Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Sarah Roberts

High Point

Summary

Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

Overview

5
5
years of professional experience

Work History

Customer Service Representative

Williams-Sonoma
10.2024 - 01.2025
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.

Escalation Supervisor

Alorica
07.2023 - 10.2024
  • Contributed to organizational growth by sharing insights from escalation experiences with relevant stakeholders, informing decisions on product improvements or policy updates.
  • Maintained accurate records of all escalations, tracking trends and identifying areas for improvement.
  • Championed the use of data-driven decision-making within the escalation department to improve overall efficiency and effectiveness.
  • Influenced long-term customer loyalty by demonstrating empathy and understanding during difficult situations, providing tailored solutions to meet individual needs.
  • Safeguarded the company''s reputation by maintaining a high level of professionalism and integrity in all interactions with customers, colleagues, and external partners.
  • Developed strong relationships with key clients, maintaining open lines of communication to address concerns promptly and professionally.
  • Improved overall company reputation by consistently delivering exceptional customer service during escalations.
  • Streamlined communication between departments by establishing clear guidelines for information sharing.
  • Fostered a positive work environment by actively supporting team members in their personal development goals and career aspirations.

Assistant Store Manager

Family Dollar
01.2020 - 11.2023
  • Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
  • Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
  • Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
  • Rotated merchandise and displays to feature new products and promotions.
  • Assisted the Store Manager in analyzing sales data to identify trends and make informed decisions for improving overall store performance.
  • Walked through store areas to identify and proactively resolve issues negatively impacting operations.
  • Mentored new employees on company policies, procedures, and best practices to ensure their success within the organization.
  • Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
  • Fostered a positive work culture by promoting teamwork and recognizing individual achievements among staff members regularly.

Education

GED -

Forsyth Technical Community College
Winston-Salem, NC
06-2024

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Customer relations
  • Problem resolution
  • Relationship building
  • Call center experience
  • Computer proficiency
  • Conflict resolution
  • Complaint handling
  • Microsoft Excel
  • Complaint resolution
  • Payment processing
  • Client relations
  • Customer satisfaction measurement
  • Professional telephone demeanor
  • Call center operations
  • Microsoft outlook
  • Scheduling
  • Follow-up skills
  • Call management

Accomplishments

  • Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
  • Cashier - Achieved highest Number of new credit accounts opened within one-month period.
  • Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
  • Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
  • Customer Relations - Earned highest marks for customer satisfaction, company-wide.
  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Timeline

Customer Service Representative

Williams-Sonoma
10.2024 - 01.2025

Escalation Supervisor

Alorica
07.2023 - 10.2024

Assistant Store Manager

Family Dollar
01.2020 - 11.2023

GED -

Forsyth Technical Community College

Similar Profiles

CREATE PROFILE
Sarah Roberts