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
Boston, MA
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
Maitland, FL
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
Orlando, FL
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
Orlando, FL
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