Sara Cook
Coral,Michigan (MI)
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
17
17
years of professional experience
Work History
Customer Service Representative
Rite Aid Corp
02.2023 - Current
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
Paraprofessional
Cedar Springs Public Schools
09.2019 - 03.2020
- Assisted in maintaining engaging and respectful educational environment by promoting discipline and cooperation.
- Oversaw students in classroom and common areas to monitor, enforce rules and support lead teacher.
- Relieved classroom teacher during breaks and maintained order and structure in classroom.
- Kept classrooms clean, neat and properly sanitized for student health and classroom efficiency.
- Assisted classroom teacher in supervising snack time and indoor and outdoor play.
- Instructed small groups of students in basic concepts such as alphabet, shapes and color recognition.
Customer Relations Manager
S&R Small Engine Repair
03.2011 - 05.2019
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity.
- Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
- Managed customer relations on ongoing basis to maximize customer retention.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems and following up with potential and existing clients.
- Reviewed overdue tickets and followed-up with customer support personnel to resolve root cause of delay.
Retention Specialist
Liberty Products
09.2009 - 03.2011
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Maintained current knowledge of evolving changes in marketplace.
- Delivered top-notch administrative support to office staff, promoting excellence in office operations.
- Created and updated records and files to maintain document compliance.
- Implemented employee incentive programs to promote positive work culture and increase retention
- Reviewed successes and failures to learn from previous mistakes
Customer Relationship Executive
Elite Merchant Solutions
09.2007 - 07.2009
- Audited customer support procedures and collaborated regionally to promote standardization across offices.
- Employed comprehensive benchmarks to establish and monitor customer service standards.
- Devised recommendations to streamline and simplify customer support system and improve response time.
- Utilized crisis management techniques to offer corrective solutions and maximize customer satisfaction.
Education
High School Diploma -
Cedar Springs Home School
Cedar Springs, MISkills
- Inbound Call Management
- Microsoft Office
- Good Telephone Etiquette
- Multitasking Abilities
- Attention to Detail
- 89 WPM typing speed
Timeline
Customer Service Representative
Rite Aid Corp
02.2023 - Current
Paraprofessional
Cedar Springs Public Schools
09.2019 - 03.2020
Customer Relations Manager
S&R Small Engine Repair
03.2011 - 05.2019
Retention Specialist
Liberty Products
09.2009 - 03.2011
Customer Relationship Executive
Elite Merchant Solutions
09.2007 - 07.2009
High School Diploma -
Cedar Springs Home School
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