Summary
Overview
Work History
Education
Skills
Timeline
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Sandra K. Graves

Miami Gardens,FL

Summary

Dedicated Customer Service Representative excellent experience in the industry. Maintains professional appearance and demeanor and expertly completes assigned tasks with focus on quality. Dependable and quick-learning team player with effective communication and organization skills. Driven and resourceful administrative professional with 20+ years of experience assisting with work of high-achieving executives. Track record supporting professional needs with well-organized precision. Successfully manages high-volume workloads in rapidly changing environments.

Overview

48
48
years of professional experience

Work History

Secretary

Shores Preschool
12.2000 - Current
  • Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Reduced call resolution time through efficient problem-solving and communication skills.
  • Provided empathetic support for customers.
  • Responded to customer calls and emails to answer questions about products and services.
  • Consistently met or exceeded performance goals, contributing to the overall success of the call center.
  • Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
  • Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.
  • Enhanced customer satisfaction by resolving complex issues promptly and professionally.
  • Participated in ongoing training sessions, continuously enhancing product knowledge and customer service skills.

Senior Customer Service Representative

Hammer Smith INC
12.1980 - 08.2000
  • Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Reduced call resolution time through efficient problem-solving and communication skills.
  • Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
  • Established strong rapport with customers, fostering long-term relationships and repeat business.
  • Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.

Clerk Typist

South Bend Police Department
05.1976 - 12.1980
  • Increased operational efficiency through proficient use of office equipment such as printers, copiers, scanners, and computers.
  • Eased workload for managers by taking on delegated tasks efficiently without compromising quality or attention to detail.
  • Delivered exceptional customer service when interacting with clients, addressing their needs promptly, and professionally.
  • Optimized time management by effectively multitasking across various responsibilities while adhering to strict deadlines.

Education

High School Diploma -

James Whitcomb Riley Highschool
South Bend, IN

Skills

  • Customer Service
  • Verbal and written communication
  • Office Administration
  • Organization
  • Keyboarding skills
  • Complex Problem-Solving
  • Database Administration
  • HIPAA guideline compliance
  • [Software] expertise
  • Fast Learner
  • Multitasking and Time Management
  • Customer relations and communications
  • Office Management
  • High Volume Phone Inquiries
  • Multi-line phone proficiency

Timeline

Secretary

Shores Preschool
12.2000 - Current

Senior Customer Service Representative

Hammer Smith INC
12.1980 - 08.2000

Clerk Typist

South Bend Police Department
05.1976 - 12.1980

High School Diploma -

James Whitcomb Riley Highschool

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Sandra K. Graves