for making scheduled medication survey calls to doctor’s offices

• Conducted cold calls for market research surveys on medication

• forward unresolved matters to appropriate staff and offices for further action

• Managed the receptionist area, including greeting visitors and responding to telephone and in-person requests for information.

• Performed other basic office duties as needed

Executive Secretary

Northern Virginia Dept. Of Transportation - Leesburg, VA February 1999 to May 2000

• Greeted visitors and responded to telephone and in-person requests for information.

• Managed daily office operations and maintenance of equipment

• Planned meetings and prepared conference rooms.

• Wrote reports and correspondence from dictation and handwritten notes.

• Maintained and reserved the executive conference room calendar.

• Dispatched and kept open communication through radio with emergency snow removal workers Education

High school or equivalent in Applied Math/Art, Visions 2000 Multi Media Design (Certification from BOCES Milford, NY)

Oneonta High School

Skills

• Market research

• Research

• Communication skills

• Conflict management

• Customer support

• Time management

• Organizational skills

• Cold calling

• Customer service

• Phone etiquette

• Writing skills

• Sales

• Computer skills

• Technical Support

• Clerical experience (10+ years)

• Front desk (6 years)

• Data entry (6 years)

• Typing (10+ years)

• Help desk (3 years)

• Microsoft Outlook (4 years)

• Filing (6 years)

• Windows (10+ years)

• iOS (8 years)

• Mac OS (10+ years)

• Operating systems (3 years)

• Microsoft Excel (3 years)

• Microsoft Word (10+ years)

• Microsoft Office (10+ years)

• Administrative experience (4 years)

• Dispatching (2 years)

• Live chat (1-2 years)

• Android

• Office experience

• Computer networking

Assessments

Customer focus & orientation — Proficient

September 2021

Responding to customer situations with sensitivity Full results: Proficient Sales skills — Proficient

February 2022

Influencing and negotiating with customers Full results: Proficient Attention to detail — Proficient

July 2022

Identifying differences in materials, following instructions, and detecting details among distracting information

Full results: Proficient

Work style: Reliability — Proficient

September 2021

Tendency to be reliable, dependable, and act with integrity at work Full results: Proficient Proofreading — Proficient

September 2021

Finding and correcting errors in written texts Full results: Proficient Spreadsheets with Microsoft Excel — Proficient

September 2021

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