Sara Nelson
Mobile,AL
Summary
Driven by a commitment to customer satisfaction and operational excellence, I honed my expertise in call center operations and training and mentoring at Alorica. Leveraging product knowledge and efficient customer communications, I consistently met quality standards, enhanced customer loyalty, and contributed to a positive team environment, showcasing my ability to drive results and foster growth.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Call Center Agent
Alorica
10.2020 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained and encouraged customer loyalty through courteous and efficient resolution of disputes, complaints and discrepancies.
- Maintained and managed customer files and databases.
- Sought out extra training opportunities to enhance customer relationship management abilities.
Lead Teacher
COT
08.2015 - 10.2020
- Guided student teachers and teaching aides in classroom management, leading by example and thoroughly answering questions.
- Communicated frequently with parents about student growth and progress, recommending at-home reinforcement to support struggling students.
- Increased student involvement in program offerings through strategic redesign of program processes and methods.
- Planned and implemented different daily activities to enhance overall development and growth of every student.
- Chose optimum curriculum for each class and devised creative daily lesson plans to meet requirements and needs of different learners.
- Worked with staff to raise funds new classroom technology and trained teachers on use.
Customer Care Representative
The Results Center
08.2011 - 08.2015
- Logged call information and solutions provided into internal database.
- Assisted call-in customers with questions and orders.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Resolved concerns with products or services to help with retention and drive sales.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Navigated multiple computer systems and applications to find information.
Assistant Director
Ginny Tiny Tots
03.2002 - 08.2011
- Created and updated physical records and digital files to maintain current, accurate, and compliant documentation.
- Trained and mentored new employees on industry practices and business operations.
- Worked closely with management to provide effective assistance for specific aspects of business operations.
- Created and updated records and files to maintain document compliance.
- Partnered with educators to instruct and mentor students with developmental and physical disabilities.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Assisted in organizing and overseeing assignments to drive operational excellence.
Education
High School Diploma -
Cf Vigor High School
Mobile, ALPharmacy Tech -
Remington College
MobileSkills
- Appointment Setting
- Training and mentoring
- System Documentation
- Product or Service expertise
- Call Center Operations
- Customer Education
- Customer communications
Certification
Property and Casualty License
Timeline
Call Center Agent
Alorica
10.2020 - Current
Lead Teacher
COT
08.2015 - 10.2020
Customer Care Representative
The Results Center
08.2011 - 08.2015
Assistant Director
Ginny Tiny Tots
03.2002 - 08.2011
High School Diploma -
Cf Vigor High School
Pharmacy Tech -
Remington College