Sara Boston
Morrisville,PA
Summary
Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals.
Overview
8
8
years of professional experience
Work History
Flow Buyer
Regency Management LLC
Philadelphia, PA
07.2023 - Current
- Reviewed purchase orders, contracts and invoices to ensure accuracy.
- Negotiated pricing and delivery terms with suppliers.
- Monitored inventory levels to ensure availability of products for customers.
- Developed relationships with vendors to secure better prices and payment terms.
- Reviewed invoices for accuracy and completeness prior to processing payments.
Quality Assurance Specialist
Conduent
Hamilton , NJ
07.2019 - 02.2023
- Developed and maintained quality assurance protocols, processes and procedures.
- Conducted regular internal audits to identify non-conforming issues.
- Conducted regular call monitoring of agents to ensure adherence to company policies and procedures.
- Monitored live calls with customers and provided instant feedback to agents as needed.
- Created training materials for new hires related to call monitoring techniques and best practices.
- Collaborated with management team to develop strategies for improving overall customer experience through call monitoring initiatives.
- Reviewed recordings of past calls between customers and agents in order to provide constructive criticism or praise as appropriate.
- Assisted in the development of key performance indicators used in evaluating agent performance during monitored calls.
- Provided guidance on how best to resolve customer inquiries or complaints quickly and effectively.
- Tracked compliance with departmental standards for each monitored call.
Call Center Representative
Conduent
Hamilton, NJ
07.2019 - 02.2023
- Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
- Attended regular training sessions on updates and changes within the industry or organization.
- Provided customer service to clients seeking information regarding child support services.
- Attended meetings and trainings as required in order to stay up-to-date on relevant policies and procedures.
- Assisted customers with troubleshooting and resolving technical issues via phone, email, chat, and remote support.
- Resolved customer complaints promptly and professionally.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Identified needs of customers promptly and efficiently.
Call Center Representative
Regency Management LLC
Philadelphia, PA
11.2016 - 06.2019
- Provided customers with detailed information regarding their deliveries.
- Answered customer inquiries over the phone and through email.
- Provided customers with product information and resolved their issues in a timely manner.
- Assisted customers in navigating the website, placing orders, and completing payments.
- Resolved customer complaints regarding services or products in a professional manner.
- Scheduled appointments for customers who need assistance with product installation or repair.
- Answered customer inquiries regarding store policies, products and services.
- Monitored driver progress throughout the day, providing updates as needed.
- Provided customer service support for drivers and customers related to delivery inquiries.
- Assisted in resolving customer complaints related to delivery issues.
- Managed communication between drivers and warehouse personnel to coordinate loading and unloading of goods.
- Resolved conflicts between customers, vendors, or other stakeholders related to delivery schedules or delays.
Education
Associate of Arts -
Kennebec Valley Community College
Fairfield, ME05-2014
Skills
- Inventory Oversight
- Purchase Order Management
- Verbal and written communication
- Vendor Relations
- Delivery Management
- Quality Assurance
- Customer Service
- Recordkeeping ability
- Inventory Monitoring
- Spreadsheet Management
- Call handling
- Data Entry
- File Maintenance
- Delivery Scheduling
- Verbal Communication
- Time Management
- Call center experience
- Customer call notes
- Child support orders
- Child support modification
- Organizational Skills
- Client documentation
- Patient transportation
- Meal Preparation
- Care Plan Management
- Personal Hygiene Assistance
- Behavioral support
- Money Handling
- Deposit and withdrawal management
- Financial Transactions
- Transaction Processing
- Great team player
- Microsoft Excel
- Microsoft Word
- Microsoft Outlook
Timeline
Flow Buyer
Regency Management LLC
07.2023 - Current
Quality Assurance Specialist
Conduent
07.2019 - 02.2023
Call Center Representative
Conduent
07.2019 - 02.2023
Call Center Representative
Regency Management LLC
11.2016 - 06.2019
Associate of Arts -
Kennebec Valley Community College
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