Sara Grafton
Baton Rouge,LA
Summary
Experienced team supervisor and mentor well-versed in reviewing calls and employee performance to devise and implement customized improvement strategies. Gifted in building rapport with callers and trust in team members to promote successful handling of issues.
Flexible customer service representative offering several years of success in resolving customer concerns and inquiries. Versed in accurately documenting call details and preparing reports. Committed to providing helpful answers and relevant information to retain clients.
Overview
22
22
years of professional experience
Work History
Call Center Supervisor/Operator Specialist
1800WeAnswer After hours Answering Service
Baton Rouge, LA
01.2021 - 06.2024
- Developed and implemented customer service policies and procedures.
- Provided guidance, training, coaching and mentoring to call center team members.
- Monitored calls for quality assurance purposes.
- Resolved escalated customer complaints in a timely manner.
- Reviewed daily reports on call volume, sales, abandoned calls and other statistics.
- Assigned tasks to agents based on their skillset and availability.
- Maintained accurate records of all customer interactions using the company's CRM system.
Inventory Control Supervisor
MSI
Baton Rouge
05.2019 - 11.2021
- Developed and implemented efficient inventory control processes to ensure accurate tracking of stock levels.
- Conducted regular audits to identify discrepancies between physical and system-generated data.
- Analyzed sales trends, forecasts and customer orders to determine optimal stocking levels.
- Developed detailed reports on inventory levels, cost of goods sold, product shortages, and aging stock items.
- Coordinated with vendors to negotiate best prices for products while maintaining quality standards.
- Managed cycle counting activities including reconciliation of variances between physical counts and system records.
Animal Care Technician/Veterinary Receptionist
Lafayette Animal Shelter and Care Center
Lafayette, LA
08.2015 - 03.2019
- Ensured proper animal housing and husbandry, including feeding, watering, sanitation, enrichment, and exercise.
- Maintained accurate records of animal health care and treatments.
- Provided humane handling of animals in accordance with established protocols.
- Assisted veterinary staff with medical procedures and treatments as needed.
- Monitored animals for signs of illness or injury and reported any changes to supervisor or veterinarian immediately.
- Administered medications according to prescribed schedules and monitored response to treatment.
- Conducted daily rounds to check the health status of each animal in assigned areas.
- Coordinated activities related to the intake, adoption, transfer, and release of animals from the facility.
Office Assistant/Customer Service Representative
Window World
Baton Rouge, LA
09.2012 - 01.2015
- Greeted visitors, determined their needs and directed them to the appropriate personnel.
- Provided administrative support to staff members, including copying and scanning documents, filing paperwork, and ordering supplies.
- Organized office operations and procedures, such as managing calendars, scheduling appointments, preparing reports and maintaining records.
- Answered incoming calls in a professional manner and directed callers to the appropriate personnel.
- Managed office supply inventory by tracking orders and ensuring adequate stock levels are maintained at all times.
- Performed data entry tasks into various computer systems accurately and efficiently.
- Assisted with special projects as needed by researching information on the internet or through other sources.
- Created spreadsheets using Microsoft Excel to track expenses and other financial data related to the office budget.
- Maintained an organized filing system of paper documents and electronic files.
- Organized files, developed spreadsheets, faxed reports and scanned documents to improve organizational workflow.
Education
Bachelor of Science - Criminal Justice And Human Services
Colorado Technical University
Colorado Springs, CO04-2027
Skills
- Information tracking
- Quality control optimization
- Call Monitoring
- Scheduling proficiency
- Training Management
- Quality Assurance
- Schedule Coordination
- Technical Support
- [Software] expertise
- Document Management
- Staff Motivation
- Coaching and Mentoring
- Attention to Detail
- Inventory Management
- Time Management
- Sales Leadership
- Adaptability
Timeline
Call Center Supervisor/Operator Specialist
1800WeAnswer After hours Answering Service
01.2021 - 06.2024
Inventory Control Supervisor
MSI
05.2019 - 11.2021
Animal Care Technician/Veterinary Receptionist
Lafayette Animal Shelter and Care Center
08.2015 - 03.2019
Office Assistant/Customer Service Representative
Window World
09.2012 - 01.2015
Bachelor of Science - Criminal Justice And Human Services
Colorado Technical University
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