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Sandra Burns
Fairfield,Ohio
Summary
Dynamic Senior Customer Support Specialist with a strong track record of enhancing customer satisfaction through effective problem-solving and escalation management. Proficient in managing customer interactions via email and live chat, ensuring high first-contact resolution rates and positive customer experiences.
Overview
18
18
years of professional experience
Work History
Senior Customer Support Specialist
SentriLock LLC
West Chester, OH
07.2014 - Current
- Led resolution of complex customer inquiries, enhancing satisfaction and loyalty.
- Increased first-contact resolution rates by implementing proactive measures such as self-help resources and detailed troubleshooting guides.
- Delivered outstanding service on escalated calls, resulting in numerous satisfied customers who provided positive testimonials.
- Maximized productivity by consistently meeting or surpassing established individual and team targets.
Customer Support Specialist
Temporary Agency for SentriLock LLC
West Chester, OH
04.2014 - 07.2014
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Managed ticketing system to track and prioritize support requests efficiently.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
Customer Service Call Center Representative
Convergys, AT&T Uverse
Erlanger, KY
10.2012 - 03.2014
- Resolved customer inquiries effectively through active listening and problem-solving techniques.
- Managed high call volumes while maintaining professionalism and customer satisfaction.
- Documented customer interactions accurately in CRM systems to ensure seamless follow-up and tracking.
Warehouse Associate
Amazon
Hebron, KY
05.2008 - 09.2012
- Operated warehouse equipment to efficiently manage inventory flow.
- Collaborated with team members to ensure timely order fulfillment.
- Maintained cleanliness and organization of work areas for safety compliance.
- Increased accuracy in order picking by utilizing electronic scanning devices and following established procedures.
- Prepared orders for shipment by picking, packing, and labeling merchandise.
Education
Graphic Imaging Technology
Cincinnati State Technical And Community College
Cincinnati, OHSkills
- Email communication
- Service ticket management
- Problem-solving
- Computer skills
- Live chat support
- Escalation management
- Time management
- Microsoft Office
Interests
Timeline
Senior Customer Support Specialist
SentriLock LLC
07.2014 - Current
Customer Support Specialist
Temporary Agency for SentriLock LLC
04.2014 - 07.2014
Customer Service Call Center Representative
Convergys, AT&T Uverse
10.2012 - 03.2014
Warehouse Associate
Amazon
05.2008 - 09.2012
Graphic Imaging Technology
Cincinnati State Technical And Community College