Summary
Overview
Work History
Education
Skills
Timeline
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Sara Lam

Westminster,CA

Summary

Dependable Coordinator provides excellent office management and administrative support. Possesses strong communication and interpersonal skills with demonstrated ability to manage competing priorities and meet deadlines. Creative problem solver with strong analytical and critical thinking skills.

Overview

20
20
years of professional experience

Work History

National Tax Exempt Coordinator

Verizon Wireless
01.2013 - 08.2023
  • Compiling and analyzing data to provide efficiency
  • Respond to inquiries from multiple external customers and internal business channels via email, phone, and chat
  • Determine and maintain proper tax exemption documentation for appropriate customers
  • Setup and change tax exemptions for customers across all billing systems
  • Process complex audits and apply tax credits or issue refunds to resolve customer claims across all billing systems
  • Perform tasks through ACD phone system interfacing with customers, sales, and customer care
  • Act as point of contact to handle escalations from customers, sales channels, and internally to assist with inquiries
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
  • Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
  • Implemented project management techniques to overcome obstacles and increase team productivity.

Customer Specialist

Verizon Wireless
04.2003 - 12.2013
  • Process off line orders/request via WFM (Work Flow Manager) and ACSS
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Process and create profile requests for Small/Medium Business Accounts, Indirect Small Business Receipts, National Accounts and Government Accounts
  • Process discount and credit requests as backup support
  • Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
  • Responded to customer requests for products, services, and billing information via email, phone, and chat
  • Identified customer issues with products or services, investigated causes and initiated resolutions.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Resolved complex customer issues, ensuring positive experience and fostering loyalty.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Balanced multiple priorities effectively while assisting customers, minimizing wait times without compromising on quality of service provided.

Education

Associate - Business

California State University
Fullerton, CA

Skills

  • Document control
  • File and data retrieval systems
  • Data Entry
  • Project assistance
  • Phone and Email Etiquette
  • Multitasking and Organization
  • Customer Service
  • Project Support
  • Account Reconciliation
  • Documentation and Recordkeeping
  • Support Services
  • Data Entry
  • Recordkeeping
  • Discretion and Confidentiality

Timeline

National Tax Exempt Coordinator

Verizon Wireless
01.2013 - 08.2023

Customer Specialist

Verizon Wireless
04.2003 - 12.2013

Associate - Business

California State University

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Sara Lam