Overview
Work History
Education
Skills
Timeline
Generic

Sandra N Springfield

ELMHURST,United States

Overview

7
7
years of professional experience

Work History

Passenger Service Representative

Metra
Chicago, IL
02.2023 - Current
  • Created reports on customer feedback, complaints, and suggestions for management review.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Developed new hire manual for providing excellent customer service experience.
  • Demonstrated leadership by making improvements to work processes and helping to train others.
  • Occasionally works outdoors assisting and directing customers.
  • Create PO #
  • Order Supplies using PO #

Customer Service Representative

Stericyle
Bannockburn, IL
04.2017 - 09.2023
  • Trained new staff in relevant processes and procedures.
  • Resolved escalated customer complaints or queries promptly and efficiently.
  • Maintained accurate records of customers' interactions with the company in order to provide better future services.
  • Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
  • Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
  • Assisted in reviewing and analyzing potential vendors to determine the most suitable for procurement of goods and services.
  • Prepared purchase orders and other documents related to purchasing activities.
  • Maintained accurate records of all purchases, invoices and payments.
  • Monitored phone calls to provide feedback and coaching.
  • Led team engagement to assist cross-functional departments and achieve goals.
  • Maintained contract management systems to ensure accuracy of all contractual data.
  • Reviewed vendor invoices for accuracy prior to payment processing.

Education

Associate of Arts - Business Administration And Management

American InterContinental University
Schaumburg, IL
01-2012

Skills

  • Complaint Resolution - Handled difficult customers and employees without compromise of company's procedures
  • Product Knowledge - Learning key details regarding each assignment and product to properly inform new employees and customers
  • Call Management - Routed more than 100 calls to skilled employees
  • Critical Thinking - Actively listened to customers and employees to come up with solutions
  • Conflict Resolution - Handled Irate customers and solved issues with fellow co-workers
  • Active Listening - Reviewed co-workers calls to give feedback for improvement
  • Documentation - Documented more than 70 calls daily with follow up emails
  • Workflow Management - Assigned work evenly based on employee skills
  • Account Management - Managed 25-30 students per month Bringing in more than $100k monthly
  • Performance Evaluations - Reviewed employees performance and reported to upper management
  • Event Coordination - Responsible for companies events with budgets of $10k - $110k
  • Training and Coaching - Trained new/veteran employees and created training manual
  • Budget Administration - Creating budget and ensuring not to exceed
  • HR Support - Sitting in on termination/write-ups and hiring

Timeline

Passenger Service Representative

Metra
02.2023 - Current

Customer Service Representative

Stericyle
04.2017 - 09.2023

Associate of Arts - Business Administration And Management

American InterContinental University

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Sandra N Springfield