Sandra Sutton
Vacaville,CA
Summary
Productive Call Center Representative with 20 years of experience building rapport with clients and providing quality support. Gifted in answering large volume of customer calls and resolving customer complaints. Recognized for consistently earning top customer satisfaction ratings. Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions. Flexible Customer Service Representative offering 20 years of success in resolving customer concerns and inquiries. Versed in accurately documenting call details and preparing reports. Committed to providing helpful answers and relevant information to retain clients. Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
23
23
years of professional experience
Work History
Debt Contact Representative
Social Security Adminstration
Richmond
05.2003 - Current
- Maintained accurate documentation of all interactions with customers in a customer relationship management database.
- Resolved billing discrepancies between customers and the company's accounting system.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Negotiated payment arrangements with customers who were past due on their accounts.
- Maintained accurate records of all collection activities in the system database.
- Conducted skip tracing to locate missing customers with overdue accounts.
- Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
Legal Administrative Specialist
Social Security Adminstration
Richmond
06.2001 - 06.2003
- Makes final determinations on the full range of postadjudicative actions, entitlement and nonentitlement to benefits, continuing entitlement to benefits, and the payment amounts thereof. Adjusts established benefits and makes payments through the system or Single Payment System (SPS). Initiates and responds to telephone contacts, including the 800 number, to resolve issues or discrepancies and/or explain or obtain information.
- Initiates Single Payment System (SPS) payments when Master Beneficiary Record (MBR) payment is prohibited. Identifies impact of SPS payment on other systems, records and programs. As appropriate, adjusts SPS payments and notifies the beneficiary/recipient, in writing, of actions taken. Adjusts record for Critical Payment System (CPS) actions
- Processed payments received from clients; prepared invoices for services rendered.
- Proofread legal documents prior to submission ensuring accuracy of content and formatting requirements were met.
Education
Associate of Arts - Paralegal Studies
Merritt College
Oakland, CA05-2000
Some College (No Degree) - Western Civilization, History of California
San Francisco State University
San Francisco, CASome College (No Degree) - History
Contra Costa College
San Pablo, CASkills
- Social Perceptiveness
- Strong interpersonal skills
- Goal-Oriented
- Call Control
- Customer Service
- Complaint resolution
- Data Entry
- Database Research
- Customer communications
- Resolving issues
- Providing customer support
Timeline
Debt Contact Representative
Social Security Adminstration
05.2003 - Current
Legal Administrative Specialist
Social Security Adminstration
06.2001 - 06.2003
Associate of Arts - Paralegal Studies
Merritt College
Some College (No Degree) - Western Civilization, History of California
San Francisco State University
Some College (No Degree) - History
Contra Costa College
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