Sarah Montgomery
Cheektowaga
Summary
Dedicated Senior Customer Service Representative with background in fast-paced, customer-focused environments. Extensive experience resolving complex customer inquiries, improving customer satisfaction levels, and driving overall operational improvements. Strengths include strong communication skills, conflict resolution abilities, and leadership qualities that foster team synergy. Proven capacity to influence positive changes within previous roles through innovative problem-solving techniques.
Overview
15
15
years of professional experience
Work History
Senior Customer Service Representative
Thermo Fisher Scientific
Grand Island
04.2024 - Current
- Promoted customer satisfaction by effectively resolving issues with knowledgeable and friendly service.
- Resolved customer complaints and provided timely solutions, enhancing overall customer satisfaction.
- Coordinated with manufacturing team to update customers on order status, improving communication and transparency.
- Provided training and mentorship to new customer service representatives.
- Collaborated with several teams in a Kaizen to identify and attempt to reduce response time in e-mail responses
Customer Care Representative
Thermo Fisher Scientific
Grand Island
09.2022 - 04.2024
- De-escalated customer issues using conflict mediation and problem-solving skills, improving customer retention.
- Collaborated with internal teams to resolve customer concerns, enhancing overall satisfaction.
- Educated existing and prospective customers on services and products, facilitating informed decision-making.
- Educated customers where applicable to alleviate need for future contact.
- Assist with providing order status, and provide possible alternatives with comparable available products
- Processed orders accurately and efficiently according to established procedures.
Customer Service Representative
DiVal Safety Equipment
Buffalo
05.2016 - 08.2022
- Processed customer orders efficiently
- Sourcing specialty items that customers request
- Sourced specialty items requested by customers to enhance satisfaction
- Collaborated with inside sales teams to create accurate quotes, ensuring customer expectations were met
- Collaborated with promotions department to manage special request orders efficiently
- Utilized AS400 system and CRM for data management
Server
Famous Dave's
Cheektowaga
01.2016 - 05.2017
- Provided dining service for patrons
- Engaged with guests to ensure satisfaction
- Interacted with guests to provide excellent service to ensure satisfaction
- Handled financial transactions efficiently
Server
Denny's
Cheektowaga
05.2011 - 12.2015
- Recorded and processed food and drink orders efficiently
- Delivered meals to customers promptly
- Greeted and seated guests upon arrival
- Handled cash and credit transactions in a fast-paced environment
- Maintained a clean work area
Education
High school diploma -
Cheektowaga High School
Cheektowaga, NYSkills
- Customer Service
- Call center agent experience
- Order processing
- CRM Software
- Data management
- Microsoft Teams
- De-escalation techniques
- Problem solving
- Continuous improvement
- Time management
- Training and mentorship
- Multi-line phone systems
- Phone etiquette
- Teamwork
- Written communication
- Sourcing
Timeline
Senior Customer Service Representative
Thermo Fisher Scientific
04.2024 - Current
Customer Care Representative
Thermo Fisher Scientific
09.2022 - 04.2024
Customer Service Representative
DiVal Safety Equipment
05.2016 - 08.2022
Server
Famous Dave's
01.2016 - 05.2017
Server
Denny's
05.2011 - 12.2015
High school diploma -
Cheektowaga High School