Microsoft Certified
Sarah Duncan
Document Processor/Customer Service Representative
Eubank,KY
Summary
Accomplished leader with a proven track record at Blackbelthelp.com, adept in Business Management and Customer Relations. Excelled in enhancing customer satisfaction and loyalty, while effectively managing resources and streamlining operations. Demonstrated exceptional multitasking and communication skills, significantly contributing to operational excellence and team success.
Overview
24
24
years of professional experience
4
4
years of post-secondary education
Work History
Owner
Mrs. Fix It & Me Home Renovation Pros
Eubank, KY
02.2022 - Current
- Managed day-to-day business operations.
- Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
- Oversaw daily operations, ensuring all tasks were completed accurately and efficiently by team members.
- Negotiated contracts with suppliers for better pricing and terms, reducing overall costs for the business.66
- Consulted with customers to assess needs and propose optimal solutions.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
Education Support Advocate
Blackbelthelp.com
Somerset, KY
01.2022 - 05.2023
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Worked effectively with fellow team members to coordinate effective solutions to any question or concern.
- Managed on average 30 calls per day, maintaining composure under pressure while providing exceptional service.
- Established trusting relationships with clients by maintaining open lines of communication throughout the entire representation process.
- Delivered friendly service and offered expert support in every interaction.
- Made referrals to appropriate services, following up to confirm callers were able to resolve their issue.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Met customer call guidelines for service levels, handle time and productivity.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Identified and resolved discrepancies and errors in customer accounts.
- Consistently met or exceeded performance goals, contributing to the overall success of the call center.
Document Processing Specialist
Blackboard
Somerset, KY
03.2021 - 09.2021
- Worked with internal staff to process up to 80 documents a day.
- Performed document reproduction, printing documents from electronic sources such as email attachments, PDF files and cloud storage.
- Collaborated across 3 departments and levels of management to gain consensus on procedural documentation.
- Converted documents from one application to another.
- Provided assistance with inbound and outbound document processes, document sorting, logging, and work order creation.
- Consistently met or exceeded performance metrics, showcasing attention to detail and commitment to high-quality work output.
- Managed multiple projects simultaneously while prioritizing tasks based on urgency and potential impact on business outcomes.
- Maintained strict confidentiality of sensitive information while handling proprietary documents for clients in various industries.
- Maintained organized and efficient document flows by using excellent planning and multitasking skills.
Manager
Papa John's Pizza
Somerset , KY
05.2000 - 11.2009
- Met, greeted, and encouraged feedback from customers and used feedback to implement positive changes within restaurant.
- Tracked daily sales transactions and invoices for accurate and updated financial reporting.
- Monitored inventory of supplies and purchased orders to maintain adequate stock levels.
- Managed daily operations to ensure a high level of efficiency, consistency, and quality in both food and service.
- Optimized labor costs by closely monitoring schedules, adjusting staffing levels according to business needs, and employing cross-training strategies.
- Oversaw inventory management processes to minimize waste and maintain optimal stock levels for seamless operation.3
- Reconciled cash and credit card transactions to maintain accurate records.
- Assisted in development and implementation of new menus to offer variety and options to customers.
- Ensured compliance with local health department regulations through regular staff training sessions and facility inspections.
- Managed staff schedules and maintained adequate coverage for all shifts.
- Oversaw food preparation and monitored safety protocols.
- Maintained kitchen cleanliness and sanitation through correct procedures and scheduled cleaning of surfaces and equipment.
- Reduced inaccuracies by carefully counting cash and keeping meticulous records of transactions.
Education
No Degree - Surgical Technology
Somerset Community College
Somerset, KY 08.2004 -
High School Diploma -
Pulaski County High School
Somerset, KY 08.1998 - 05.2002
Skills
Business Management
Customer Relations
Budget Administration
Regulatory Compliance
Customer Support
Data Entry
Customer Satisfaction
Written and oral communication
Patience Maintenance
Keyboarding
Logging call information
Resolving issues
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeLocation Preference
RemoteImportant To Me
Work-life balanceCareer advancementSoftware
Salesforce
Interests
Reading
Theatre
Thrifting
Crafting
Fourwheeling
Timeline
Owner
Mrs. Fix It & Me Home Renovation Pros
02.2022 - Current
Education Support Advocate
Blackbelthelp.com
01.2022 - 05.2023
Document Processing Specialist
Blackboard
03.2021 - 09.2021
No Degree - Surgical Technology
Somerset Community College
08.2004 -
Manager
Papa John's Pizza
05.2000 - 11.2009
High School Diploma -
Pulaski County High School
08.1998 - 05.2002