Sara Hawkins
Pensacola,FL
Summary
Enhance team performance and maximize customer satisfaction by strategically managing calls and implementing process improvements. Talented leader offering top-notch abilities in program management, interpersonal communication and administrative oversight.
Successful at training and mentoring employees to promote culture of collaboration and continuous improvement.
Overview
9
9
years of professional experience
Work History
Administration
All Seasons Heating And Air
Pensacola, FL
03.2020 - 03.2024
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Resolved customer problems and complaints.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Responded to inquiries from callers seeking information.
- Answered central telephone system and directed calls accordingly.
- Corresponded with clients through email, telephone, or postal mail.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
Call-center-representative
Hunn Carpet And Upholstery Cleaning
Foley, AL
08.2019 - 12.2021
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Processed debit and credit card and electronic check payments.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
Housekeeper
Self Employed Services
Pensacola
01.2015 - 10.2020
- Disinfected and mopped bathrooms to keep facilities sanitary and clean.
- Cleaned and stocked guest rooms by replacing used towels and linens vacuuming floors, making beds, and restocking bathroom items.
- Instructed other housekeeping staff to complete tasks efficiently and effectively.
- Adapted business operations to meet changing market conditions and customer needs while preserving overall business stability.
- Established strong customer relationships through excellent communication and attentive service.
- Strengthened company reputation by consistently meeting or exceeding customer expectations in terms of quality products/services offered.
- Consulted with customers to assess needs and propose optimal solutions.
- Developed and implemented marketing strategies to generate new customers and increase sales and profit margins.
- Delivered exceptional results under tight deadlines by prioritizing tasks effectively and delegating responsibilities appropriately throughout the team.
- Increased client satisfaction by implementing innovative business strategies and streamlining processes.
Education
Basic - Diploma
Foley High School
Foley, AL05.2004
Skills
- Problem-solving skills
- Customer Support
- Customer Service
- Call Center Customer Service
- Verbal and written communication
- Resolving issues
- Inbound phone calls
- Communicating with clients
- Customer communications
- Call Control
- Small business operations
- Planning and execution
- Business Development
- Project Management
- Business growth and retention
- Staff hiring
- Financial Planning
- New business launch
Timeline
Administration
All Seasons Heating And Air
03.2020 - 03.2024
Call-center-representative
Hunn Carpet And Upholstery Cleaning
08.2019 - 12.2021
Housekeeper
Self Employed Services
01.2015 - 10.2020
Basic - Diploma
Foley High School