Summary
Overview
Work History
Education
Skills
Timeline
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Sabrina Wood

Summary

A Senior Customer Service Representative bringing exceptional skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty. Knowledgeable and dedicated to provide extensive experience in customer service. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with customers. Motivated to maintain customer satisfaction and contribute to company success.

Overview

11
11
years of professional experience

Work History

Senior Representative

Boost Infinite
03.2023 - Current
  • Building positive relationships with customers by providing exceptional customer service.
  • Demonstrate strong problem-solving skills by resolving customer issues during first call and chat.
  • Provide customers with product information and answered inquiries to provide top-quality service.
  • Facilitate communication between customers and other wireless departments to facilitate resolution.
  • Handle high volume of inbound calls and chats per shift to offer assistance with wireless activations and troubleshooting steps to resolve issues with devices.
  • Work closely with each customer to carefully resolve issues within timely fashion.
  • Document all customer information accurately in computer system, providing dated notes for future reference.
  • Research customer inquiries to provide accurate and up-to-date information.
  • Train new team members on live chat procedures and customer service protocols.
  • Assist customers with order placement, product returns and order tracking.
  • Deliver exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Promote superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Educate customers about billing, payment processing and support policies and procedures.
  • Provide excellent customer care by responding to chat requests within 10 seconds.
  • Adhere to company policies and scripts to consistently achieve call-time and quality standards.
  • Place outbound customer service or customer satisfaction calls to follow up on tickets created to ensure all needs was met.
  • Attend telephone skills and program information training sessions to boost aptitude.

Apple Care Senior Advisor

Teleperformance
01.2023 - 03.2023
  • Delivered excellent customer service while working in a fast-paced environment.
  • Handled customer complaints and escalated issues according to procedures.
  • Assisted customers in identifying issues by probing and explained solutions to restore service.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
  • Educated customers about bill charges and processed payments.
  • Answered phone with friendly greeting to create positive inbound calling experience for customers.

AT&T Call Center Supervisor

Teleperformance
05.2017 - 12.2022


  • Set performance goals for agents and lead the team to meet important deadlines.
  • Inspected work environment for health and safety hazards and reported findings to manager.
  • Conducted employee evaluations and documented overall progress.
  • Taught company procedures to new employees and increased progress by identifying areas of weakness.
  • Analyzed daily,weekly,and monthly reporting and take appropriate actions to quickly close performance gaps.
  • Interviewed candidates interested in working for AT&T.
  • Follow up throughout the day with agents who was coached and developed.
  • Monitored breaks, lunches, tardies, aux and attendance.

Cashier/Pizza Chef

Lil Caesar's Pizza
10.2012 - 07.2014
  • Performed opening and closing procedures, such as counting cash register, restocking, and cleaning.
  • Provided efficient and courteous service to customers.
  • Used POS system to complete purchases for customers.
  • Followed recipes to produce food products of specified flavor and texture.
  • Seasoned dough to make wide variety of pizzas.
  • Read food order slips to prepare and cook food according to instructions.
  • Monitored and maintained clean working areas and cooking surfaces to make pizzas.

Education

Associate of Arts - Paralegal

Orangeburg Calhoun Technical College
Orangeburg, SC
05.2018

Skills

  • Great active listening skills
  • Empathy skills
  • Adaptability skills
  • Excellent and clear communication skills
  • Self-Control skills
  • Patience skills
  • Problem-solving skills
  • Great with technology
  • Great time-management skills
  • Experience working with irate customers
  • Positive attitude
  • Self-motivated
  • Professionalism
  • Integrity

Timeline

Senior Representative

Boost Infinite
03.2023 - Current

Apple Care Senior Advisor

Teleperformance
01.2023 - 03.2023

AT&T Call Center Supervisor

Teleperformance
05.2017 - 12.2022

Cashier/Pizza Chef

Lil Caesar's Pizza
10.2012 - 07.2014

Associate of Arts - Paralegal

Orangeburg Calhoun Technical College

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Sabrina Wood