Sara Permenter
Fayetteville,AR
Summary
Dynamic customer service specialist with expertise in managing high-volume calls and resolving complex issues. Recognized for exceptional communication skills and ability to mentor junior team members, ensuring high standards of customer satisfaction and operational excellence.
Overview
10
10
years of professional experience
Work History
Licensed Customer Service Representative
LIBERTY MUTUAL INSURANCE COMPANY
Remote
09.2022 - 07.2025
- Managed high-volume inbound calls in a fast-paced remote call center environment.
- Assisted customers with policy renewals, coverage questions, billing concerns, and account updates.
- Evaluated customer needs and provided solutions to improve retention and customer satisfaction.
- Consistently met performance goals for quality, productivity, and first call resolution, upselling coverage and bundling when appropriate.
- Collaborated with underwriting teams to streamline policy issuance, improving workflow efficiency.
- Mentored junior representatives on best practices for customer engagement and problem-solving techniques.
- Minimized losses for the company by identifying potential fraudulent activities and adhering to established protocols for reporting and resolution.
Customer Support Specialist
Ozarks Go
Fayetteville, AR
11.2019 - 03.2022
- Assisted in troubleshooting technical issues with internet and phone services, ensuring timely resolution.
- Diagnosed connectivity, equipment, and network performance issues.
- Documented customer interactions and managed support tickets.
- Communicated professionally with customer explaining solutions clearly to maintain satisfaction.
- Collaborated and escalated issues to proper departments when necessary.
- Scheduled service calls, and closed tickets to initiate billing.
Health Service Specialist II
Department of Health State of Arkansas
Rogers, AR
06.2019 - 10.2019
- Improved patient satisfaction by providing timely and accurate health information and resources.
- Managed medical records with accuracy and confidentiality, ensuring compliance with HIPAA regulations.
- Captured necessary signatures and financial information to see if patient qualified for services.
- Answered the phone, providing information.
- Organized and filed health information.
- Operated office equipment, printer, copy, scanning in important information.
- Strong communication and customer service skills.
Route Service Representative
Quest Diagnostics
Fayetteville, AR
09.2017 - 06.2019
- Managed route logistics and scheduling to optimize delivery efficiency and minimize delays.
- Delivered medical specimens to healthcare facilities, ensuring timely and accurate service.
- Maintained compliance with safety protocols and quality standards in specimen handling procedures.
- Operated company vehicle safely, maintaining active driver's license.
- Company ground ambassador, responsible for safety, efficiently transporting patient specimens.
- Provided reliable attendance and personal ownership in the job getting done correctly and on time.
- Used scanners, faxes, and computers to stay in compliance for up to date handling of the specimens.
Health Service Specialist II
Department of Health State of Arkansas
Fayetteville, AR
12.2015 - 04.2016
- Strong communication and customer service skills.
- Ability to maintain filing systems, operate standard office equipment and answer phones.
- Ability to understand and prepare oral and written information.
- Able to perform basic math.
- Verified insurance and accepted co-pays.
- Scheduled clinic appointments, provided information.
- Handled Electronic health records birth certificates and death certificates.
- Eligibility for state and government programs. WIC, and slide fee appointments.
Education
High School Diploma -
Mountain Home High School
Mountain Home, ID05-2007
Phlebotomy - Phlebotomy
Franklin Technology Center
Joplin, MO07-2022
No Degree - General Studies
North Arkansas College
Harrison, AR05-2028
Skills
- Customer account management
- Call center operations
- Problem resolution
- Customer service
- Active listening
- Relationship building
- Critical thinking
- Call handling
- Order processing
- Scheduling
- Logistics coordination
- Computer proficiency
- Microsoft Office Suite
- Administrative support
- Calendar management
- Team leadership
Timeline
Licensed Customer Service Representative
LIBERTY MUTUAL INSURANCE COMPANY
09.2022 - 07.2025
Customer Support Specialist
Ozarks Go
11.2019 - 03.2022
Health Service Specialist II
Department of Health State of Arkansas
06.2019 - 10.2019
Route Service Representative
Quest Diagnostics
09.2017 - 06.2019
Health Service Specialist II
Department of Health State of Arkansas
12.2015 - 04.2016
High School Diploma -
Mountain Home High School
Phlebotomy - Phlebotomy
Franklin Technology Center
No Degree - General Studies
North Arkansas College