Summary
Overview
Work History
Education
Skills
Timeline
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Sahara Pettiford

HENDERSON

Summary

Dedicated and creative customer care professional with a strong focus on surpassing service goals. Committed to providing unparalleled support for customer needs. Excels in smoothly managing both incoming and outgoing calls, as well as remote requests. Strong organizational, research, and time management skills enable efficient handling of multiple tasks. Solid history of success in fast-paced call centers, adept at delivering exceptional customer experiences.

Overview

6
6
years of professional experience

Work History

Customer Care Representative

Farmers Insurance Group
01.2024 - Current
  • Assist call-in customers with questions and orders.
  • Respond to customer needs through competent customer service and prompt problem-solving.
  • Build rapport with customers through active listening and empathetic responses, fostering positive relationships.
  • Streamline call response times for improved customer experience through effective communication techniques.
  • Support team efficiency by assisting colleagues with complex cases or when workload demands were high.
  • Handle escalated customer complaints effectively, de-escalating situations and providing appropriate resolutions.

Service Agent

Goosehead Insurance Agency
03.2021 - 12.2023
  • Utilized strong communication skills to effectively address customer concerns and provide solutions that met their needs.
  • Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
  • Handled challenging situations calmly and professionally, finding effective solutions under pressure without compromising quality of service delivery.

Customer Experience Advisor

CarMax
12.2018 - 03.2021
  • Maintained detailed records of customer interactions, allowing for data-driven decision-making and targeted support strategies.
  • Provided personalized support, ensuring a positive experience for each customer interaction.
  • Managed multiple priorities simultaneously while maintaining a high level of accuracy and attention to detail in all tasks.
  • Conducted regular follow-ups with customers to confirm satisfaction with resolution outcomes and address any remaining concerns.
  • Solved customer challenges by offering relevant products and services.
  • Provided positive first impressions to welcome existing, new, and potential customers.
  • Engaged with customers to effectively build rapport and lasting relationships.

Education

Associate of Arts - Business Administration And Management

College of Southern Nevada
Henderson, NV
12-2026

High School Diploma -

Liberty High School
Henderson
06-2015

Skills

  • Customer service
  • Inbound customer service
  • Data entry
  • Call center experience
  • Relationship building
  • Payment processing
  • Documentation and reporting
  • Organization
  • Time management
  • Attention to detail
  • Compliance awareness
  • Claims processing
  • Proficient in Salesforce, Workday and Zendesk

Timeline

Customer Care Representative

Farmers Insurance Group
01.2024 - Current

Service Agent

Goosehead Insurance Agency
03.2021 - 12.2023

Customer Experience Advisor

CarMax
12.2018 - 03.2021

Associate of Arts - Business Administration And Management

College of Southern Nevada

High School Diploma -

Liberty High School

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Sahara Pettiford