Hi, I’m
Sandy Avery
CSR
Huntington Beach,California
Summary
Dynamic customer service leader with extensive experience at Gustafson Brothers, excelling in problem resolution and client relations. Proven track record of implementing process improvements that enhanced operational efficiency and customer satisfaction. Skilled in training and mentoring teams, fostering a collaborative environment, and managing high call volumes with professionalism.
Knowledgeable and dedicated customer service professional with extensive experience in the Medical industry as well. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients/patients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
10
years of professional experience
Work History
Gustafson Brothers
Lead CSR
05.2021 - 12.2023
Job overview
- Oversaw daily operations, ensuring adherence to customer service standards and protocols.
- Trained and mentored new team members on effective customer interaction techniques.
- Resolved complex customer inquiries, enhancing overall satisfaction and loyalty.
- Implemented process improvements that streamlined workflow efficiency and reduced response times.
- Collaborated with management to develop training materials for ongoing staff development programs.
- Developed strategies to address recurring issues, resulting in improved resolution rates and client feedback scores.
- Reduced wait times for customers by efficiently managing high call volumes during peak periods.
- Provided exceptional support to clients, fostering long-term relationships built on trust and reliability.
- Acted as a liaison between clients, sales representatives, and other internal teams to ensure seamless collaboration efforts.
Classic Industries
CSR, Sales
06.2023 - 11.2023
Job overview
- Assisted customers with inquiries and product selection to enhance satisfaction levels.
- Processed sales transactions efficiently using point-of-sale systems.
- Maintained knowledge of product offerings to provide accurate information to clients.
- Collaborated with team members to ensure seamless customer service operations.
- Resolved customer complaints promptly, improving overall service quality.
- Managed a high volume of inbound calls while maintaining a professional demeanor under pressure.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
Fountain Valley Body Works
CSR Supervisor
06.2014 - 11.2020
Job overview
- Supervised daily operations to ensure high-quality customer service delivery.
- Implemented process improvements that enhanced operational efficiency and customer satisfaction.
- Coordinated scheduling and workload distribution among team members to optimize performance.
- Developed training materials for onboarding new staff, improving knowledge retention rates.
- Kept high average of performance evaluations.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Monitored front areas so that questions could be promptly addressed.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
Education
Ramona High SchoolRiverside, CA
from Full Education
06-1988
Skills
- Customer service
- Problem-solving
- Time management
- Multitasking and organization
- Shipping and receiving
- Verbal and written communication
- Money handling
- Problem resolution
- Customer relations
- Microsoft Excel
- Call center experience
- Computer proficiency
- Data entry
- Medical terminology
- Technical troubleshooting
- Client relations
- Appointment scheduling
- Complaint handling
- Microsoft outlook
- Scheduling
- Quality control
- Payment processing
- Paperwork processing
- Professional telephone demeanor
- Administrative support
- Project management
- Microsoft Office Suite
- Filing
- Call management
- Microsoft PowerPoint
Languages
English
Full Professional
Timeline
CSR, Sales
Classic Industries
06.2023 - 11.2023
Lead CSR
Gustafson Brothers
05.2021 - 12.2023
CSR Supervisor
Fountain Valley Body Works
06.2014 - 11.2020
Ramona High School
from Full Education
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