Summary
Overview
Work History
Education
Skills
Timeline
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Sandricka Davis

Baton Rouge,LA

Summary

Customer Service Specialist with 6 years of experience in remote support environments. Expertise in managing client inquiries and resolving complex issues through effective collaboration with cross-functional teams. Demonstrated success in streamlining processes and implementing communication strategies that enhance customer satisfaction. Strong multitasking and problem-solving abilities focused on delivering exceptional service and improving customer relationships.

Overview

9
9
years of professional experience

Work History

Customer Service Specialist

Gainwell Specialist
03.2020 - 09.2024
  • Resolved customer queries, working across departments to devise solutions (or responses) in an apt way.
  • Introduced a self-service, which enabled tandem assistance for my team only, and increased productivity by nearly 25%.
  • Strategized and communicated new processing solutions to address challenging client problems, increasing client engagement rates.
  • Followed up with clients, as necessary, to ensure their needs were met.
  • Developed Standard Operating Procedures (SOPs) to help provide quick responses to FAQs or issues.
  • Proven track record of maintaining a patient and composed demeanor, even in high-uhhh stress situations, resulting in successful resolution of customer issues and positive feedback from both customers and colleagues.
  • Proficient in active listening techniques, demonstrated by carefully hearing and understanding customers' needs, asking clarifying questions, and providing accurate and timely solutions, resulting in a 25% increase in customer satisfaction.
  • Consistently maintained a positive and enthusiastic attitude while handling customer inquiries, effectively diffusing tense situations, and ensuring a positive customer experience, as recognized through multiple commendations from satisfied customers.

Client Support Specialist

CBIZ
01.2017 - 01.2020
  • Delivered outstanding customer service by promptly addressing inquiries regarding accounts and billing via phone, email, and live chat.
  • Coordinated with multiple departments to ensure that customer issues were resolved effectively and within set deadlines.
  • Created and maintained a customer knowledge base, providing clear instructions and guidance for common customer issues.
  • Successfully completed a 4-week Salesforce Sales Operation Course during my tenure.
  • Assisted fellow employers and struggling agents via Microsoft Teams portal in real time.

Customer Support Representative

Teleperformance
06.2015 - 11.2016
  • Provided comprehensive customer support by managing a high volume of inbound customer inquiries via multiple communication channels.
  • Ensured all customer complaints were addressed in a timely and effective manner, often coordinating with various departments to resolve more complex issues.
  • Maintained the least amount of required escalations for the customer service department.
  • Performed needs analysis and presented options based on findings to help customers make decisions.

Education

Medical Assistant -

Remington College
Baton Rouge, LA
07-2025

High school diploma -

Northdale Academy
Baton Rouge, LA

Skills

  • Data entry and documentation
  • Active listening
  • Customer service
  • Technical proficiency
  • Operating systems
  • Product knowledge
  • Conflict resolution
  • Problem escalation
  • Remote tools
  • Technical support tools
  • Typing speed and accuracy
  • CRM software
  • Microsoft Office suite
  • Time management
  • Team collaboration
  • SOP creation
  • Multichannel communication
  • Problem solving
  • Customer success management
  • Operations management
  • Customer experience enhancement
  • Strategic planning and execution
  • Process optimization
  • Revenue generation
  • Customer satisfaction strategies
  • Sales growth initiatives
  • Process improvement methodologies
  • Policy compliance oversight
  • Account management

Timeline

Customer Service Specialist

Gainwell Specialist
03.2020 - 09.2024

Client Support Specialist

CBIZ
01.2017 - 01.2020

Customer Support Representative

Teleperformance
06.2015 - 11.2016

Medical Assistant -

Remington College

High school diploma -

Northdale Academy

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