SARAH BOSTIC
Munfordville,KY
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
12
12
years of professional experience
Work History
QA
Foundever
12.2022 - Current
- Maintain and develop internal support and call center quality standards
- Review a subset of support agents’ conversations (calls, emails, chat, etc.) on Observe
- Assess support interactions based on internal standards
- Accompany evaluations with meaningful and constructive feedback
- Discuss and explain feedback with agents in regular meetings
- Create strategies to improve support KPIs
- Help agents improve their performance with specific instructions and constant support
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Monitor customer service performance on the agent and team level
- Create reports that reflect support performance
- Report support team’s performance to higher-ups
- Participate in calibration sessions to maintain consistency in internal evaluations
- Contribute to the team culture in a positive manner.
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
SME Team Leader
Foundever
12.2022 - Current
- An exceptional track record in assessing organizational needs and developing technical solutions to employee questions in chat form through slack
- Identifying loopholes and suggesting solutions for the same, ensuring constant growth personally and professionally by having 1 on 1's and meeting with client to ensure I am giving the correct information needed
- Assessing the needs and suggesting appropriate technical solutions to the issues, and by escalating the appropriate questions to Tier 2
- Enhancing organizational effectiveness using their in-depth and updated knowledge
- Lead training classes between 10-20 employees to ensure they are getting 1 on 1 training and support.
- Collaborated with management to identify and prioritize new development concepts.
- Improved user productivity and efficiency through system training and support.
- Collected, arranged, and input information into database system.
- Evaluated customer needs and feedback to drive product and service improvements.
- Designed and prepared technical reports, studies, and related documentation.
EDO DISPATCHER
ADT Security Services
08.2021 - 01.2022
- Handling incoming alarm calls and placing outgoing calls to verify alarm activity, dispatching the proper authorities, and notifying responsible parties
- Paying attention to detail while documenting alarm handling procedures within the alarm screens
- Completing alarm processing in accordance with departmental procedures
- Providing alarm reset instructions and basic troubleshooting to customers during outbound alarm calls and inbound alarm call backs
- Receiving inbound calls related to alarm call back inquires.
- Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire, and EMS while tracking data in real-time environments.
- Identified cases requiring additional resources and interventions, reaching out to supervisor to determine best next steps.
- Automated document flow by ensuring logbooks and fire, accident, and emergency reports were maintained with 100% accuracy.
- Optimized productivity to improve on-time emergency response and life support.
- Increased timely treatment protocols by leveraging current response and quality assurance requirements.
INTERNET SALES / SERVICE CONSULTANT
BDR Herb Jones Chevrolet Buick GMC
08.2016 - 01.2019
- Answer all incoming phone calls according to a proven, pre-set script, and schedule an appointment
- Log all customer comments into CRM
- Wrote service orders and updated schedules.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Schedule follow-up contact if no appointment is made in CRM
- Post scheduled appointments on appointment board in the Purify and update customer changes in database
- Contact current customer base on current marketing incentives
- Respond to customer website request (internet inquiries)
- Work with customers and Support Services to collect, maintain and report accurate accounts receivable
- Perform general office duties, order supplies, file, mail processing and distribution and maintain records management database systems.
- Provided information about service procedures and expected timelines.
- Discussed options with clients and determined appropriate plans.
BUSINESS DEVELOPMENT REPRESENTATIVE / OFFICE ASSISTANT
Goodman Automotive
09.2015 - 01.2016
- Answer all incoming phone calls according to a proven, pre-set script, and schedule a sales appointment
- Log all customer comments into Dealer Socket/ CRM
- Schedule follow-up contact if no appointment is made in CRM
- Contact internet clients via e-mail, chat and phone to schedule a sales appointment
- Process all payments
- Process vehicle sales documentation in an accurate and timely manner including vehicle registrations
- Perform general office duties, order supplies, file, mail processing and distribution and maintain records management database systems
- Opening, sorting and distributing incoming correspondence, including faxes and email.
- Developed business pipeline using cold and warm techniques.
- Maintained extensive knowledge of company products and services to provide top-notch expertise to customers.
- Used SalesForce to handle current portfolio and prospective leads.
ASSISTANT MANAGER
Super 8
01.2012 - 12.2014
- Responsible for hiring, training and orientation of new staff members
- Oversees any salary, disciplinary or staffing/ human resources related actions in accordance with company rules and policies
- Develops, implements, and monitors team member succession
- Responsible for equitable administration of company policy as it relates to all employees
- Assisting in preparing annual budget and sales and marketing plans to accurately forecast and achieve needed operating results
- Conducts a monthly all-staff and safety meeting
- Responsible for reporting and distribution of payroll, purchase orders and invoices
- Ensures a safe and secure environment for guests, team members, and hotel assets in compliance with
- Acts as the public relations representative for the hotel, to raise awareness of the hotel and the brand in the local community
- Handles complaints or requests from guests in the form of letters, emails, phone calls, via social media, or in person.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Mentored team members to enhance professional development and accountability in workplace.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
Education
HIGH SCHOOL -
Hart County High
Munfordville, KYAssociate of Arts - BUSINESS MANAGEMENT
University of Phoenix
07.2023
Skills
- Experience in Leadership
- Human Resources
- Customer focus & orientation
- Responding to customer and employee situations with sensitivity
- Critical Thinking
- Active Listening
- Team Building
- Customer relations
- Multitasking
- Analytical thinking
- Public speaking
Timeline
QA
Foundever
12.2022 - Current
SME Team Leader
Foundever
12.2022 - Current
EDO DISPATCHER
ADT Security Services
08.2021 - 01.2022
INTERNET SALES / SERVICE CONSULTANT
BDR Herb Jones Chevrolet Buick GMC
08.2016 - 01.2019
BUSINESS DEVELOPMENT REPRESENTATIVE / OFFICE ASSISTANT
Goodman Automotive
09.2015 - 01.2016
ASSISTANT MANAGER
Super 8
01.2012 - 12.2014
HIGH SCHOOL -
Hart County High
Associate of Arts - BUSINESS MANAGEMENT
University of Phoenix
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