SARAH MCBEAN
Middleville,Michigan
Summary
Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Customer Service Supervisor
Swissport - United Airlines
Grand Rapids , MI
2021.10 - Current
- Supervised and trained customer service staff to ensure excellent customer service delivery.
- Provided guidance and support to junior customer service representatives, including coaching and mentoring.
- Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
- Ensured all customer inquiries were handled in accordance with company standards and regulations.
- Maintained accurate records of customer interactions for future reference.
- Created reports on daily, weekly, monthly basis related to customer service activities.
- Performed quality assurance audits on completed transactions by reviewing recordings of phone conversations between customers and agents.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Assessed team member performances by delivering one-on-one coaching to promote better service.
Programming Specialist
Farmers Insurance Company
Caledonia , MI
2000.06 - 2020.01
- Developed and tested software programs to ensure accuracy and reliability.
- Analyzed user needs and designed solutions for programming projects.
- Implemented code changes to improve program efficiency and performance.
- Provided technical support for users of applications developed by the programming team.
- Documented requirements for all programming projects according to industry standards.
- Reviewed code written by other developers on the team to ensure quality assurance standards were met.
- Troubleshot application issues reported by end users in a timely manner.
- Created automated unit tests for software components prior to deployment.
- Participated in daily stand-up meetings with the development team.
- Deployed updates, fixes, and new features regularly following established release cycles.
- Wrote and maintained clear documentation describing program development, logic and corrections.
- Developed tests to verify implementation of project requirements and enhance customer satisfaction.
Education
Bachelor of Science - Business Computer Information Systems
Ferris State University
Big Rapids, MI05.1998
Skills
- Performance Evaluations
- Workflow Management
- Handling Escalations
- Decision-Making
- Delegating Work
- Time Management
- Team Building and Leadership
- Positive and Constructive Feedback
- Records Management
- Problem-Solving
- Work Prioritization
- Training and Mentoring
- Customer Service
- Customer Relations
Affiliations
I am a mom of three wonderful children. We love out pets and spending time together as a family. We attend Church and I serve as a Greeter there.
Accomplishments
My team at United at GRR just received this last quarters STAR Award. We are hard workers and unless a plane goes on maintenance, comes in late, or can't go out because of Ground Stops, we get them out on time or early. Our NPS scores have been high, which means we are taking care of our Customers. It is about how you do your job that counts.
Certification
GSC, Jet Bridge Trainer, CRO
References
References available upon request.
Timeline
Customer Service Supervisor
Swissport - United Airlines
2021.10 - Current
Programming Specialist
Farmers Insurance Company
2000.06 - 2020.01
Bachelor of Science - Business Computer Information Systems
Ferris State University
GSC, Jet Bridge Trainer, CRO
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