Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Sandra Shea

Henrietta,NY

Summary

Corporate Trainer and Developer for Sutherland Global Services. Possess extraordinary organizational and client knowledge, as well as team lead skill sets. Serve as resource and guide for Program Director, and marketing professionals. Experience and familiarity with the following: - Multi-channel contact center software - Conflict resolution proficiency - Proficient in customer account software - Service solutions expert - Customer Relationship Management software (CRM) - High customer service standards - Customer service management expertise - Dedicated to process improvement - Strong problem-solving ability - Troubleshooting skills - Telecommunications knowledge - Meticulous attention to detail - Team management - Skilled multi-tasker - Scheduling - Deadline-oriented

Overview

20
20
years of professional experience
1
1
Certification

Work History

Tech Support/Customer Service/Training/Subject Matter Expert

Sutherland Global Services
Rochester, NY
04.2004 - Current
  • Developed highly empathetic customer relationships and earned reputation for exceeding sales goals
  • Cross-trained and provided back-up for other customer service representatives when needed
  • Promptly responded to general inquiries from management via e-mail
  • While serving in a role as an assistant TM, I guaranteed positive customer experiences and resolved all customer complaints
  • Regularly sought opportunities to upsell and pitch add on (additional) services
  • Graduated LEAD
  • Assisted in launching Brick & Mortar in 2017 for Cox Communications
  • Worked to transition program to a retention call type - where our end goal was to retain customers
  • In March 2019, moved from the support role to Trainer supporting Cox Communications
  • In January 2020 - RCN Trainer
  • While not facilitating training, I developed mini huddles around technical processes, retention processes, and assisted with client feedback.

Education

Certificate of Completion: Business Management -

UCI
Rochester, NY
01.2001

Graduated -

Josh Lofton Senior High School
Rochester, NY
01.2000

Skills

  • Training and mentoring
  • Strong analytical skills
  • Customer Focus
  • Creative solutions
  • Strategic Thinking
  • Innovative Mindset
  • Deep expertise
  • Time Management
  • Teamwork and Collaboration
  • Team building
  • Multitasking Abilities
  • Attention to Detail
  • Active Listening
  • Analytical Thinking
  • Process Improvement
  • Organizational Skills
  • Relationship Building
  • Problem-Solving
  • Reliability

Accomplishments

  • Customer Assistance - Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed
  • Customer Service - Researched, calmed and rapidly resolved customer conflicts
  • Outbound sales - Consistently generated additional revenue through skilled sales techniques
  • Working knowledge of Pro-3 and Spin (while on QuickBooks account)

Certification

Meta Digital Certification

Articulate 360

Six Sigma Yellow Belt

Timeline

Tech Support/Customer Service/Training/Subject Matter Expert

Sutherland Global Services
04.2004 - Current

Certificate of Completion: Business Management -

UCI

Graduated -

Josh Lofton Senior High School

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Sandra Shea