Sabra Farnell

• Met customer call guidelines for service levels, handle time and productivity on 50-100 calls per day.
• Delivered prompt service to prioritize customer needs.
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
• Sought ways to improve processes and services provided.
• Escalated complicated customer account issues to supervisors and help desk workers.
• Adhered to company policies and scripts to consistently achieve call-time and quality standards.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Able to navigate across several data bases while keeping customer's engaged
• I can apply active listening skills and use empathy creating customer confidence
• I get results
• I use multiple monitors to help navigate across several different databases and programs.

I am proficient in Microsoft office suite, contact 360, Five 9 softphone, Comcast csg, Microsoft teams and other programs.

I consistently score 100's on my call evaluations

My supervisor jus recognized me in Above and Beyond for going the extra mile.

• I worked with Mass Markets during the covid-19 pandemic
• I was responsible for handling inbound and outbound calls
• I set up appointments for people in Florida to get vaccinated
• I dealt with customers in a polite but timely manner, and escalated calls as necessary
• When the Florida Vaccine program was over, I was transferred to the Federal CDC vaccination hotline
• On the CDC platform, I answered calls regarding vaccine questions
• I am proud to have done this work and am seeking employment that will be equally rewarding
• I am familiar with the five 9 software program
• I am also skilled in the Amazon Work Space platform
• I possess knowledge in the CRM production environment and also the Genesys Cloud based software

• Adhered to all safety guidelines
• Assisted customers by providing answers to whatever questions may arise
• Provided excellent customer service with a smile
• Kept all areas clean, organized and in line with company professional standards
• Controlled disruptions from unruly patrons, collaborating with security to coordinate removals
• Protected patrons by following exacting safety procedures and monitoring behaviors
• Stayed busy during slow work periods, frequently handling clean up and sanitation

• Satisfied both tenants and owners, effectively managing relationships and handling routine needs
• Collected rent payments and wrote receipts in a timely manner
• Made deposits into owner's bank account
• Oversaw contractors that were hired to do routine maintenance
• Cleaned apartments and grounds after tenants moved out
• In-House Caregiver

• This was a private Individual
• Mr Cook had a stroke that left him without the use of his right side
• He could not talk, but he could communicate
• Promoted patient well-being with emotional support, companionship, and appropriate recreation
• Diffused conflict in the home
• I sat with Mr Cook while Ms Cook went to Dr's appointments, grocery shopping etc
• Tommy died 4/19

• This employment was through a private individual
• Ms McLean's Mother-In-Law (Eloise) had Alzheimer's Disease
• I provided Eloise with mental and emotional support
• I gave her my friendship and love
• I prepared balanced, healthy meals and snacks for Eloise
• I helped her with dressing and personal grooming
• I dispensed medication at scheduled times
• I promoted mental health with stimulating activities and conversation
• Eloise went to live at a skilled nursing facility 10/17