Summary
Overview
Work History
Education
Skills
Timeline
Generic

Sara Kirschman

Las Vegas,NV

Summary

Friendly and solutions-driven customer service professional with [15+] years of experience assisting customers in fast-paced remote environments. Adept at resolving complex issues, communicating effectively across multiple channels (phone, email, chat), and maintaining high customer satisfaction. Tech-savvy, organized, and committed to delivering high-quality service in a remote setting.


Overview

22
22
years of professional experience

Work History

Customer Support Agent

IBM
01.2004 - 06.2013
  • Assisted customers with product setup, troubleshooting, and account management.
  • Resolved up to [50] customer issues daily, maintaining a satisfaction rating of [95%].
  • Utilized CRM software to document interactions and track customer issues effectively.
  • Adapted quickly to new tools and procedures, enhancing overall service delivery efficiency.
  • Conducted follow-ups with customers to ensure resolution of issues and gather feedback on support experience.

Counselor

Live Advice
01.2018 - Current
  • Provide high-quality customer support/counsel via phone, email, and chat
  • Implemented behavioral modification strategies to help clients develop healthier coping mechanisms.
  • Assisted clients in setting realistic goals, developing action plans, and monitoring progress towards achievement.
  • Guided clients in developing skills and strategies for dealing with problems.
  • Monitored client progress, adjusting interventions as needed to meet goals.

Education

Bachelor of Social Work - Social Work

Eastern University
St. David’s, PA
01.2000

Skills

  • Remote Customer Support
  • Call Handling & Ticketing
  • CRM Tools (eg, Zendesk, Salesforce)
  • Email & Live Chat Communication
  • Conflict Resolution
  • Multitasking & Time Management
  • Tech Troubleshooting
  • Data Entry & Documentation
  • Inbound call answering
  • Problem-solving
  • Attention to detail

Timeline

Counselor

Live Advice
01.2018 - Current

Customer Support Agent

IBM
01.2004 - 06.2013

Bachelor of Social Work - Social Work

Eastern University