Sandra Grace
Somerset,MA
Summary
Versatile Office Support Specialist with experience aiding leadership with administrative activities and processes. Cultivated working relationships to produce exceptional results. Strong attention to detail with Microsoft Office proficiency.
Overview
11
11
years of professional experience
Work History
Office Support
Drs. Babin and Levine
Fall River, MA
09.2020 - Current
- Answered calls to assist with customer questions and concerns.
- Completed day-to-day duties accurately and efficiently.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Understood and followed oral and written directions.
Call Center Manager
Eye Health Vision Centers
North Dartmouth, MA
12.2012 - 05.2019
- Delegated work to staff, setting priorities and goals.
- Monitored daily operations, including call volume, average speed of answer, service levels, customer satisfaction scores, and other key metrics.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Trained and supervised new employees to promote overall team productivity and consistent service.
- Provided coaching on best practices in customer service techniques to improve quality of interactions with customers.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Used automated call center customer survey and tracking system to gain valuable feedback for continuous improvement efforts.
- Ensured compliance with relevant laws, regulations and policies related to customer service operations.
- Maintained records on all incoming calls including duration, type of inquiry and complaint, resolution action taken.
- Developed employee performance and satisfaction optimization programs.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Resolved escalated customer complaints in an efficient manner while maintaining positive relationships with clients.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Delivered constructive call process feedback.
Education
Associate of Science - Medical Administrative Practices
Bristol Community College
Fall River, MA05-2012
Skills
- Customer Service
- Administrative Support
- Staff Hiring
- Compliance Monitoring
- Office Management
- Employee Supervision
- Data Entry
- Team Supervision
- Customer Relations
- Information Protection
- Scheduling and Calendar Management
- Mail Handling
- Staff Training
- Conflict Management
- Clerical Support
- Scheduling
Timeline
Office Support
Drs. Babin and Levine
09.2020 - Current
Call Center Manager
Eye Health Vision Centers
12.2012 - 05.2019
Associate of Science - Medical Administrative Practices
Bristol Community College
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