Sarah Dedmon
New Braunfels,TX
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Reverse Mortgage Specialist
Celink-Remote
09.2023 - 07.2024
- Field incoming calls in a timely manner throughout shift.
- Identify customer questions, complaints, concerns, and overall needs.
- Provide sufficient answers and solutions to all customer queries.
- Handle customer complaints respectfully and professionally.
- Redirect customers to appropriate departments and teams, when appropriate.
- Follow up with callers on complaint/question status, ensure resolution.
- Collaborate with call center team members and other company departments to ensure overall customer and product satisfaction.
- Follow all communication procedures, policies, and guidelines during every customer interaction.
- Listened carefully to customer complaints and swiftly resolved issues by taking appropriate action.
- Maintained an up-to-date knowledge of industry trends and regulations regarding reverse mortgages.
- Set up debt payment plans based on client credit, income and assets.
- Prepared reports for customers with delinquent and irreconcilable accounts.
Escalations Specialist
TaskUs-Remote
09.2021 - 12.2022
- Researched, analyzed, and resolved complex customer inquiries.
- Investigated customer complaints and identified root cause of the issue.
- Monitored ongoing escalations for resolution progress.
- Maintained a high level of quality assurance throughout the escalation process.
- Managed multiple customer accounts simultaneously while providing superior service.
- Performed research on customer inquiries prior to escalating them for further review.
- Utilized various software programs such as Salesforce, Zendesk., to track escalations and document resolutions.
- Participated in regular meetings with management team members to discuss best practices in resolving escalations quickly and efficiently.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Liaised between customers and retail buyers to expedite orders and meet customer demands.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Collected deposits or payments and arranged for billing.
Social Media Content Moderator
TaskUs-New Braunfels, TX
New Braunfels, TX
10.2018 - 09.2021
- Review posts, photos, videos and listing content according to the clients’ policies, workflows and targets while upholding a high standard of accuracy and quality
- Review content that has been flagged by our users or systems and escalate
- Investigate and resolve complex issues regarding content within agreed-upon turnaround times and standards of quality
- Understand and remain current with community guidelines and review content in accordance to defined policies and procedures
- Attention to detail
- Maintain a consistent and transparent review methodology
- Consistently meet daily and weekly targets.
Escalations Supervisor
CBE Companies-New Braunfels, TX
New Braunfels, TX
12.2017 - 10.2018
- Its first party collections when the customer asks to speak with a supervisor they send them to me
- I take payments and set up payment t arrangements
- I also provide support for the reps on the floor when they have questions or just need help
- I also keep up with any arrangements that need supervisors’ approval
- We help make sure that the reps are meeting the goal that they should.
Night Auditor
Country Inns & Suites-New Braunfels, TX
New Braunfels, TX
03.2017 - 12.2017
- Run end of day and night audit process, file end of day papers, check in guests, finalize guests bills and deliver to rooms
- Count drawers and drop money, take care of any guest needs or problems
- Print out and confirm the next day’s reservations and make room keys
- Make lobby coffee and cookies
- Clean lobby, front restrooms, market, and empty all trash
- Keep the market stocked and clean
- Communicate any issues or concerns with the next shift.
Sales Representative Lead Communication Solutions (AT&T)-Weatherford, OK
Weatherford, OK
05.2015 - 07.2016
- Resolve customers' service or billing complaints and processed payments; Recommend, select, and help locate or obtain merchandise; Maintain knowledge of current sales and promotions; Floor display resets with new signs and products; Ordered accessories
- Maintained Knowledgeable of new products, made sure all reps stayed up to date with their training
- I was named the Samsung Advocate for my store.
Cake Decorator/ Inventory supervisor
Walmart-Weatherford, OK
Weatherford, OK
07.2013 - 05.2015
- Cleaning workstation and all equipment
- Completing daily prep, mark downs, and cake orders; Monthly inventory; Supervised Unloading trucks on time and Sorting freight; Delivering freight to department; Pulling items from overstock to be worked
- Tagging and putting away all overstocks
- Certified to use pallet jack to place and remove pallets from shelves.
Carhop/Crew Leader Sonic Drive-In-Weatherford, OK
Weatherford, OK
10.2012 - 06.2013
- Took customers’ orders, made drinks and blizzards, cashiered, unloaded weekly deliveries, delegated duties to staff members, carhopped, checked staff out at closing, did nightly deposits, kept up with weekly cleaning duties.
Assistant Manager Braum's-Weatherford, OK
Weatherford, OK
10.2011 - 08.2012
- Supervising staff, Delegating duties, new hire training, making sure orders are out in a timely manner
- Count down registers, finalize deposits, report any cash overages or shortages, Maintaining cleaning duties, Scheduling, Handling customer complaints, Monthly inventory
General Manager Jimmy Johns-San Marcos, TX
San Marcos, TX
06.2008 - 02.2011
- Scheduling staff, Daily deposits to bank, making daily prep lists, Delegating tasks, Weekly inventory and food orders, Interviewing and training new employees, Keeping labor, costs, and all other percentages in the green
- Sending weekly reports to Corporate, Taking care of catering orders, Local marketing
- Completed 3-week training for Jimmy Johns manager certification
Education
Bachelor's degree - Operation Management & Program Management
Southern New Hampshire University
09-2027
High school diploma - Basic
Smithson Valley High School
06.2003
Skills
- Conflict Resolution Expertise
- Organizational Development
- Technical Support
- Help Desk
- Supervising Experience
- Social media management
- Zendesk
- Content moderation
- Slack
- Alternative dispute resolution
- Administrative and Business operations
- Attention to Detail
- Computer Literacy
- Time Management
- Multitasking
- Google Docs
- Account management
- Customer relationship management
- Online research
- Cultural Awareness
- Goal Setting and Achievement
- Emotional Intelligence
- Call Center Operations
- Call Metrics
- De-Escalation Techniques
Certification
Samsung Advocate Certified, 10/01/15, Present, Must complete all product training and keep up to date with new products. From phones, tablets, operating systems, applications, etc. Also had to make sure all the other reps had their training done.
Clubs
The National Society of Leadership and Success – Member Date 2019 - Present
Selected by campus administration to participate among top students in a leadership program including:
- Leadership Training Day: Trained in leadership and success skills via an introspective and interactive training session.
- Speaker Events: Participated in seminars led by celebrities and best-selling authors on topics such as leadership, time management, and goal setting.
- Success Networking Teams:Participated in peer based leadership development teams
Experience in setting and achieving goals, receiving coaching, coaching others, and holding others accountable to commitments.
Accomplishments
- Southern New Hampshire University's Honor Roll multiple terms
Timeline
Reverse Mortgage Specialist
Celink-Remote
09.2023 - 07.2024
Escalations Specialist
TaskUs-Remote
09.2021 - 12.2022
Social Media Content Moderator
TaskUs-New Braunfels, TX
10.2018 - 09.2021
Escalations Supervisor
CBE Companies-New Braunfels, TX
12.2017 - 10.2018
Night Auditor
Country Inns & Suites-New Braunfels, TX
03.2017 - 12.2017
Sales Representative Lead Communication Solutions (AT&T)-Weatherford, OK
05.2015 - 07.2016
Cake Decorator/ Inventory supervisor
Walmart-Weatherford, OK
07.2013 - 05.2015
Carhop/Crew Leader Sonic Drive-In-Weatherford, OK
10.2012 - 06.2013
Assistant Manager Braum's-Weatherford, OK
10.2011 - 08.2012
General Manager Jimmy Johns-San Marcos, TX
06.2008 - 02.2011
Bachelor's degree - Operation Management & Program Management
Southern New Hampshire University
High school diploma - Basic
Smithson Valley High School
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