Summary
Overview
Work History
Education
Skills
Timeline
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Sabrina Holmes

San Antonio,TX

Summary

Diplomatic Customer Service Agent versed in applying strong communication, problem-solving skills and polite, professional demeanor to resolve customer issues and maximize satisfaction. Experienced in exceeding performance goals in fast-paced call center environments. Trained in connecting with customers to build positive relationships and strengthen loyalty. Well-spoken professional with several years of experience supporting companies with up to several customer service inquiries daily. Patient and helpful navigator of company policies and regulations to best serve customers while adhering to company rules. Successful de-escalator, responding to tense situations with sense of calm and empathy.

Overview

8
8
years of professional experience

Work History

Call Center Agent

Access2Care
Houma , LA
10.2023 - 02.2024
  • Managed customer accounts, including updating account information as needed.
  • Greeted customers in a professional and courteous manner.
  • Monitored incoming calls to ensure they were routed correctly according to established protocols.
  • Assisted customers with inquiries, issues and complaints via telephone, email and chat.
  • Utilized problem solving techniques when dealing with difficult or irate customers.

Call Center Agent

Maximus
San Antonio, Tx
03.2020 - 01.2022
  • Managed customer accounts, including updating account information as needed.
  • Resolved common and complex issues by determining need of customer and immediately offering favorable solutions, increasing customer satisfaction scores.
  • Assisted callers per week in fast-paced environment.
  • Navigated through computer systems to review information and respond appropriately to callers.
  • Engaged actively with callers, confirming or clarifying information and diffusing anger.
  • Provided top quality control and eliminated downtime to maximize revenue.

Call Center Representative

Apple
San Antonio, TX
06.2018 - 05.2019
  • Strengthened customer retention by offering discount options.
  • Took special orders in person and over telephone, generating additional revenue every month.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Exceeded established service goals while leveraging customer service, sales and employee management best practices.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Conferred with customers by telephone or in person to provide information about products or services and take orders.

Cashier

Burger King
Houma, LA
05.2016 - 09.2017
  • Conducted price checks for special orders or discounts as requested by customers.
  • Kept records of purchases; maintained orderly appearance of checkout area; restocked supplies as needed.
  • Performed other duties as assigned by management.
  • Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
  • Issued receipts, refunds, credits or change due to customers.
  • Greeted customers and answered any questions they had about the store's products and services.

Education

Associate of Arts - Nursing Assistance

Lamson Institute
San Antonio, TX
01-2025

High School Diploma -

Blue Cliff - Houma
Houma, LA
08-2016

Skills

  • Customer Education
  • [Product or Service] expertise
  • Appointment Setting
  • Quality assurance optimization
  • Customer communications
  • Call Center Operations

Timeline

Call Center Agent

Access2Care
10.2023 - 02.2024

Call Center Agent

Maximus
03.2020 - 01.2022

Call Center Representative

Apple
06.2018 - 05.2019

Cashier

Burger King
05.2016 - 09.2017

Associate of Arts - Nursing Assistance

Lamson Institute

High School Diploma -

Blue Cliff - Houma

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Sabrina Holmes