Sandra D. Lanier
Peer Support Qualified Professional
Raleigh,NC
Summary
assignment to office support or customer relations role
Overview
1
1
Certification
16
16
years of professional experience
Work History
Qualified Professional/Peer Support Specialist
Aspire Supportive and Counseling Services
08.2010 - Current
Customer Service Representative
NCWORKS
03.2022 - 06.2025
- Responded to customer inquiries, resolving issues efficiently and ensuring satisfaction.
- Managed case files utilizing NCWORKS database to track client progress and services provided.
- Collaborated with team members to streamline processes and enhance service delivery.
- Trained new staff on customer service protocols, fostering a supportive learning environment.
- Analyzed client feedback to identify areas for program improvement and implement solutions.
- Developed training materials and conducted workshops to improve staff performance and knowledge.
- Led initiatives to enhance user experience, resulting in improved client engagement strategies.
- Coordinated outreach efforts to expand community awareness of available resources and services.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Improved resolution time with effective problem-solving for customer complaints.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Participated in training programs to enhance product knowledge and customer service skills.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded proactively and positively to rapid change.
- Promptly responded to inquiries and requests from prospective customers.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Sought ways to improve processes and services provided.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
Qualified Professional
Aspire Supportive & Counseling Services
01.2010 - 01.2022
- Coordination of care and services to assist consumers, taught clients daily-living skills and assisted them with re-entry into the community. Used computer skills to create schedules, plan activities, complete required documentation, search for information and identify resources available to our clients.
Education
B.S. - Mental Health
Colorado Technical University
01.2017
Bachelor of Science - Mental Health/Substance Abuse Counseling
Erie Community College
Buffalo, NY01.1998
Skills
Core computer skills Skilled in MS Word and Excel Web research abilities Office applications knowledge
Certification
Peer Support Specialist/Qualified Professional
Timeline
Customer Service Representative
NCWORKS
03.2022 - 06.2025
Qualified Professional/Peer Support Specialist
Aspire Supportive and Counseling Services
08.2010 - Current
Qualified Professional
Aspire Supportive & Counseling Services
01.2010 - 01.2022
B.S. - Mental Health
Colorado Technical University
Bachelor of Science - Mental Health/Substance Abuse Counseling
Erie Community College