Client Services Specialist
Resume:
Sophia Willard
BUFFALO NY 14201
I believe no matter what your industry is, Customer satisfaction is key to the stability and growth of any organization. Whether it’s face-to-face interaction, telephone conversations, or as a third-party supplier. What your customers experience is key. With over 10 years of customer satisfaction experience in a wide range of industries: from grocery store chains, convenience stores to retail furniture. I can help in your organization’s desire to provide top-level service.
CONTACT
PHONE:
EMAIL:
*****************@*****.***
SKILLS
OSHA chemical and hazardous materials trained
Raving Fans: A Revolutionary Approach to customer service
Who moved my cheese? An amazing way to deal with change in work and in your life
The one minute manager
EDUCATION
Cayuga Community College, Telecommunications Radio Audio Production, Auburn, NY, 13021 - August 2006 - May 2009 (unfinished)
Olean Senior High School, Olean, NY, 14760 (general diploma)
Allegany Cattaraugus BOCES, Radio-Television Production, Olean, NY, 14760
WORK EXPERIENCE
Newsday Dept., Post Media Sales, Buffalo, NY – January 2022 to November 2024
I provide editorial and clerical services at a 3rd party company that works with newspapers. Essentially, I was a line editor. I edited legal, classified, obituary, and in memoriam notices. I also handled email correspondences in regards to the notices. I verified its cleared for print, and that it has either been paid for, or billed to the correct agency or person. In some cases I would work with the accounting department or directly with the pagination department to ensure everything is handled correctly.
IT Enterprise Service Desk, CTG/IBM, Buffalo, NY – February 2020 to September 2020
I provide clerical as well as IT services in an office setting for Anthem associates, this can include: Nurses, Doctors, and Contractors. I handle inbound calls only while utilizing multiple programs such as Remote Software, Skype for business, Outlook mail, Phone software (Avaya and Genesys Workspace Desktop Edition), and others. I handle the troubleshooting of Microsoft office programs as well as Anthem-specific programs, though I also perform password resets and account unlocks as well.
Customer Service Representative, Mueller Services, Tonawanda NY – October 2019 – February 2020
I provide clerical services in an office setting for a residential, and commercial inspection company, while simultaneously assisting customers through phone conversations. Handling both inbound, and outbound calls while utilizing multiple programs. Also inquires, status updates, cancellations, and order updates from insurance underwriters.
Customer Care Coordinator, Raymour & Flanigan Olean, NY/Buffalo NY –December 2016 – October 2019
I provide clerical services in an office setting, run daily reports, assist coworkers on various projects, inspect the merchandise before delivery, as well as route and respond to every service my technician goes out on during a given day. I code the service for the corresponding job and then call to post confirm with the customer. I also field phone calls from customers, interact with, and assist the local showrooms I began as a customer care representative and then was offered this new position in our Cheektowaga customer service center.
Team Lead, The Connection, Olean, NY – April 2016 – December 2016
As a team lead and customer service representative, I handled inbound calls for beauty, health supplement company. I handled customer questions and concerns regarding their accounts as well as escalated customer concerns. I had an average quality assurance rating of 96% and the 24th highest rank agent based on QA rating on our client.
Sales Associate, Save-A-Lot Food Stores, Auburn, NY - January 2015 – April 2016
As a sales associate I assist customers in finding products, and any concerns they may have. I also worked the cash register, stocked, and rotated. I was also defacto lead produce clerk. I would maintain the produce area, as well as the produce cooler, keeping things labeled, and rotated properly. I would also write up the “mock” produce order for my manager to confirm before ordering.
Shift Supervisor, Byrne Dairy, Auburn, NY - March 2011 - April 2014
As a shift supervisor, I oversaw cashiers, cashed out customers, assisted in any issues or concerns customers may have had with our store, or products. I also handled the counting and verifying the petty cash safe, remove, count, and verify the instant lotto machine. I would also stock, rotate, and check for an out-of-date product and check-in vendors. I’m also food serviced trained and assisted the deli workers when needed. Handling basic deli prep, or customer needs. I also received beginner training in OSHA hazardous material handling and clean–up.
Shop Manager, ABM Store, Auburn, NY - February 2010 - January 2011
As shop manager, I handled most ordering and inventory aspects of the business. I also did a majority of our business with local advertisers. I train new employees in proper customer service practices and procedures. I would also deal with most customer issues or concerns.
Cashier/Crew Member, Wendy’s, Auburn, NY - September 2009 - November 2010
I often worked the call box/back cash window. I would greet customers and handle the processing of their orders. I also worked the other duties of the restaurant, including, grill, sandwiches, dining room, and expeditor. General cleaning and sanitizing as well.
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