Sarah Fenske
Rockwall
Summary
Dynamic Customer Care Advocate with extensive experience at UnitedHealthcare. I was recognized for achieving a 95% customer satisfaction rating and for being proficient in CRM software. Adept at having great empathy while relationship building and resolving complex issues through active listening, problem-solving, and consistently enhancing the customer experience with my driving loyalty.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Professional Customer Care Advocate
Omnicare365
Rockwall
09.2023 - 11.2024
- Company Overview: UnitedHealthCare
- Maintained a high level of professionalism and empathy while interacting with customers to ensure their satisfaction
- Managed a high volume of incoming calls, emails, and live chats from customers seeking assistance or information
- Documented all interactions with customers accurately in the CRM system for future reference and analysis
- Developed strong relationships with key clients by providing personalized attention tailored to their specific needs
- Implemented proactive measures such as follow-up calls or emails to ensure customer satisfaction after issue resolution or purchase completion
- Participated in regular team meetings to discuss challenges faced by customers and share best practices for resolving them effectively
- UnitedHealthCare
Shift Leader/Cashier/Customer Service
GPM Investments
Kingston
09.2022 - 01.2023
- Communication
- Sales
- Upselling
- Process Improvement.
Front Desk Receptionist (Seasonal)
Marina del Ray
Kingston
04.2022 - 07.2022
- Greeted and welcomed guests, providing a positive first impression of the company
- Scheduled appointments and maintained an organized calendar for multiple staff members
- Maintained cleanliness and organization of the front desk area at all times
- Responded promptly to customer inquiries in person, via phone or email, resolving issues effectively
- Maintained accurate records of employee attendance using timekeeping software
- Prepared meeting rooms prior to client visits ensuring they were clean, well-stocked, and properly set up
Seasonal Customer Service Associate
Lowe's Home Improvement
Durant
10.2021 - 04.2022
- Consistently provided exceptional customer service, resulting in a 95% customer satisfaction rating over a six-month period.
- Processed customer transactions accurately and efficiently, handling cash, credit cards, and electronic payments
- Managed high-volume checkout lanes during peak hours while maintaining accuracy and speed
- Collaborated with other departments such as receiving or merchandising teams to ensure efficient operations
- Resolved customer complaints regarding pricing errors or product availability with professionalism
- Managed customer complaints or concerns promptly, ensuring a positive resolution and maintaining customer satisfaction
- Frequently commended by customers for friendly demeanor and helpful attitude towards resolving their concerns
Customer Care Advocate for United Healthcare
Alorica
Durant
11.2019 - 07.2020
- Resolved an average number of customer issues per day through active listening, problem-solving, and effective communication
- Achieved a customer satisfaction rating of based on post-interaction surveys
- Collaborated with cross-functional teams to escalate complex issues and provide timely resolutions for customers
- Identified opportunities for process improvement in order to enhance the overall customer experience
- Contributed ideas for improving product/service offerings based on feedback received from customers
- Demonstrated strong product knowledge to effectively address questions regarding features, pricing, availability, etc
CSR/Cashier
Caney Creek Resort
Kingston
03.2019 - 10.2019
- Developed and delivered training programs for front desk staff on customer service best practices
- Maintained accurate records of room availability and guest accounts, ensuring efficient reservation management
- Collaborated with housekeeping department to prioritize room cleaning based on guest preferences and requests
- Assisted guests with special needs or requests, going above and beyond to provide exceptional service
- Created detailed reports on daily occupancy rates, revenue generated, and other key performance indicators
- Managed cash handling procedures at the front desk, including balancing cash drawers at the end of each shift
Administrative Assistant
Center for Career Training
Rockwall
04.2018 - 02.2019
- Prepared and edited correspondence, reports, presentations, and other documents as needed
- Maintained office supplies inventory by anticipating needs and placing orders in a timely manner
- Screened phone calls and emails for executives, providing accurate information or redirecting inquiries to appropriate staff members
- Served as the primary point of contact for visitors/guests, greeting them professionally and ensuring their needs were met during their time at the office
- Coordinated employee recognition programs/events to boost morale and foster a positive work environment
- Demonstrated proficiency in using various software applications (e.g., Microsoft Office Suite) to create documents/spreadsheets/presentations/reports efficiently and accurately
Education
College certificates - Administrative assistant
Center for Career Training
Rockwall, TX02.2019
High school diploma or GED - Diploma
Macarthur High School
Irving, TX05.2000
Skills
- Upselling
- Administrative experience
- Typing
- Microsoft PowerPoint
- Cash handling
- Microsoft Outlook
- Front desk
- Customer support
- Guest services
- Cash register
- Communication skills
- Computer skills
- Data entry
- Microsoft Word
- CRM software proficiency
- Data entry proficiency
- Call center experience
- Active learning
- Empathy display
- Complaint handling
- Coaching
- Customer feedback
- Attention to detail
- Problem solving
- Product knowledge
- Active listening
- Sales techniques
- Team collaboration
- Relationship building
- Customer service
- Verbal and written communication
- Appointment scheduling
- CRM software
- Inbound customer service
- Customer relations
- First call resolution
- Phone etiquette
- Email correspondence
- Email communication
- Empathy and patience
- Documentation and reporting
- Adaptability and flexibility
- Call handling
- Multitasking and organization
- Account updating
- Office equipment proficiency
- Staff education and training
- Multitasking Abilities
Certification
I have acquired many certificates through successfully completed courses of my studies.
References
References available upon request.
Timeline
Professional Customer Care Advocate
Omnicare365
09.2023 - 11.2024
Shift Leader/Cashier/Customer Service
GPM Investments
09.2022 - 01.2023
Front Desk Receptionist (Seasonal)
Marina del Ray
04.2022 - 07.2022
Seasonal Customer Service Associate
Lowe's Home Improvement
10.2021 - 04.2022
Customer Care Advocate for United Healthcare
Alorica
11.2019 - 07.2020
CSR/Cashier
Caney Creek Resort
03.2019 - 10.2019
Administrative Assistant
Center for Career Training
04.2018 - 02.2019
College certificates - Administrative assistant
Center for Career Training
High school diploma or GED - Diploma
Macarthur High School
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