Customer Support Specialist with 15+ Years Experience
Resume:
Sandra Galto
Carol Stream, IL *****
********@*****.***
Work Experience
BMA
Acosta Group-Lombard, IL
May 2010 to June 2025
• Provided exceptional customer support via phone, email, and chat channels
• Resolved XX% of customer inquiries on the first contact, exceeding departmental targets
• Demonstrated strong product knowledge to effectively troubleshoot and resolve customer issues
• Maintained a high level of professionalism and empathy while addressing customer concerns
• Documented all interactions with customers accurately and thoroughly in the CRM system
• Collaborated with cross-functional teams to escalate complex issues for prompt resolution
• Identified recurring customer issues and worked with the product team to implement long-term solutions
• Assisted customers with product setup, installation, and troubleshooting procedures remotely or onsite when necessary
• Provided guidance to customers on using software applications or online platforms effectively
• Offered personalized recommendations based on individual needs to enhance the overall customer experience
• Followed up with customers after issue resolution to ensure satisfaction and gather feedback for process improvement
• Participated in regular training sessions to stay updated on product features, enhancements, and industry trends
• Consistently achieved a XX% average CSAT (Customer Satisfaction) score through effective problem- solving skills
Customer Service Representative
WOW! Internet Cable and Phone-Aurora, IL
January 2009 to May 2010
• Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
• Managed a high volume of incoming calls and emails, consistently meeting or exceeding performance metrics for response time and resolution
• Demonstrated strong product knowledge to effectively answer customer questions and provide accurate information
• Built rapport with customers through active listening, empathy, and personalized interactions
• Resolved complex customer complaints by investigating the root cause of the issue and implementing appropriate solutions
• Assisted customers in navigating company website, troubleshooting technical issues, and placing orders online
• Identified opportunities for process improvement based on common customer inquiries or pain points Freelance Court Reporter
Carol Stream, IL
April 1993 to April 1996
• Recorded verbatim transcripts of court proceedings, including testimony, arguments, and rulings
• Utilized stenotype machines or voice writing equipment to capture spoken words in real-time
• Maintained accurate records of all legal proceedings, ensuring completeness and clarity
• Produced error-free transcripts by proofreading and editing for grammar, punctuation, and formatting
• Managed confidential information with utmost discretion and adhered to strict ethical standards
• Collaborated with judges, attorneys, and other legal professionals to clarify unclear or inaudible statements
• Operated audio recording equipment as a backup method for capturing court proceedings
• Maintained up-to-date knowledge of legal procedures and terminology relevant to assigned cases
• Ensured proper documentation of exhibits presented during trials or hearings for future reference purposes
• Transcribed recorded conversations outside the courtroom when required by law enforcement agencies or investigative bodies
• Worked efficiently under pressure while maintaining high levels of accuracy and attention to detail during fast-paced court sessions
• Provided realtime transcription services using specialized software for immediate access by judges, attorneys, or other authorized personnel
• Attended training workshops and seminars regularly to enhance skills in transcription techniques
• Responded promptly to requests for certified copies of transcripts from interested parties
• Maintained confidentiality agreements regarding sensitive information disclosed during court sessions
• Adhered strictly to established guidelines regarding impartiality and neutrality while transcribing courtroom interactions
• Closely followed instructions provided by judges or attorneys regarding the handling of confidential or sensitive matters
• Utilized specialized software and equipment to create accurate real-time captions for individuals with hearing impairments
Education
Court Reporting (College)
American Institute of Court Reporting-Phoenix, AZ
June 1991 to June 1993
Skills
• Leadership
• Administrative experience
• Cashiering
• Customer service
• Microsoft Office
• Organizational skills
• Communication skills
Certifications and Licenses
Certified Court Reporter
April 1993 to Present
Contact this candidate