Erin Sestrich

• Handle escalated and damaged situations via phone, email, and social media channels.
• Support Tier 1 and Tier 2 agents to provide an excellent customer service experience for customers.
• Continual interactions through all SMG public-facing channels.
• Quickly assess situations to resolve escalated consumer issues.
• Assist consumers via a call center atmosphere (phone, email, chat, social).
• Guidance with working and training onboarded Tier 3 agents
• Assisted with Tier 1 agent training, along with creating training videos in Iorad.
• Work on daily enclosures and refunds created by Tier 1 and Tier 2 agents.
• Assist with Agent Opportunities for Tier 1, Tier 2, and Temporary agents for accuracy

• Oversaw Middle School library program, enhancing student engagement and resource accessibility.
• Coordinated and independently managed book fairs to promote reading initiatives.
• Updated library collection by fifty percent over three years to meet student needs.
• Collaborated with teachers to develop students' learning skills through tailored resources.
• Organized data and drafted monthly reports to track library usage and improvements.
• Instructed individuals and groups on library practices to foster information literacy.
• Processed new material acquisitions efficiently, ensuring timely availability for students.
• Monitored industry trends via social media and online sources to inform library strategy.

• Enhanced customer service by supporting patrons with research and library inquiries.
• Oversaw a team of 19 or more employees, fostering a culture of excellent service delivery.
• Assisted patrons daily through numerous reference calls, fulfilling specific information requests.
• Performed electronic research using platforms like LexisNexis for accurate data retrieval.
• Facilitated effective communication within the team during staff meetings.
• Managed administrative tasks, including paperwork organization, report generation, and bookkeeping activities.
• Partnered with the Branch Manager to address service challenges and streamline operations.
• Resolved conflicts by negotiating clear agreements between employees regarding task directives.

• Trained new customer service representatives on company policies and procedures.
• Assisted in developing training materials for new hires as well as existing employees.
• Created reports on daily, weekly, monthly basis related to customer service activities.