Customer Service & CRM Specialist Resume Title

Sara Hackman

North Ridgeville, OH • 330-***-**** • ***************@*****.***

Customer Service & BDC Professional

Customer-focused professional with a strong background in communication, problem solving, and relationship building. Experienced in delivering exceptional service, managing high volumes of customer interactions, and ensuring positive client experiences. Proven ability to handle inbound and outbound communication, schedule appointments, and maintain accurate customer data within CRM systems. Known for reliability, professionalism, and the ability to build trust quickly with customers.

Core Skills

Customer Service Excellence • Customer Relationship Management (CRM) • Reynolds & Reynolds CRM • Lead Management • Appointment Setting • Inbound & Outbound Calls • Client Follow Up • Active Listening • Conflict Resolution • Problem Solving • Time Management • Multitasking • Team Collaboration • Customer Retention • Data Entry & Customer Tracking Professional Experience

Assistant Fleet Manager

Mercedes Benz of North Olmsted — North Olmsted, OH Oct 2018 – Jun 2021

● Coordinated daily driver schedules and logistics to ensure efficient service operations and timely vehicle deliveries.

● Maintained accurate customer and driver information in internal systems including Reynolds & Reynolds CRM to support scheduling, lead tracking, and service communication.

● Communicated with customers and internal teams to resolve scheduling issues and maintain a positive service experience.

● Conducted vehicle inspections and coordinated maintenance to ensure safety, reliability, and customer satisfaction.

● Responded quickly to unexpected service issues, identifying solutions and minimizing disruptions.

● Trained drivers on time management, operational procedures, and service expectations.

● Supported overall dealership operations through strong organization, communication, and attention to detail.

State Tested Nursing Assistant (STNA)

Independence Village of Avon Lake — Avon Lake, OH

Aug 2015 – Sep 2018

● Delivered high quality care to 60+ residents in a fast paced environment requiring strong communication and empathy.

● Built trusting relationships with residents and families by actively listening and responding to concerns.

● Monitored patient conditions and communicated changes promptly to healthcare staff.

● Maintained detailed documentation to ensure clear communication among care teams.

● Managed challenging situations using calm communication and effective problem solving.

Caregiver

Symphony at Olmsted Falls / Kemper House — Olmsted Falls, OH Mar 2014 – Jun 2017

● Provided personalized care for residents with diverse needs while maintaining dignity and respect.

● Communicated regularly with healthcare professionals and families to coordinate care.

● Built strong relationships with residents to improve comfort and quality of life.

● Maintained accurate care documentation to support continuity of care. Resident Assistant

The Landing of Canton — Canton, OH

Feb 2010 – Mar 2013

● Supported residents with daily needs while maintaining a safe and organized living environment.

● Responded promptly to resident concerns, maintenance issues, and safety needs.

● Assisted with community programs and activities to improve resident engagement.

● Collaborated with staff to ensure effective communication and consistent support for residents.

Education

High School Diploma

Minerva High School — Minerva, OH

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