Sarah Fernandez
San Antonio,TX
Summary
Professional customer service expert with strong communication and problem-solving skills. Proven ability to handle customer inquiries and resolve issues efficiently while maintaining high standards. Strong focus on team collaboration and adaptability to changing needs. Known for reliability, empathy, and results-driven approach in high-pressure environments.
Overview
19
19
years of professional experience
Work History
General Warehouse Associate
Amazon Fulfillment Ctr
09.2023 - Current
- Prepared orders for shipment by picking and packing merchandise.
- Worked effectively in fast-paced environments.
- Paid attention to detail while completing assignments.
- Exceeded daily productivity goals through efficient task completion and strong time management skills.
- Lifted materials weighing as much as 40 pounds.
- Rejected damaged items and recorded shortages in inventory.
- Supported quality control initiatives by inspecting products for defects or damage before being sent to be packaged.
- Maintained clean work areas by disposing of waste materials properly and organizing storage spaces as needed.
LICENSED INSURANCE REPRESENTATIVE
USAA
12.2020 - 03.2023
- Leveraged knowledge of company insurance products and services to advise customers on appropriate choices
- Spent ample time with each customer, verbally reviewing, and explaining documents for client comprehension.
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques
- Maintained high standards of customer service by building relationships with clients
- Built relationships with clients using active listening and issue resolution to provide excellent service
- Updated account information to maintain customer records
- Assisted with billing inquiries and provided timely responses to enhance customer satisfaction
- Handled account payments and provided information regarding outstanding balances
- Obtained underwriting approval by completing application for coverage
- Monitored changes in insurance industry to stay compliant with relevant laws and regulations
- Calculated quotes and educated potential clients on insurance options
GENERAL WAREHOUSE ASSOCIATE
TJ Maxx Distribution Ctr
07.2019 - 02.2020
- Prepared orders for shipment by systematically picking, packing and labeling merchandise
- Readied product pallets for optimal storage and shipment, carefully organizing boxes and balancing weight
- Operated SCAN computer system, hand-held inventory control device and calculator to verify merchandise count
- Recorded information, shortages and discrepancies to keep records current and accurate
- Kept all documentation and records accurate and up-to-date with latest data to prevent errors in processing or delivery
- Inspected work areas for cleanliness and obstacles and removed cartons and boxes to keep work areas organized and hazard-free
- Removed all debris and packaging from boxes and separated for recycling or disposal
- Consistently lifted materials weighing as much as 50 pounds
ENGAGEMENT SPECIALIST
Carenet Healthcare Services
01.2019 - 05.2019
- Contact health plan members by phone to inform them of proactive steps available to them to improve their health while saving time and money.
- Answer questions and provide guidance to help members to help them make informed healthcare decisions about their prescriptions.
- Multitasking through simultaneous thinking, talking and typing.
- Adhered to strict confidentiality guidelines, protecting customer privacy and sensitive data at all times.
- Displayed empathy towards customers'' needs, creating a positive experience despite challenging circumstances that may have led them to reach out for assistance initially.
- Exceeded daily outbound call quotas while maintaining high levels of customer satisfaction and engagement.
- Coordinated with other departments within the organization when necessary, fostering an environment of collaboration towards shared objectives related to customer success.
CUSTOMER SERVICE SPECIALIST
Jpmorgan Chase & Co
07.2006 - 04.2018
- Ensured a high level of professionalism during all interactions with customers through adherence to company policies.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Helped customers complete online banking services and assisted with user access problems such as forgotten passwords.
- Upheld strict security procedures to verify identities when completing actions for members and giving out private banking information.
- Participated in regular team meetings to discuss challenges, share ideas, and strategize on how to improve overall call center performance.
- Supported team members with escalated calls, ensuring satisfactory resolutions for both customers and the company.
Education
High School Diploma - General High School Curriculum
Highlands High School
San Antonio, TX05.2005
Skills
- Customer support
- Problem-solving skills
- Product knowledge
- Complaint resolution
- Technical support
- Call controlling
- Remote office availability
- Policies and procedures adherence
- De-escalation techniques
- Call metrics
Timeline
General Warehouse Associate
Amazon Fulfillment Ctr
09.2023 - Current
LICENSED INSURANCE REPRESENTATIVE
USAA
12.2020 - 03.2023
GENERAL WAREHOUSE ASSOCIATE
TJ Maxx Distribution Ctr
07.2019 - 02.2020
ENGAGEMENT SPECIALIST
Carenet Healthcare Services
01.2019 - 05.2019
CUSTOMER SERVICE SPECIALIST
Jpmorgan Chase & Co
07.2006 - 04.2018
High School Diploma - General High School Curriculum
Highlands High School
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