Sabrina Davis
Montgomery,Alabama
Summary
Customer Service Representative/Quality Analyst bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
8
8
years of professional experience
Work History
HUMAN resource represenative
Adecco Staffing
01.2023 - Current
- Receive inbound calls from the residents of New Mexico City assisting with applying and checking the status of their government assistance.
- Schedule appointments and interviews for clients
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Adhere to the established call center standard operating procedures
- Maintain an empathetic and courteous demeanor
COVID COLLECTOR & DATA ENTRY SPECIALIST
LUXOR SCIENTIFIC, LLC
08.2022 - 12.2022
- Lead a group of up to 6 specimen collectors to travel to assigned schools and swab students for covid
- Prepared specimen samples for storage and transportation and adhere to all HIPPA guidelines.
- Resolves and document any problem with specimens.
- Complete assignments with accuracy in a timely manner without compromising the quality of the patient sample.
- Exercise good judgment in recognizing and correcting irregularities and/or unusual requests.
Quality Analyst
Perspecta Enterprise Solutions LLC
05.2018 - 04.2022
- Contractor for the department of education, monitoring live and recorded calls, chats, emails, and paper mail regarding Federal Student Aid.
- Improved product quality by implementing rigorous testing procedures and adhering to industry standards.
- Top Secret Security Clearance
- Adhere to the established call center standard operating procedures
- Maintain an empathetic and courteous demeanor
COLLECTION REPRESENTATIVE
ALORICA
01.2016 - 04.2018
- Answer and respond to inbound inquiries using various communication mediums
- Improved customer satisfaction by promptly addressing and resolving account issues.
- Collect on overdue balances and provide detailed billing explanations
- Reduced delinquency rates through effective negotiation and payment plan arrangements with clients.
- Use scripted responses to calls and document calls
- Adhere to the established call center standard operating procedures
- Maintain an empathetic and courteous demeanor
Education
GENERAL STUDIES -
Community College of Allegheny County
05.2015
CNA CERTIFICATION -
TRENHOLM STATE COMMUNITY COLLEGE
08.2013
HIGH SCHOOL DIPLOMA -
THE CALHOUN HIGH SCHOOL
05.2012
Skills
- Knowledge of common operating systems (Microsoft Word, Excel, and PowerPoint, Salesforce)
- Conflict resolution
- User research
- Usability testing
- Project management
- Collections
- Time Management
- Excellent Customer Service Skills
- Mindfulness and critical thinking skills
- Ability to work in a fast paced, multi-tasking environment and maintain production and quality standards determined by the clinical laboratory
- Paperwork Processing
- Telephone Reception
- Technical Troubleshooting
- Customer Support
Personal Information
Title: Quality Analyst/Customer Service
Timeline
HUMAN resource represenative
Adecco Staffing
01.2023 - Current
COVID COLLECTOR & DATA ENTRY SPECIALIST
LUXOR SCIENTIFIC, LLC
08.2022 - 12.2022
Quality Analyst
Perspecta Enterprise Solutions LLC
05.2018 - 04.2022
COLLECTION REPRESENTATIVE
ALORICA
01.2016 - 04.2018
GENERAL STUDIES -
Community College of Allegheny County
CNA CERTIFICATION -
TRENHOLM STATE COMMUNITY COLLEGE
HIGH SCHOOL DIPLOMA -
THE CALHOUN HIGH SCHOOL
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