Summary
Overview
Work History
Education
Skills
Timeline
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Sara Foust

Allentown,PA

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

13
13
years of professional experience

Work History

Customer Support Specialist

Rippling
01.2022 - Current
  • Troubleshoot technical and non-technical personnel issues and adjust strategies to help individuals use the platform - solving 60 cases per week
  • Train customers one-on-one to use company products and provide information about upcoming feature enhancements
  • Comply with corporate and regulatory policies regarding information confidentiality and privacy
  • Assist with mentoring new employees during and after training
  • Document problems in Salesforce (CRM) based on information gathered from Zoom calls, emails, and chat conversations
  • Deliver fast and friendly service to handle questions and service complaints
  • Anticipate needs and resolve problems to keep customers happy
  • Collaborate across departments to resolve customer-related issues.
  • Respond to customer requests for products, services, and company information.

System Support Analyst

Air Products And Chemicals Inc
02.2014 - 01.2022
  • Resolved system errors between Air Products' internal scheduling program and SAP ~200 per month
  • SAP and CRM SME
  • Collaborated with cross-functional teams to correct customer volume discrepancies of ~ 150 per month
  • Corresponded with vendors and competitors to reconcile invoices of ~$10 million per month
  • Managed enterprise contracts and vendor relationships
  • Managed inventory and process month end reconciliation
  • Helped improve system performance by reviewing current processes and recommending improvements.
  • Worked well in a team setting, providing support and guidance.
  • Developed and maintained courteous and effective working relationships.

Customer Support Representative

Air Products And Chemicals Inc
01.2011 - 02.2014
  • De-escalated problematic customer concerns, maintaining a calm, friendly demeanor
  • Set up and activated customer accounts
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Input, tracked, and resolved problems with customers' orders
  • Trained new employees on procedures and policies to maximize team performance
  • Supported large customer base across U.S
  • Offered correct and current advice by using internal knowledge base.
  • Utilized CRM tools effectively to track customer interactions, maintain records, and provide personalized assistance when needed.
  • Connected with customers to address questions and resolve issues through phone and email.

Education

Bachelor Of Arts - Communication Disorders -

Geneva College
Beaver Falls, PA
01.2009

Skills

  • Service standard compliance
  • Customer Communication and Empathy
  • Attention to Detail
  • Issue and Resolution Tracking
  • Customer Relationship Management (CRM)
  • Staff Training
  • Customer service expert

Timeline

Customer Support Specialist

Rippling
01.2022 - Current

System Support Analyst

Air Products And Chemicals Inc
02.2014 - 01.2022

Customer Support Representative

Air Products And Chemicals Inc
01.2011 - 02.2014

Bachelor Of Arts - Communication Disorders -

Geneva College

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Sara Foust