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SARAH THOMAS
v Email: sarah@gmail.com
QUALIFICATIONS SUMMARY
Highly personable Customer
Service Professional/Office Administrator with over ten years of experience
in account & team management, office administration, customer service,
sales processing and call-center operations within the mobile marketing,
magazine subscriptions, cable and telecommunications, and many other
industries. I am talented for identifying and resolving customer needs and
presenting appropriate company product and service offerings.
· Demonstrated
ability to gain customer trust and provide exceptional follow-up leading to increased
repeat and referral business.
· Track
record of assisting in the design and implantation of reporting procedures that
reduced labor costs and improve customer satisfaction ratings.
· Expertise
in resolving escalated customer service issues.
· Secured
numerous company achievement awards for delivery of exceptional customer
service.
·
Served as Executive Administrative
Assistant to the COO
· Proficient
with Microsoft Office System i.e. Word, Excel, Power Point, Access, and Outlook.
Professional Experience
AGILE
COMMUNICATIONS GROUP – Tampa,
Florida
2007-2010
Customer
Care Lead/Office Administrator
I
served as Customer Care Lead for a telecommunications company that specialized
in offering mobile marketing services to companies that would allow them to
communicate with their clients on a one to one or one to many bases. I also
served as an assistant to the COO of the company. I maintained his calendar,
handled his appointment & scheduling details, and ran the front office. I
handled incoming & outgoing mail, greeted clients, set the conference room
up for meetings and/or webcasts, answered phones & directed them to the
appropriate staff members, and arranged & maintained the filing system.
Daily
routine would be to create new client accounts and maintain a good relationship
with existing clients by setting up new mobile marketing campaigns that would
promote their business or manage an existing campaign and report back
statistics such as opt ins and opt outs. I also collaborated with the Sales
Team, COO, and Senior Developer to test new system features and to create
strategic plans to enhance customer satisfaction. I also made and received calls
to and from new & existing clients regarding customer service related
issues and maintain the front office.
·
Instrumental
in improving customer-satisfaction ratings through suggestion, development, and
implementation of new reporting procedures.
·
Increased
client knowledge by assisting and informing them of new system features,
testing campaigns, and User Manuals.
·
Received
outstanding positive comments from clients, as well as exceptional feedback
from Senior Management
STRATEGIC
TECHNOLOGIES/LENNAR
HOMES – Tampa,
Florida
2002-2006
Customer
Care Specialist/Manager
Initially
I was hired as a Customer Care Specialist for the Alarm Division for a company
that installed wiring for security systems, surround sound systems, and
smoke detectors for all of Lennar and US Homes communities in Florida and
Texas. Later, I was promoted as Customer Care Manager within the Cable Division
to oversee the daily job of each CCR within each office.
Alarm
Division:
My job was to take inbound calls from Lennar and/or US Homes Builders
requesting to have installation done on a home that was now at the wiring stage
for a security system and/or surround sound system. I’d set up the appointment
in the system, schedule an installer to the requested home, and provide him/her
with a work order detailing what needed to be done. Once the job was complete,
I’d close out each work order with the Builder and in the system.
Cable
Division:
I’d receive calls from homeowners calling in to set up an appointment to have
their cable and/or internet connected. I’d inform them of the different
packages and pricing available in their community and schedule a technician to
their home at a time that was of convenience for them. Later as Customer
Care Manager, I’d also have to review each service ticket prepared by the
Customer Care Reps to confirm job completion by the technicians and compare
each ticket to the CCR’s commission sheet. I would also receive all escalated
calls from both customers and Reps that required the attention of a Manager.
·
Assisted
with the revamping of the Customer Care Manual that would be used by every CCR
within each office.
·
Received
several WOW acknowledgements for offering great customer service.
·
Received
positive feedback from homeowners, senior management, and builders during my
term with the company.
TIME
CUSTOMER SERVICE – Tampa, Florida 2000-2002
Customer
Service/Sales Representative
I
was hired as a Customer Service and Sales Representative for a magazine
subscription based company owned and operated by Time Warner.
I
answered incoming calls from customers who wanted to subscribe to any of Time
Warner publications such as People, Time, Sports Illustrated, and many more.
I’d also handle other customer service related issues such as changing
addresses, canceling subscriptions, taking payments, setting up gift
subscriptions, and/or resolving complaints. My job was also to up-sell other
magazines to each caller based on the subscriptions that he or she currently
subscribed to.
·
Received
multiple weekly rewards for exceeding the up-sell quota required of each CSR.
·
Assigned
Team Leader because of excellent customer service provided.
EDUCATION
High
School Diploma (1997) - Paramount High School – Boligee, Alabama
Business
Administrative Certificate (1995-1997) – Peter J. Kirksey Vocational
Center – Eutaw, Alabama
v References Available Upon Request
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