Saquavia Wallock
Plainville,MA
Summary
A results-oriented, self-motivated customer service professional with skills in oral and written communication, active listening and analytical problem-solving skills. Maintains a track record of enhanced customer experiences by employing service- oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
Overview
7
7
years of professional experience
Work History
Concierge
MCGARR SECURITY
07.2022 - Current
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills
- Facilitated visitor requests for dining and tourist attractions by researching various venues and locales
- Maintained a high degree of privacy when working closely with VIP’s, celebrities and residents
Customer Service Representative
Hearth Inc
02.2017 - Current
- Acted as an advocate for the customers by documenting insights and sharing them internally with the Product team, resulting in a 30% overall improvement in product satisfaction among customers
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements
- Supported accounts receivable operations within assigned functions.
Customer Service Representative
Navicent Health
02.2020 - 01.2022
- Consistently exceeded customer satisfaction goals by an average of 15% through effective communication and problem-solving techniques
- Mentored and trained a team of 10 new customer service representatives on company policies and procedures, resulting in a 20% increase in team performance
- Managed an average of 150 customer interactions per day, successfully resolving 90% of issues on the first call.
Customer Service Coordinator
ACTS
12.2016 - 04.2018
- Routinely updated clients on active issues to gain additional information or to advise of status, resulting in a 95% customer satisfaction rate Actively monitored and engaged with additional support channels, such as Slack and social media, resulting in a 40% increase in customer engagement
- Communicated effectively with internal groups to resolve urgent or escalated issues, resulting in a satisfactory customer experience.
Education
High School Diploma - undefined
Baldwin High School
05.2015
Skills
- Typing 45 wpm
- High-volume call centers Knowledgebase software Documentation and reporting Complaint resolution Answering questions
- Word
- Attributes
- Proficient in
- Microsoft Office, PowerPoint, Excel, Windows, Outlook, Internet research, Google Suite
- Proficient in all general office skills; data entry, email, faxing/ filing, and operating systems
- Established goals, structures, and processes necessary to implement a mission and strategic vision
- Familiar With the Remote Communication and Collaboration Tools Consistently met performance milestones in speed, accuracy, and volume Exceeded corporate target for customer satisfaction for 6 months in a row
Timeline
Concierge
MCGARR SECURITY
07.2022 - Current
Customer Service Representative
Navicent Health
02.2020 - 01.2022
Customer Service Representative
Hearth Inc
02.2017 - Current
Customer Service Coordinator
ACTS
12.2016 - 04.2018
High School Diploma - undefined
Baldwin High School
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