Sarah Greer
Foley,AL
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Diplomatic customer service professional experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions. Confident communicator recognized for consistently receiving excellent customer feedback. Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Innovative Answering Assistance Inc.
Sarasota, Florida
12.2021 - Current
- Updated Service Titan & Opal system with order specifics and customer details, preferences and billing information.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Mentored new employees on procedures and policies to maximize team performance.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Led on- and off-site customer support teams across multiple time zones.
- Improved customer service wait times to mitigate complaints.
- Answered inbound calls, chats and emails to facilitate customer service.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Set up and activated customer accounts.
Manager
Doc Holiday's
Foley, AL
02.2017 - 01.2022
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Monitored staff performance and addressed issues.
- Coached, mentored and trained team members in order to improve their job performance.
- Delegated work to staff, setting priorities and goals.
- Implemented new technologies to streamline operations, reduce costs, and improve customer service.
- Provided leadership during times of organizational change or crisis situations.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.
- Entered time and attendance logs in preparation for payroll.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Recruited and trained new employees to meet job requirements.
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Completed day-to-day duties accurately and efficiently.
Deli Clerk
Publix Grocery Store
Orange Beach, AL
03.2017 - 10.2018
- Stored perishable food items in freezer or refrigerator to protect from spoilage.
- Explained food preparation methods and ingredients to enable patrons with food allergies to make educated decisions.
- Chopped ingredients and prepped food items ahead of lunchtime and dinner rush periods.
- Answered questions regarding ingredients and preparation techniques to educate customers before placing orders.
- Welcomed and thanked guests to demonstrate appreciation for patronage.
- Assembled and served meals according to specific guest requirements.
- Assisted customers with selecting products from the deli case or menu board.
- Sliced meats and cheeses and weighed deli items for customers.
- Updated food displays, cases and other customer-facing areas to increase sales of special items.
- Offered samples to promote and upsell specials.
- Maintained cleanliness of the deli area and equipment.
- Operated slicers and other equipment according to company guidelines to minimize accidents or injuries.
- Trained new employees on proper handling of food, safety protocols, and customer service techniques.
- Served food and beverages at take-out counters to provide fast service to waiting guests.
- Notified kitchen staff of shortages or special orders, prompting appropriate action and keeping wait times short.
- Maintained records such as inventory levels or sales figures.
- Weighed, wrapped, and labeled meats, cheeses, salads, sandwiches. for customers' orders.
- Tailored orders to address customer allergies and gluten concerns.
- Greeted customers in a friendly and professional manner.
- Maintained safe food handling practices to prevent germ spread.
- Checked signage and pricing to verify accurate displays on counters and in cases.
- Scrubbed and polished counters to remove debris and food.
- Prepared all food orders according to customer specifications.
- Ensured compliance with all local health department regulations regarding food preparation and storage procedures.
- Restocked napkins, condiments and utensils at self-service areas during slow periods.
Office Manager
Dan's Pools & Spas
Gulf Shores, AL
01.2012 - 11.2017
- Implemented and maintained company protocols to facilitate smooth daily activities.
- Supervised staff members, organized schedules and delegated tasks.
- Administered payroll and maintained proper documentation of employee personnel.
- Developed and implemented office policies and procedures.
- Tracked invoices and payments to ensure accuracy of accounts receivable and payable information.
- Reviewed contracts for accuracy prior to signing off on behalf of the company.
- Managed front desk operations including greeting visitors, answering questions or directing them to appropriate personnel.
- Created spreadsheets in Excel to track data such as vacation requests, sick days .
- Assigned work and monitored performance of project personnel.
- Maintained impeccable office organization to support efficiency, professionalism and performance objectives.
- Sustained office efficiency by implementing and planning office systems, equipment procurement and layouts.
- Maintained filing system for records, correspondence and other documents.
- Elevated customer satisfaction ratings by promptly resolving client and case issues.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Answered phone calls, responded to emails, routed mail and coordinated courier services.
- Ordered supplies and equipment to maintain adequate inventory levels.
- Handled scheduling and managed timely and effective allocation of resources and calendars.
- Resolved customer inquiries in a timely manner while maintaining positive relationships with clients.
- Delegated work to staff, setting priorities and goals.
- Performed general bookkeeping duties such as reconciling bank statements and creating journal entries.
- Managed office budget to handle inventory, postage and vendor services.
- Monitored payments due from clients and promptly contacted clients with past due payments.
- Oversaw receiving and organizing correspondence, answering and forwarding calls and creating business letters and records.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Coded and entered daily invoices with in-house accounting software.
- Managed office inventory and placed new supply orders.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Coordinated office activities and operations to secure efficiency and compliance with company policies.
- Managed, scheduled and coordinated office functions and activities for employees.
Education
High School Diploma -
Gulf Shores High School
Gulf Shores, AL05-2011
Skills
- Inbound and Outbound Calling
- Scheduling
- Product Knowledge
- Information Security
- Complaint Resolution
- Appointment Scheduling
- Call Management
- Account Updating
- Data Collection
- Paperwork Processing
- Data Entry
- Professional Telephone Demeanor
- Quality Control
- Multi-Task Management
- Proofreading
- Product Sales
- Retail Marketing
- Customer Relations
- Stock Management
- Route Management
- Typing Proficiency
- Shipping and Receiving Understanding
- Sales Expertise
- Positive and Professional
- Credit Card Payment Processing
Timeline
Customer Service Representative
Innovative Answering Assistance Inc.
12.2021 - Current
Deli Clerk
Publix Grocery Store
03.2017 - 10.2018
Manager
Doc Holiday's
02.2017 - 01.2022
Office Manager
Dan's Pools & Spas
01.2012 - 11.2017
High School Diploma -
Gulf Shores High School
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