Sabrina Peters
Okeana,OH
Summary
Skilled Agent experienced in identifying the needs of the client and working to find a solution promptly and professionally. Outgoing Technical Support Specialist with Cengage for 6+ years of customer service experience. Fantastic salesman with proven eye for detail and goal-oriented mindset. Known for closing sales quickly and ensuring both buyer and seller satisfaction.
Overview
10
10
years of professional experience
Work History
Certified Agent - Technical Support Representative
Cengage
Independence, KY
04.2020 - Current
- Provide live and non-live support for a variety of digital platforms via phones, chats and emails using Salesforce
- Deliver detailed information regarding customer interactions with Salesforce
- Troubleshoot and resolve live and non-live customer-reported issues
- Escalate platform enhancement requests
- Aid with integration of digital platforms into learning management systems.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Informed clients of policies and procedures.
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
Customer Support Associate
Cengage
Independence, KY
06.2018 - 04.2020
- Handled Special Accounts
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and concerns.
- Collaborated effectively with cross-functional teams to address complex customer issues and achieve positive outcomes.
- Issued credits for contested returns, shipping fees and damaged merchandise.
- Provided detailed product information to customers, leading to informed purchasing decisions.
- Managed high volumes of customer calls and emails, ensuring timely and accurate responses.
- Personalized customer interactions, making customers feel valued and improving service perception.
Resident Assistant
The Wellington
Cincinnati, OH
09.2017 - 05.2018
- Maintained clean, safe, and well-organized patient environment.
- Improved resident satisfaction with prompt and empathetic resolution of conflicts and concerns.
- Provided emotional support to patients and their families during difficult times, fostering positive relationships.
- Completed light housekeeping tasks to maintain clean, safe environment for patients at all times.
- Documented observations accurately in order to provide valuable information to healthcare professionals regarding patient condition changes.
- Enhanced patient comfort by assisting with personal hygiene tasks such as bathing, dressing, and grooming.
- Assisted disabled clients to support independence and well-being.
Restaurant Team Member - Crew
Chipotle, Inc
Cincinnati, OH
12.2016 - 09.2017
- Performed opening and closing duties as needed, ensuring the restaurant was prepared for efficient operation each day.
- Demonstrated exceptional multitasking abilities by managing multiple tasks simultaneously during peak hours without sacrificing quality of service or attention to detail.
- Assisted in maintaining a clean and organized dining area, contributing to a positive guest experience.
- Helped maintain high levels of cleanliness throughout the establishment, following established cleaning protocols for both front-of-house and back-of-house areas consistently
- Participated in regular training sessions to stay up-to-date on menu offerings and company policies, leading to improved job performance.
- Used slow periods to restock supplies, ice, trays, and delivery bags.
Host/Service Assistant
Longhorn
Cincinnati, OH
04.2016 - 10.2016
- Handled high-pressure situations gracefully, managing multiple tasks simultaneously and effortlessly
- Maintained organized waitlist for busy times, ensuring efficient seating of guests.
- Enhanced customer satisfaction by greeting and seating guests promptly upon arrival.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
Movie Theater Employee
Cinemark Theatre
Cincinnati, OH
10.2014 - 08.2016
- Handled cash register transactions accurately while providing friendly service
- Maintained lobby, hallway, and auditorium cleanliness using various sanitation practices.
- Provided assistance to guests with special needs and helped with seat accommodations.
- Assisted in maintaining clean and safe theaters , promoting positive guest interactions.
- Checked IDs for age-restricted shows in compliance with regulations.
- Welcomed guests to theater with friendly demeanor and smile and directed to screening rooms.
- Provided exceptional customer service to promote positive movie-going experience.
Education
Bachelor of Science - Psychology
McMicken College of Arts And Sciences, University of Cincinnati
Cincinnati04.2018
High School Diploma -
Oak Hills High School
Cincinnati06.2014
Skills
- Patience and Empathy
- Reliability and punctuality
- Professionalism and Courtesy
- Reliable and punctual
- Engaging personality
- Multitasking and Organization
- Reliability
- Collaboration and Teamwork
- Excellent Communication
- Critical Thinking
Volunteer Experience
- Cincinnati Zoo and Botanical Garden via MCE Boosters
- Cincinnati Reds – Skyline Chili Stand via MCE Boosters
Timeline
Certified Agent - Technical Support Representative
Cengage
04.2020 - Current
Customer Support Associate
Cengage
06.2018 - 04.2020
Resident Assistant
The Wellington
09.2017 - 05.2018
Restaurant Team Member - Crew
Chipotle, Inc
12.2016 - 09.2017
Host/Service Assistant
Longhorn
04.2016 - 10.2016
Movie Theater Employee
Cinemark Theatre
10.2014 - 08.2016
Bachelor of Science - Psychology
McMicken College of Arts And Sciences, University of Cincinnati
High School Diploma -
Oak Hills High School
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