Sara Westbrook
Pocatello,ID
Summary
I firmly believe in finding enjoyment in the workplace, and my team, co-workers and EMI Health as a whole has provided this. Assisting our valuable members, providers, and customer service agents is a rewarding experience. I'm an experienced Customer Service professional with a proven track record in enhancing representative performance and customer satisfaction. I'm skilled in providing guidance, resolving complex issues, and fostering a positive team environment to drive success. I would love the opportunity to continue to learn and grow, and remain an asset to EMI Health.
Overview
5
5
years of professional experience
Work History
Customer Service Team Lead
EMI Health
Pocatello, ID
07.2024 - Current
- Serving as a resource for representatives by answering questions and providing guidance in for searching appropriate policies and procedures to best assist our callers
- Supporting representatives in navigating difficult interactions with members and providers, offering guidance on appropriate de-escalation techniques when needed
- Send coachings to address incorrect information or misuse of policies and procedures in order to increase customer satisfaction and representative efficiency
- Resolving escalated customer concerns with effective problem-solving strategies often collaborating with multiple departments
- Escalating issues to proper supervisors when standard processes are not effective.
- Improved customer satisfaction by addressing and resolving complex issues in a timely manner, and approaching situations with empathy and follow-through
Customer Service Representative
EMI Health
Pocatello, ID
07.2021 - 07.2024
- Managed high-volume inbound calls ensuring timely resolution of customer inquiries and issues, while maintaining professional composure and exceptional customer support
- Established trust with members and providers by accurately addressing their concerns and offering appropriate resolution based on their needs and the situation
- Adhered to company policies and scripts to consistently achieve call-time and quality standards
- Documented customer interactions, maintaining detailed records for future reference.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Education
Business Administration And Management
Idaho State University
Pocatello, IDHigh School Diploma -
Soda Springs High School
Soda Springs, ID05-2009
Skills
- Excellent customer service
- Escalation handling
- Problem-solving
- Positivity
- Multi-tasking
- Detail-oriented
- Verbal and written communication
- Willingness to learn and grow
Timeline
Customer Service Team Lead
EMI Health
07.2024 - Current
Customer Service Representative
EMI Health
07.2021 - 07.2024
Business Administration And Management
Idaho State University
High School Diploma -
Soda Springs High School