SARAH PIETRICONE
North Tonawanda
Summary
Customer service professional with strong background in managing customer interactions and resolving issues promptly. Committed to enhancing team collaboration and achieving consistent results. Recognized for adaptability in dynamic environments and proficiency in handling customer concerns and inquiries.
Overview
17
17
years of professional experience
Work History
Sr Customer Service Representative 3 Web Support
Thermo Fisher Scientific Inc.
09.2024 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts surrounding invoicing/pricing disputes/ issues with accessing portal connections.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated emails efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Sr Customer Service Representative 2 Ecommerce
Thermo Fisher Scientific Inc.
07.2020 - Current
- Process and manage internal and external order requests
- Manage internal and external online Thermo Fisher profiles
- Knowledge of multiple work systems
- Address 3rd party electronic order requests
- Maintained productivity and quality standards at all times.
- Maintained comprehensive knowledge of company products and services, ensuring accurate information was relayed to customers at all times.
- Contributed to positive team morale by fostering an inclusive work environment that encouraged collaboration amongst colleagues from diverse backgrounds and skill sets.
- Participated in ongoing training programs to stay abreast of industry trends, emerging technologies, and best practices within the field of customer service.
- Enhanced customer satisfaction by swiftly addressing and resolving service-related issues.
- Mentored junior team members, providing guidance and support as needed while helping them develop their customer service skills.
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
Customer Care Representative
Thermo Fisher Scientific Inc.
06.2019 - Current
- Handle order placement requests and customer inquiries which include pricing, availability, order status, shipping details, processing credit card payments, etc.
- Utilize telephone, email and live chat communication skills to assist internal/external clients
- Managed high call volume with exceptional professionalism and efficiency.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Streamlined call response times for improved customer experience through effective communication techniques.
- Contributed to team success, consistently achieving call center performance metrics.
- Actively participated in weekly team meetings, discussing challenges faced as well as solutions implemented towards improving overall departmental performance.
- Developed effective time management strategies to efficiently handle multiple tasks simultaneously without compromising quality.
- Conducted follow-up calls to ensure complete resolution of customer concerns and verify satisfaction levels.
NYS DOCCS Trainee
New York State Department of Corrections and Community Supervision
11.2015 - 10.2016
- Trained in self-defense tactics
- Trained in exposure to chemical agents/weapons
- Trained in rules/policies pertaining to operation of NYS correction facilities
- Attended training courses to build understanding of processes, techniques, and industry.
- Supported departmental tasks to increase understanding of industry processes.
- Promoted positive collaboration among trainees, encouraging teamwork and problem-solving skills.
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Empire Verification Services
10.2013 - 11.2015
- View client’s credit reports
- Verify current employment status with Human Resource Dept. via phone/fax
- Document collected data
- Trained new employees
Security Officer
U.S. Security Associates
08.2012 - 10.2013
- Interviewed, conducted surveillance operations
- Monitored security cameras and fire, building, and alarm systems
- Inspected parking lot to verify vehicles were properly parked and displayed parking permits
- Checked passes, ID badges, credentials of persons seeking to enter the property
- Investigated calls/complaints involving fire, theft, accident, and hazard reports
- Issued security badges and visitor passes to guests and contractors
Cashier/Safety Lead
Sunoco A Plus
08.2011 - 06.2013
- Accepted payment from customers
- Checked customers’ identification to ensure that they met minimum age requirements for consumption of certain products
- Maintained up-to-date knowledge of store policies regarding payments, returns/exchanges, and safety
- Trained new employees
- Safety lead position, up-to-date on safety policies and requirements, performed weekly safety checklists
Security Officer
Securitas
05.2012 - 08.2012
- Interviewed, conducted surveillance operations
- Monitored security cameras and fire, building, and alarm systems
- Inspected parking lot to verify vehicles were properly parked and displayed parking permits
- Checked passes, ID badges, credentials of persons seeking to enter the property
- Investigated calls/complaints involving fire, theft, accident, and hazard reports
- Issued security badges and visitor passes to guests and contractors
Food Preparation/Cashier
Franco’s Pizza
10.2008 - 05.2012
- Prepared food from all units (sub, pizza, wings)
- Accepted payment from customers
- Cleaned and maintained kitchen, equipment, and lobby
- Checked the quantity and quality of received food products
Education
Criminal Justice
Niagara County Community College
Sanborn, NY01.2012
High School - undefined
Starpoint Central High School
Lockport, NY01.2010
Skills
- Strong verbal communication skills
- Strong interpersonal communication
- Works well independently or collaboratively in a team environment
- Efficient multi-tasking
- Self-motivated
- Customer service expertise
- Complaint resolution
- Quality assurance
- Payment processing
- Call control
- Database management
- Staff training
- Order fulfillment
- Live chat support
Timeline
Sr Customer Service Representative 3 Web Support
Thermo Fisher Scientific Inc.
09.2024 - Current
Sr Customer Service Representative 2 Ecommerce
Thermo Fisher Scientific Inc.
07.2020 - Current
Customer Care Representative
Thermo Fisher Scientific Inc.
06.2019 - Current
NYS DOCCS Trainee
New York State Department of Corrections and Community Supervision
11.2015 - 10.2016
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Empire Verification Services
10.2013 - 11.2015
Security Officer
U.S. Security Associates
08.2012 - 10.2013
Security Officer
Securitas
05.2012 - 08.2012
Cashier/Safety Lead
Sunoco A Plus
08.2011 - 06.2013
Food Preparation/Cashier
Franco’s Pizza
10.2008 - 05.2012
High School - undefined
Starpoint Central High School
Criminal Justice
Niagara County Community College
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