Sarah Carroll
15215 Alder Mashell RD E,WA
Summary
Dynamic professional with proven expertise in customer relationship management and complaint handling, honed at Farmers Insurance Agency. Skilled in leveraging team collaboration to enhance customer engagement, significantly boosting retention rates. Demonstrates a keen ability for financial accuracy and strategic planning, driving company success.
Overview
5
5
years of professional experience
Work History
Customer Service Executive
Farmers Insurance Agency
06.2021 - Current
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
- Boosted customer retention rates by providing exceptional service and building rapport with clients.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Assessed customer service trends and evaluated complaints to determine areas in need of enhancement.
- Expertly navigated escalating situations, leading to resolutions that satisfied both clients'' needs while adhering to company policies.
- Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.
- Contributed towards improving overall customer feedback scores by consistently delivering high-quality service experiences.
- Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
- Developed effective strategies for managing challenging situations, resulting in positive outcomes for both customers and the organization.
- Monitored key performance indicators to ensure continuous improvement in service quality.
- Leveraged strong interpersonal skills to build lasting relationships with customers, fostering brand loyalty and repeat business.
- Maintained up-to-date knowledge of product and service changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Promptly responded to inquiries and requests from prospective customers.
- Responded proactively and positively to rapid change.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Delivered prompt service to prioritize customer needs.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Met customer call guidelines for service levels, handle time and productivity.
Accountant
American Accounting
03.2020 - Current
- Handled day-to-day accounting processes to drive financial accuracy.
- Reconciled accounts and reviewed expense data, net worth, and assets.
- Documented cash, credit, fixed assets, accrued expenses, and line of credit transactions.
- Gathered financial information, prepared documents, and closed books.
- Completed daily cash functions like account tracking, payroll and wage allocations, budgeting, donating, and cash, and banking reconciliations.
- Maintained up-to-date knowledge on professional accounting standards to manage financial recordkeeping.
- Used advanced software to prepare documents, reports, and presentations.
- Assisted in reducing outstanding accounts receivable balances by diligently following up on overdue invoices.
- Streamlined month-end closing processes, resulting in reduced time spent on financial reporting tasks.
- Managed cash flow effectively, ensuring all company liabilities were met in a timely manner and surplus funds were invested wisely.
- Maintained accurate records of fixed assets, including acquisition costs, depreciation schedules, and current values for insurance purposes.
- Detected and corrected mistakes early on and implemented systems to avoid recurring issues.
- Prepared and filed tax forms to meet needs of customers.
- Improved financial reporting accuracy through meticulous data analysis and reconciliation efforts.
- Enhanced financial decision-making capabilities by providing timely, accurate information to management through regular performance reports.
- Reduced expenses by negotiating with vendors for better pricing and terms on services and supplies.
- Streamlined monthly financial reporting processes, significantly reducing time required for report generation and analysis.
- Optimized cash flow management, ensuring adequate liquidity for operational needs without compromising investment opportunities.
- Identified significant tax savings opportunities by conducting in-depth research on applicable deductions and credits.
- Facilitated smoother audit processes by maintaining organized and comprehensive financial documentation.
- Reduced financial risks by implementing robust internal controls and monitoring mechanisms.
- Conducted detailed cost-benefit analyses for proposed projects, guiding senior management in making informed investment decisions.
- Played key role in financial planning and analysis, contributing to company's long-term financial strategy.
- Enhanced financial accuracy by meticulously reconciling bank statements and financial records monthly.
- Improved budget forecasting accuracy with detailed variance analysis between actual and budgeted figures.
- Achieved compliance with all tax regulations by staying updated on changes and conducting thorough reviews of financial operations.
- Provided journal entries and performed accounting on accrual basis.
- Maintained integrity of general ledger and chart of accounts.
- Collected and reported monthly expense variances and explanations.
- Compiled general ledger entries on short schedule with 100% accuracy.
- Used accounting software to issue tax returns and prepare consolidated reports.
- Kept up-to-date with tax changes and industry trends by participating in professional organizations, opportunities, and networks.
- Identified legal tax savings and recommended ways to improve profits.
Education
Certificate of Technical Studies - Business Accountancy
Clover Park Technical College
Lakewood, WA03.1996
Accounting - Accounting And Finance
Pierce College
Puyallup, WA06.1994
Skills
- Team Collaboration
- Customer Engagement
- Customer Relationship Management
- Complaint Handling
Timeline
Customer Service Executive
Farmers Insurance Agency
06.2021 - Current
Accountant
American Accounting
03.2020 - Current
Certificate of Technical Studies - Business Accountancy
Clover Park Technical College
Accounting - Accounting And Finance
Pierce College
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