Sara Boston
Morrisville,PA
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
6
6
years of professional experience
Work History
Quality Assurance Specialist
Conduent
Hamilton, NJ
07.2019 - 02.2023
- Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
- Educated employees on specific QA standards and confirmed maintenance of standards.
- Analyzed quality and performance data to support operational decision-making.
- Implemented process improvements to increase productivity in quality assurance operations.
- Completed deviation forms and recorded findings of inspection process, collaborating with quality team members and department managers to implement procedural remedies.
Call Center Customer Service Representative
Regency Furniture
Philadelphia, PA
11.2016 - 06.2019
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Documented and detailed calls and complaints using call center's CRM database.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Responded to customer calls and emails to answer questions about products and services.
- Escalated complicated customer account issues to supervisors and help desk workers.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Investigated and resolved accounting, service and delivery concerns.
Education
Associate of Arts - Liberal Arts And Sciences
Kennebec Valley Community College
Fairfield, ME05.2014
Skills
- Problem-Solving Skills
- Internal Audits
- Customer Service
- Cash Counting
- Transaction Processing
- Account Services
- Deposit and Withdrawal Management
- Phone Inquiries
- Manage Customer Accounts
- Balance Verification and Reconciliation
- Training and Development
- Documenting Calls
- Efficient Data Entry
- Customer Transactions
- Microsoft Word
- Microsoft Excel
- Employee Performance Reviews
- Mentoring New Hires
- Performance Feedback
Timeline
Quality Assurance Specialist
Conduent
07.2019 - 02.2023
Call Center Customer Service Representative
Regency Furniture
11.2016 - 06.2019
Associate of Arts - Liberal Arts And Sciences
Kennebec Valley Community College