Sandy Sainvil
Ocala,FL
Summary
Ambitious Customer Service professional offering excellent customer service skills. Skilled in active listening and resolving complex customer issues, contributing to improved client retention and team performance. Versed in pacifying dissatisfied customers and utilizing effective listening skills. Proven history of reliability, professionalism and conflict resolution.
Overview
21
21
years of professional experience
Work History
Customer Service Team Lead
Optum
Remote, FL
03.2014 - 05.2025
- Led customer service team to enhance support for healthcare clients.
- Monitored team performance and provided constructive feedback regularly.
- Resolved escalated customer issues to ensure satisfaction and retention.
- Collaborated with cross-functional teams to address customer needs quickly.
- Participated in recruitment activities such as interviewing potential candidates for open positions.
- Utilized active listening skills and asked open-ended questions to ascertain customer call needs.
- Resolved customer complaints efficiently, ensuring a positive experience for callers.
- Assisted in training new staff on call center systems and customer service protocols.
American Express Customer Service Representative
Alorica
Miami Lakes, FL
01.2013 - 01.2015
- Assisted customers with inquiries and resolved issues efficiently.
- Educated customers about products and services effectively.
- Answered customer inquiries and provided accurate information regarding products and services.
- Educated customers on product features and promotions.
- Suggested additional products or services that may benefit the customer's needs.
- Built and maintained knowledge of evolving product and service offerings to promote additional sales to existing customers.
Renewal Specialist
Brightsky
Miramar, Florida
01.2011 - 01.2013
- Managed customer renewals to ensure seamless service continuity.
- Resolved customer issues related to renewals promptly and professionally.
- Processed renewal orders in a timely manner according to company standards.
- Handled inbound customer inquiries and provided accurate information promptly.
- Maintained professionalism while managing high call volumes in a fast-paced environment.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
Secretary
Youth Network Service
Miami, FL
01.2008 - 01.2011
- Coordinated scheduling and appointments for staff and clients effectively.
- Assisted in preparing correspondence and reports for team meetings.
- Supported event planning efforts for community outreach programs and activities.
- Prepared documents such as memos, letters, reports, spreadsheets and presentations using Microsoft Office applications.
- Proofread documents before submission; corrected any errors found in grammar or punctuation.
- Greeted visitors and directed to appropriate location or person.
Technical Support Engineer
The Answer Group, TAG
Margate, Florida
01.2004 - 01.2008
- Provided technical assistance to users through phone support.
- Documented support interactions and solutions in the company knowledge base efficiently.
- Provided technical support to customers by troubleshooting and resolving hardware and software issues.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Handled inbound customer inquiries and provided accurate information promptly.
Education
High School Diploma -
Miami Carol City Senior High
Miami, FL06-2002
Skills
- Customer service
- Team leadership
- Performance monitoring
- Escalation resolution
- Training development
- Customer relationship management
- Effective communication
- Active listening
- Telephone etiquette
- Microsoft Office
Timeline
Customer Service Team Lead
Optum
03.2014 - 05.2025
American Express Customer Service Representative
Alorica
01.2013 - 01.2015
Renewal Specialist
Brightsky
01.2011 - 01.2013
Secretary
Youth Network Service
01.2008 - 01.2011
Technical Support Engineer
The Answer Group, TAG
01.2004 - 01.2008
High School Diploma -
Miami Carol City Senior High