Mistie Sanders
Barling,AR
Summary
Knowledgeable and dedicated customer service professional with extensive experience in banking, medical and financial industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
17
17
years of professional experience
Work History
Customer Service Representative
The Employment Company - AFMC
01.2023 - 10.2023
- Enhanced client satisfaction by promptly addressing concerns and providing accurate information.
- Assisted clients by receiving inbound calls and transferring to the correct department for dsimproved efficiency and reduced wait times.
- Resolved client complaints with empathy, resulting in increased positive relationships.
- Assisted clients in navigating the Access.Arkansas.gov portal to apply for Health Care, SNAP, and TEA programs.
- Maintained detailed records of client interactions, ensuring proper follow-up and resolution of issues.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Actively listened to clients, handled concerns quickly and escalated major issues to supervisor.
- Answered clients telephone calls promptly and a constant flow of calls with minimal wait times
- Updated clients account information to maintain up to date demographic records for clients and case workers.
- Participated in team meetings and training sessions to stay informed about updates and changes.
- Utilized multiple software to manage interactions and maintain clients cases.
- Reached out to clients via outbound calls to inquire if received the Medicaid renewal paperwork.
- Assisted clients with services through Arkansas Department of Human Services.
Instructor
Bost Inc.
10.2018 - 09.2022
- Improved consumer comprehension by incorporating diverse teaching methods and materials to individuals with intellectual and physical disabilities.
- Provided individualized support for 10 consumers in the classroom.
- Assisted consumers in the classroom environment through the implementation of learning how to do art, cooking, shopping, crafts, cleaning, financial and agricultural activities.
- Increased student motivation by developing and creating engaging lesson plans that catered to various learning styles.
- Maintained accurate behavioral records for consumers.
- Maintained the company van daily and provided transportation for consumers to the facility.
- Trained in CPR, First-Aid, and the MANDT system.
- Evaluated and revised lesson plans and course content to achieve student-centered learning.
- Maintained consumers accurate behavioral records for Psychiatrist, Case Workers, peers and Waiver staff.
- Participated in department meetings and training to provide up to date curriculum and procedures.
- Provided physical care
- Enhanced quality of life for clients by facilitating social activities and outings designed to engage and stimulate.
- Promoted client health by assisting with daily hygiene tasks, medication administration, and regular exercise routines.
- Collaborated with family members and staff to ensure effective communication regarding the care plan and any necessary adjustments.
- Assisted clients at their place of resident
- Maintained detailed records of client progress, enabling accurate reporting to family members and healthcare professionals involved in their care plan.
- Developed positive relationships with clients by demonstrating empathy, patience, flexibility, which led to increased trust between caregiver and client.
Banking Customer Service Representative
Sykes
08.2014 - 12.2017
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Assisted customers in navigating online banking platforms, improving their overall digital banking experience.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Assisted in fraud prevention efforts by closely monitoring customer accounts and reporting suspicious activity as required.
- Answered bank phone lines and directed customers to appropriate department to address concerns.
- Investigated disputes and handled suspected fraud with diligence and attention to detail.
- Met customer call guidelines for service levels, handle time and productivity.
- Assisted customers with navigating bank systems, completing transactions and opening or closing accounts.
- Enhanced system performance by implementing and maintaining complex computer systems.
- Increased system efficiency by implementing new software and hardware solutions for computer systems operations.
- Trained to use multiple software programs, hardware, and network standards and use processes.
- Trained to access and use computer software applications to update and maintain records of customers.
- Utilized computer software programs such as MS Office 365 Suite and other software to facilitate maximum productivity.
- Provided customers with assistance with transactions and disputes.
Customer Service Representative
Experian
01.2007 - 08.2009
- Managed difficult customer interactions calmly and effectively, reducing escalation levels and maintaining company reputation.
- Assisted customers in navigating company website features, educating customers on credit monitoring.
- Educated customers on how to freeze and unfreeze credit file, correct inaccurate information on their credit file, and add or remove fraud alerts, access their annual credit report and accessing their Experian credit score.
- Advised customers about new products and assisted customers in determining credit monitoring product needs.
- Help customers take financial control and access financial services, businesses make smarter decision and thrive, lenders lend more responsibly, and organizations prevent identity fraud and crime.
Education
Associate of Science - Information Technology
University of Arkansas System EVersity
Little Rock, AR09.2017
High School Diploma -
Smyrna High School
Smyrna, DE05.1999
Skills
- Report Generation
- Scheduling
- Call Management
- Account updating
- Microsoft Outlook
- Documentation
- Active Listening
- Critical Thinking
- Dispute Resolution
- Customer Education
- Call Center Operations
- Multi-line phone talent
- Customer Service
- Microsoft Office Suite
- Microsoft PowerPoint
- Call center experience
- Computer Proficiency
- Problem-solving abilities
- Prioritization
- Account Management
- CRM Software
- Live chat support
- Clerical Support
- Microsoft Excel
- Report creation
- Complaint Handling
- [Software] CRM system proficiency
- Call triaging
- Conflict Resolution
- Problem Resolution
- Customer Relations
- Spreadsheets
- Complaint resolution
- Data Entry
- Appointment Scheduling
- Information Security
Timeline
Customer Service Representative
The Employment Company - AFMC
01.2023 - 10.2023
Instructor
Bost Inc.
10.2018 - 09.2022
Banking Customer Service Representative
Sykes
08.2014 - 12.2017
Customer Service Representative
Experian
01.2007 - 08.2009
Associate of Science - Information Technology
University of Arkansas System EVersity
High School Diploma -
Smyrna High School