Sara L Skarsten
Columbus
Summary
Customer Service Support (remote/in person) with over 10 years of experience enhancing client satisfaction and operational efficiency. Adept at managing customer inquiries, training team members, and implementing strategic improvements that drive performance. Proven track record in reducing response times, boosting retention, and leading initiatives for superior service delivery.
Overview
12
12
years of professional experience
Work History
Customer Service Representative / IT Support
XPO Logistics
Columbus
01.2022 - Current
- Resolved high-volume customer inquiries, maintaining a 95% satisfaction rate.
- Managed customer accounts and vendor interactions, reducing response time by 40%.
- Led customer service initiatives, boosting satisfaction scores and streamlining processes.
- Trained and mentored new team members, improving team collaboration.
- Maintained analytics and vendor reporting to ensure timely payments and service delivery.
Customer Service Representative
Express Scripts
Reynoldsburg
02.2018 - 12.2022
- Handled prescription and billing inquiries with a 95% customer satisfaction rate.
- Reduced complaint resolution time by 40% through improved problem-solving techniques.
- Supported high-volume call queues, enhancing service speed by 30%.
- Trained new hires, helping them quickly integrate and meet team benchmarks.
- Known for dependability, fast learning, and consistently meeting deadlines.
Office Services / IT Support Coordinator
Dinsmore
Columbus
01.2014 - 01.2018
- Managed IT support and office services, reducing downtime by 30%.
- Designed and implemented new infrastructure to improve reliability and user satisfaction.
- Supported cross-department projects, ensuring on-time and on-budget delivery.
- Delivered technical training to staff, improving digital literacy and reducing support tickets.
- Developed office protocols that saved costs and increased operational efficiency.
Education
Diploma - Graduated with Honors
Pickerington North High School
Pickerington, OH08.2007
Some College (No Degree) - Computer Science
Columbus State Community College
Columbus, OHSkills
- anRemote customer support
- IT troubleshooting and user support
- CRM and ticketing systems
- Microsoft Office
- Google Workspace
- Communication platforms
- Problem resolution
- Escalation handling
- Data entry
- Reporting
- Team training
- Development
- Time management
- Multitasking
- Analytics
Volunteer Experience
- Basenji Rescue and Transport, Transported rescued dogs, provided foster care, and successfully matched dogs with adoptive homes.
- Franklin County Animal Shelter, Walked shelter dogs, provided adopter education, and helped families find dogs that fit their lifestyle and needs.
Timeline
Customer Service Representative / IT Support
XPO Logistics
01.2022 - Current
Customer Service Representative
Express Scripts
02.2018 - 12.2022
Office Services / IT Support Coordinator
Dinsmore
01.2014 - 01.2018
Diploma - Graduated with Honors
Pickerington North High School
Some College (No Degree) - Computer Science
Columbus State Community College
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