Sarah Marino
Honolulu,HI
Summary
Experienced and dedicated customer service professional with a strong track record. A team player with a positive and outgoing demeanor, excels at building rapport with clients. Motivated by maintaining customer satisfaction and contributing to company success. Articulate, energetic, and results-oriented with a genuine passion for developing relationships, cultivating partnerships, and driving business growth. 5 plus years of extensive experience in high-call volume environments as a skilled call center professional. Possesses excellent computer skills and telephone etiquette for efficient and effective communication.
Overview
15
15
years of professional experience
Work History
Billing Representative Temp
Hawaii Dental Service
01.2024 - 11.2024
- Identified, researched, and resolved billing variances to maintain system accuracy for groups and individual members.
- Enhanced client satisfaction with prompt resolution of billing inquiries and disputes.
- Ensured accurate recordkeeping by maintaining up-to-date customer account information in the database.
- Handled account payments and provided information regarding outstanding balances.
- Processed payment via telephone with focus on accuracy and efficiency.
- Produced and mailed initial payment letters letters to customers wanting COBRA coverage.
- Processed enrollments for COBRA services and mailed enrollment confirmation packets.
- Maintained compliance of COBRA members by researching weekly reports and mailing out notice letters.
- Retrieved and processed incoming mail for payments, enrollment forms, and other incoming correspondence.
- Entered COBRA payments and prepared bank deposit daily.
Dispatcher/Motor Vehicle Fleet Manager
Premier Restoration Hawaii
11.2021 - 12.2023
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
- Promoted teamwork among colleagues by proactively assisting others when needed.
- Maintained updated and detailed records of calls in physical and electronic database.
- Maintained accurate records of dispatched calls, ensuring thorough documentation for future reference.
- Monitored real-time GPS tracking of units in the field to optimize routing efficiency during emergency callouts.
- Demonstrated adaptability in evolving situations by adjusting strategies in real-time as new information became available.
- Managed high-stress situations to ensure caller calmness, using effective communication and problem-solving skills.
- Answered phone calls and responded to customer emails.
- Received new orders, prepared documentation, and assigned personnel.
Customer Service Sales Representative
Spectrum
08.2020 - 10.2021
- Computed total costs and profit requirements for customer sales to provide accurate pricing.
- Showcased product features to customers and discussed technical details to overcome objections and lock in sales.
- Exceeded call monitoring expectations through accurate reporting and processing.
- Determined customer needs and interests to recommend tv, internet, voice, and mobile services to customers.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Boosted sales revenue by identifying customer needs and recommending appropriate products or services.
- Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
- Increased customer satisfaction by addressing and resolving complex issues effectively.
- Managed high call volume, ensuring timely response and effective resolution to all customer concerns.
Technical Customer Service Representative
Spectrum
05.2016 - 08.2020
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Provided primary customer support to customers in a fast-paced environment.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Troubleshot and diagnosed problems to accurately resolve wide range of technical issues.
- Documented all transactions and support interactions in system for future reference and addition to knowledge base.
- Assisted customers with product selection based on stated needs, proposed use and budget.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
Manager
Wiz Kids Learning Center
04.2011 - 04.2016
- Onboarded new employees, including training, mentoring and new hire documentation.
- Maximized performance by monitoring daily activities and mentoring 15-20 tutors.
- Evaluated tutors' strengths and assigned students based upon experience and training.
- Adjusted student's skills binder and schedules to align with each parent/guardian's demands.
- Applied parent/guardian feedback to develop process improvements and support long-term business needs.
- Developed and maintained relationships with the student's parents/guardians through continual communication and skill assessment updates.
- Recorded inventory of materials and supplies in order to maintain each student's binder.
Lead Tutor
Wiz Kids Learning Center
09.2009 - 04.2011
- Collaborated with students to complete homework assignments, identify lagging skills and correct weaknesses.
- Planned lessons for allotted time to strengthen weak subjects and build skills.
- Made lessons interesting and engaging using art and visual aids to bolster learning.
- Integrated technology into sessions to further enhance student learning.
- Tutored student's from Pre-K to high school in English and Math course materials.
- Met with student's parents/guardians to go over educational goals and expectations.
- Developed student confidence though attentive instruction in reading, writing, and math skills, applying positive reinforcement strategies.
- Used materials from the student's binder or created special handouts, study guides and enrichment materials to boost student knowledge.
- Reviewed subject matter by using flashcards and writing techniques to improve recall for each student.
- Prepared lesson plans to meet goals identified in students' individualized study plans.
- Maintained detailed files that tracked student's learning progress.
- Improved test scores by focusing on reading comprehension, math, and critical thinking skills through one-on-one tutoring sessions.
- Coached and mentored junior tutors on successful teaching strategies and time management.
- Scheduled tutors to student's based on their skill levels to effectively assist each student's needs.
Education
No Degree - Liberal Arts And General Studies
Leeward Community College
Pearl City, HIHigh School Diploma -
President William Mckinley High School
Honolulu, HISkills
- Computer skills
- Microsoft office
- Data entry experience
- Payment collection
- Communication
- Customer service
- Attention to detail
- Data entry proficiency
- Analytical thinking
- Records organization and review
- Teamwork and collaboration
- Multitasking
Timeline
Billing Representative Temp
Hawaii Dental Service
01.2024 - 11.2024
Dispatcher/Motor Vehicle Fleet Manager
Premier Restoration Hawaii
11.2021 - 12.2023
Customer Service Sales Representative
Spectrum
08.2020 - 10.2021
Technical Customer Service Representative
Spectrum
05.2016 - 08.2020
Manager
Wiz Kids Learning Center
04.2011 - 04.2016
Lead Tutor
Wiz Kids Learning Center
09.2009 - 04.2011
High School Diploma -
President William Mckinley High School
No Degree - Liberal Arts And General Studies
Leeward Community College
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