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, IL01-2012
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