Sara Simone
Sanford,FL
Summary
With over 15 years of customer service experience, I excel at transforming customer feedback into actionable insights and proactively addressing client needs. My expertise lies in answering questions and providing solutions that anticipate customer requirements. I am deeply passionate about cultivating strong customer relationships, fostering brand loyalty, and driving increased customer engagement.
Overview
16
16
years of professional experience
Work History
Software Support Specialist
DyadTech
08.2023 - 06.2024
- Assisted in the creation of product documentation and user guides, enabling customers to better understand software functionality and features.
- Delivered exceptional customer service through clear communication and empathy, resulting in increased client retention rates.
- Played an essential role in maintaining high levels of customer satisfaction during periods of high call volume or challenging situations.
- Spearheaded cross-functional initiatives between the software support team and other departments, improving company-wide understanding of product capabilities.
Product Support Specialist
UKG Ultimate Kronos Group
08.2021 - 04.2023
- Managed and supported customer support cases in a fast-paced environment. Able to quickly and efficiently assist the customer by answering product questions and troubleshooting issues.
- Gave guidance and training to both customer and fellow employees about our Onboarding, Recruiting and Time Software modules.
- Followed up with customers to verify resolution of reported issues and escalated issues as needed.
Account Manager
Amica Mutual Insurance Company
10.2013 - 07.2019
- Managed the customer service experience by quickly and accurately explaining complex insurance information and answering questions pertaining to customer policies
- Responsible for responding to customer questions and complaints via online messaging tool
- Diffused difficult customer issues before they are escalated to management
- Recognized for maintaining the highest level of calls on my team, while promoting the highest level of customer service excellence
- Managed the underwriting and risk review process for new business
- Responsible for making decisions that will impact the organizations financial strength.
Operations Supervisor
Disney's Saratoga Springs and Old Key West Resort
04.2008 - 10.2013
- Supervised Front and Back office, while maintaining compliance with Disney's industry leading standards of customer service and hospitality at deluxe level resorts
- Developed operational readiness process which was responsible for inventory management of over 1200 rooms, and which generated and analyzed resort metrics, and promptly responded to customer service requests
- Analyzed statistical data using Microsoft Excel that which maximized efficiency aided in daily resort operations
- Supervised 3rd shift operations team while also completing critical end of day procedures and responding to urgent after-hours situations
- Escalation point for sensitive customer service recovery situations.
Education
General Studies -
Vincennes University
01.2006
Diploma of Graduation -
Indian Creek Senior High School
05.2003
Skills
- Conflict Resolution
- Microsoft Office Suite
- Recruiting and Training
- Creative Problem Solving
- Communication Skills
- Time and Priority Management
- White Glove Customer Service
- Help Desk Support
- System Configuration
- Software Maintenance
- Front and Back Office Operations
- Interpersonal Skills
Timeline
Software Support Specialist
DyadTech
08.2023 - 06.2024
Product Support Specialist
UKG Ultimate Kronos Group
08.2021 - 04.2023
Account Manager
Amica Mutual Insurance Company
10.2013 - 07.2019
Operations Supervisor
Disney's Saratoga Springs and Old Key West Resort
04.2008 - 10.2013
General Studies -
Vincennes University
Diploma of Graduation -
Indian Creek Senior High School