Sarah-Jane Lattin
Evans,GA
Summary
Highly motivated, action-oriented professional with the passion for helping others succeed. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
18
18
years of professional experience
Work History
Chat Support Specialist
Fanduel, Inc.
10.2023 - Current
- Developed strong communication and interpersonal skills to develop trust with client base through inbound chat support
- Manage over 1200 chats, multiple chats at a time, and maintain top ten in metrics for company as a whole
- Familiar and proficient with VMware, Salesforce, and Slack
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly
- Proficient in Microsoft Word, Microsoft Teams, Microsoft Excel, Microsoft Outlook, Microsoft PowerPoint, Zoom
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates
Universal Phone Advisor
Morley Companies, Inc.
10.2021 - Current
- Developed strong communication and interpersonal skills to develop trust with client base through inbound and outbound phone, e-mail and chat techniques.
- Proficient in Microsoft Word, Microsoft Teams, Microsoft Excel, Microsoft Outlook, Microsoft PowerPoint, QuickBooks, Zoom, Slack, Multiple CRM platforms and other basic tools
- Familiar and proficient with VMware, Salesforce, and Global Connect.
- Handled 60-90 inbound and outbound calls per day
- Responded to customers complaints, inquiries, and troubleshot basic issues with helpful and accurate information
- Developed excellent ability to maintain composure under pressure and ability to utilize active listening skills and excellent communication methods within client and coworker communications.
- Guided customers through vehicle function issues and walked them through their owner's manual and assisted in troubleshooting functional issues over email, chat and phone
- Demonstrated impeccable ability to multitask for example, working through customer needs while managing tools needed to assist customers, all while thoroughly documenting calls
Sales Consultant/Maintenance Tech.
Busby's Heating and Air
12.2016 - 12.2018
- Effectively gathered information to assess customer needs and provided solutions through offering company products and services
- Monitored customer fulfillment of products sold and ensured customers product data was accurate
- Trained customers on proper utilization of products purchased through my personal sales techniques
- Actively used phone communication, social media, emails and created product surveys to maintain customer satisfaction and commitment
- Created detailed sales presentations to communicate product features and market data.
Services Technician
Montana Air National Guard
03.2010 - 10.2012
- Provided Military unit with safety reports and necessary monthly safety briefings and protocols
- Constructed mobile deployment units and documented all actions being taken during said deployment
- Prepared field training records for each member of a 55 member unit on a regular basis
- Worked on, organized, and filed all necessary safety paperwork pertaining to unit of 40 plus members
- Inspected worksites, practices, and gear for compliance with established safety standards
Security Forces Member
The United States Air Force
08.2006 - 03.2010
- Internalized importance of accountability, responsibility, and integrity as a part of a successful and moral internal compass
- Provided security to our nation's most lethal defensive missiles while patrolling 23,500 square miles
- Demonstrated ability to think critically, actively, and rationally while under immense pressure
- Executed anti-terrorism measures, missile alert facility searches, vehicle searches and searches of personnel to ensure safety of our nuclear military installation.
- Provided accountability for 16 personnel on a supervisory level throughout term in our missile field
- Observed CCTV cameras to detect potential threats and respond accordingly
- Delivered training sessions to educate personnel on security policies and procedures
Education
Associate of Applied Science - Criminal Justice
The Community College of The Air Force
Great Falls, MT01.2010
Associate of Arts -
The Community College of The Air Force
Great Falls, MT01.2010
Skills
- Complaint Handling
- Performance Tracking
- Social Media Monitoring
- CRM Software (multiple)
- Zendesk
- Salesforce CRM
- Promotional support
- LiveChat Messaging
- Multitasking
- Slack
- Written Communication
- Product Knowledge
- Microsoft Word, PowerPoint, Excel, Teams, Etc
Timeline
Chat Support Specialist
Fanduel, Inc.
10.2023 - Current
Universal Phone Advisor
Morley Companies, Inc.
10.2021 - Current
Sales Consultant/Maintenance Tech.
Busby's Heating and Air
12.2016 - 12.2018
Services Technician
Montana Air National Guard
03.2010 - 10.2012
Security Forces Member
The United States Air Force
08.2006 - 03.2010
Associate of Applied Science - Criminal Justice
The Community College of The Air Force
Associate of Arts -
The Community College of The Air Force
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