Arlesia Sanders
Lee Summit,MO
Work Preference
Summary
Experienced Customer Service Representative with over 30 years of experience working in busy, fast-paced call center. Committed to providing prompt, quick and accurate service to large volume of incoming calls.
Overview
1
1
Certification
2020
2020
years of professional experience
Work History
Customer Service Representative
Zurich American Insurance
2024 - 2026
- Manage internal and external communications by addressing 52 incoming calls per day, along with emails and chats.
- Executed cancellations, reinstatements, quotes, and adjustments in vehicle transactions. Streamlined processes for vehicle purchase price changes and upgrades. Corrected vehicle identification numbers while ensuring accurate transfers.
- Assisted in managing billing contract payment statuses and processes. Facilitated seller registration to streamline account management. Generated statements of account to provide accurate financial tracking. Conducted searches for over-remitted payments to ensure accurate reconciliations. Executed stop payments to mitigate financial discrepancies. Collaborated with stakeholders to enhance payment processing efficiency. Monitored payment workflows to identify and resolve issues promptly.
- Facilitated new account setups for dealer administrators, ensuring efficient onboarding processes. Streamlined digital access to confidential documents and reports for improved administration. Emulated user profiles in DAP for enhanced support in Salesforce cases. Provided IT support to resolve issues related to MZN and other technical challenges.
- Maintained quality score of 98% and surpassed productivity goals of 90%. Consistently aligned with company goals and expectations through dedicated effort.
- Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
- Maintained a thorough knowledge of products and services to provide accurate information to customers.
- Utilized CRM software efficiently to document and detail calls and update customer profiles accurately during each interaction.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Investigate and resolve customer account discrepancies and concerns quickly.
Professional School Bus and Transit Bus Operator
Lee Summit R7, DS Busline, First Student and REM Services
2021 - 2024
- Assign drivers to routes, adjust work schedules, record number of passengers and complete reports.
- Operated buses efficiently, ensuring timely and safe transportation for passengers.
- Maintained a clean and safe bus environment for the comfort of all passengers.
- Assisted passengers with disabilities, ensuring their safe boarding, travel, and disembarking from the bus.
- Helped passengers stow and retrieve luggage, bags, wheelchairs and other items.
- Adhered strictly to traffic laws and safety guidelines while operating the bus on assigned routes.
- Contacted dispatchers and company mechanics to report vehicle issues and other problems.
- Collaborated with dispatchers to address route changes, delays, or emergencies in real time.
- Transported customers to and from assigned destinations
- Conducted comprehensive pre-trip inspections to ensure vehicle safety and compliance with regulations.
- Transported passengers safely along prescribed routes according to tight schedules.
Dispatcher
FirstTransit
2020 - 2021
- Coordinated transportation schedules to optimize route efficiency and reduce delays.
- Monitored vehicle locations in real-time using advanced dispatch software for timely service delivery.
- Communicated effectively with drivers to ensure safety protocols and operational guidelines were followed.
- Analyzed traffic patterns and adjusted routes proactively to minimize service interruptions.
- Directed dispatching, routing, and tracking of 30 fleet vehicles.
- Monitored real-time GPS tracking of units in the field to optimize routing efficiency during emergency callouts.
- Supported efficient scheduling processes, arranging staff coverage for shifts and managing time-off requests.
- Completed daily logs for management review.
- Informed passengers about route details, schedules, transfers, and fare policies as needed.
- Prepared detailed reports of daily operations including incidents, mechanical issues, delays and other pertinent information for management review.
- Performed wide-ranging administrative, financial and service-related functions.
Contact Representative
Social Security Administration, SSA
01.2019 - 01.2020
- Answered over 40 incoming callers per day, assisted customers by answering questions related to Social Security benefits, eligibility, payments, and account information while providing exceptional customer service.
- Resolved customer issues using strong problem-solving and critical-thinking skills in a high-volume call center environment.
- Reviewed and processed sensitive personal and financial information while maintaining strict confidentiality and compliance with federal regulations.
- Demonstrated strong communication, multitasking, and conflict-resolution skills while handling complex customer concerns.
- Investigated and resolved account discrepancies, payment concerns, and claims issues in a timely manner.
- Maintained performance standards for productivity, accuracy, and customer service in a fast-paced government environment.
Bus Operator / Dispatcher
First Student / Transit
01.2014 - 01.2019
- Operate a Commercial Motor Vehicle, drive 65-72 passenger school bus, transports students residing in the Kansas City Mo. School District. Transported passengers in a safe, timely, and professional manner.
- Drive ATA bus to Transport 4,000 – 8,000 visitors arriving and departing KCI Airport.
- Utilize a 2-way radio to communicate with dispatchers and drivers needing assistance with unexpected changes to schedules.
- Received commendations for exceptional customer service and professionalism during interactions with passengers.
- Consistently met or exceeded on-time performance goals, contributing to overall system efficiency.
- Performed regular bus inspections and checked brakes, steering and windshield wipers.
- Completed pre- and post-trip bus inspections for safe passenger transportation.
- Adhered to scheduled routes and accomplished timely drop-offs and pick-ups to comply with preset route criteria.
- Performed bus driving duties while keeping student safety in mind to maintain good safety record.
- Maintained Missouri Commercial Driver's license to enable legal operation of school buses for student transport, field trips, and other purposes.
Receptionist / Client Services
Randstad
01.2014 - 01.2014
- Greet and allow keyless entrance access to employees and visitors.
- Answer and direct incoming calls, record messages, schedule meetings, create and receive shipping orders, distribute mail, copy, print, fax, scan, type, prep and print reports.
- Process enrollment applications for College Investment Plans.
- Input deposits, withdraws, adjustments and warranty cancellations.
- Utilize Deal Pack to review loans and warranty packages, create balance deficiency notices and document accounts.
- Proficient with Microsoft Word, Outlook and Excel.
Human Resource Assistant
H & R Block
01.2013 - 01.2014
- Answer incoming and technical questions, screen and process 32 online applications per day.
- Perform trouble shooting (IT), document and analyze Talent Records, answer technical questions and assist potential candidates with instructions on how to complete tests and applications.
- Process onboarding documents, new hire orientation, schedule phone and in person interviews.
- Delivered friendly assistance with new hires throughout the interviewing and hiring process.
Contact Representative (Retiree)
Internal Revenue Service, IRS
01.1988 - 01.2013
- Manage workload, plan and organize the responsibility and duties of workers in my department
- Monitored performance of quality contract systems to ensure effectiveness and efficiency
- Arranged for debt repayment and established repayment schedules with customers
- Conducted follow-up on delinquent accounts and implemented effective collection strategies to recover outstanding balances
- Located and monitor overdue accounts to ensure timely collections and resolution of outstanding balances
- Answer 35-40 incoming calls per day, discuss and resolve accounts, assist with billing, conduct financial analysis, make final determinations, fax and mail correspondence.
- Educate the importance of complying with government laws, policies, and regulations.
Bus Operator / Assistant Dispatcher
01.1992 - 01.1995
- Operate a Commercial Motor Vehicle, drive 65-72 passenger school bus, transports students residing in the Kansas City MO. School District. Transported passengers in a safe, timely, and professional manner.
- Assisted school staff with student drop offs, made outcall to homes and emergency contacts, located alternate addresses for preschool drop offs and reminded parents of the school's dismissal times and procedures.
Education
High School Diploma -
Paseo High School
Kansas City, MO05-1986
Skills
- Administrative support proficiency
- Public relations expertise
- Effective time management
- Inventory control
- International IT strategy
- Effective scheduling
- Strategic documentation
- Proficient in managing multiple tasks
- Automated call management
- Experience with Salesforce
- OKTA user management
- ACH transaction management
- Digital onboarding
- Supply chain specialist
- Debt management software
- Automated data collection
- Contract negotiation support
- Advanced skip tracing techniques
- Thorough in analysis
- Proficient in interview strategies
- Collection process management
- Accurate data entry
- Accounts receivable management
- Telecommunications proficiency
- Customer support expertise
- Talent record management
- Proficient in Micro Soft Word, Excel and Outlook
- Work performance analysis
- Credit adjustment management
- Data recording
- Remote technical support assistance
- Expertise in product features and benefits
- Proficient in call handling
- Client relationship management
- Data retrieval expertise
- Customer service optimization
- Composed demeanor
- Instructional experience
- Quality management systems
- Efficient appointment scheduling
- Strong relationship-building abilities
- Creating trust
- Communicating with clients
- Documenting call details
- Research and analysis
- Responding to inquiries
- Inbound phone call management and Clear communication skills
- Customer communications
- CallSelect
- Customer feedback management
- Professional call handling
- Effective phone etiquette
- Adherence to established guidelines
- Commitment to goal achievement
- Client follow-up procedures
- Empathy skills
- Professional telephone communication
- Project workflow oversight
- Client relationship management
- Advanced negotiation skills
- Decision-making
- Active listening
- Team collaboration
- Clear communication
- Reliability and punctuality
- Multitasking and organization
- Effective time management
- Problem-solving
- Positive attitude
- Account management
- Eligibility analysis
- Account management
- Database management
- Customer needs assessment
- Service recommendations
- Patience maintenance
- System troubleshooting expertise
- Relationship building
- Keyboarding
- Documentation and reporting
- Live chat support
- Call management
- Quality assurance
- Customer correspondence
- Empathy display
- Complaint resolution
- Customer inquiries
- Call center management
- Written and oral communication
- Call center customer service
- Customer satisfaction
- Customer service
- Customer support
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Documented and resolved accounts which led to customers receiving refunds or account balance.
- Supervised team of 25 staff members.
Certification
- Commercial Driver's License – Class B
- Air Brake – Passenger endorsement
Languages
English
Full Professional
Timeline
Contact Representative
Social Security Administration, SSA
01.2019 - 01.2020
Bus Operator / Dispatcher
First Student / Transit
01.2014 - 01.2019
Receptionist / Client Services
Randstad
01.2014 - 01.2014
Human Resource Assistant
H & R Block
01.2013 - 01.2014
Bus Operator / Assistant Dispatcher
01.1992 - 01.1995
Contact Representative (Retiree)
Internal Revenue Service, IRS
01.1988 - 01.2013
Customer Service Representative
Zurich American Insurance
2024 - 2026
Professional School Bus and Transit Bus Operator
Lee Summit R7, DS Busline, First Student and REM Services
2021 - 2024
Dispatcher
FirstTransit
2020 - 2021
High School Diploma -
Paseo High School
Awards / Performance
25 years – Retired Government Service, Director’s Award - 1996 and Performance Awards 1995 –2013