Sandy Reese
Canton,TX
Overview
20
20
years of professional experience
Work History
Customer Service Manager
Hobby Lobby
Killeen, TX
11.2011 - Current
- Managed the development of a comprehensive knowledge base used by team members when responding to customers' queries.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Monitored staff performance to ensure adherence to customer service standards.
- Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes as necessary.
- Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
- Created reports on customer feedback, complaints, and suggestions for management review.
- Assisted in developing an effective system for tracking client requests from initial contact through resolution.
- Provided exceptional customer service to ensure customer satisfaction.
- Liaised with other departments such as marketing, sales, IT to ensure smooth functioning of all activities related to customer service operations.
- Developed and implemented strategies for providing excellent customer service experience.
- Maintained up-to-date knowledge of company products, services, pricing structures, promotions.
- Developed policies and procedures related to customer service operations.
- Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
- Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
- Drafted scripts for agents handling incoming calls so that they can respond accurately and effectively.
Office Manager
BRELAND Health & Fitness
Wichita Falls, TX
02.2007 - 07.2010
- Maintained filing system for records, correspondence and other documents.
- Maintained confidential records relating to personnel matters.
- Managed front desk operations including greeting visitors, answering questions or directing them to appropriate personnel.
- Ensured compliance with applicable laws regarding employment practices.
- Resolved customer inquiries in a timely manner while maintaining positive relationships with clients.
- Answered phone calls, responded to emails, routed mail and coordinated courier services.
- Developed effective communication strategies between departments within the organization.
- Tracked invoices and payments to ensure accuracy of accounts receivable and payable information.
Adminstrative
North Texas Neurology
Wichita Falls, TX
02.2004 - 01.2007
- Prioritized and organized tasks to efficiently accomplish service goals.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Worked effectively in team environments to make the workplace more productive.
- Billing and coding insurance claims.
- Workman's comp. specialist
- accounts recievable
- Represented clients in court hearing.
Education
High School Diploma -
Canton High School
Canton, TX05-1987
medical coding
Tyler Jr. College
Tyler, TXSkills
- One Call Resolution
- Complaint resolution
- Information Security
- Technical Support
- Quality Assurance
- Regulatory Compliance
Timeline
Customer Service Manager
Hobby Lobby
11.2011 - Current
Office Manager
BRELAND Health & Fitness
02.2007 - 07.2010
Adminstrative
North Texas Neurology
02.2004 - 01.2007
High School Diploma -
Canton High School
medical coding
Tyler Jr. College