Sarah Rios
Philadelphia,PA
Summary
Customer-focused professional with a track record in enhancing satisfaction and streamlining operations. Bilingual in Spanish, leveraging critical thinking and active listening to improve client relations and operational efficiency. Committed to achieving goals through effective communication and innovative solutions while managing multiple projects with precision.
Overview
28
28
years of professional experience
Work History
Customer Service Representative
Philadelphia Municipal Court/Traffic Division
Philadelphia, PA
03.2023 - Current
- Handle customer inquiries and suggestions courteously and professionally.
- Manage high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listen to customers, handle concerns quickly, and escalate major issues to a supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty
- Updated account information to maintain customer records.
- Answered a constant flow of customer calls with minimal wait times.
- Scheduled Zoom hearings
- Act as a liaison between the traffic court and PennDOT,
- proficient on E-TIMS
- Use standard office equipment to record, store, retrieve, duplicate, or present information
- Assisted clients with traffic violations and court procedures.
- Managed incoming calls and inquiries from the public effectively.
- Processed legal documents and maintained accurate case files.
Customer Service Representative
City Of Philadelphia Department Of Revenue
11.2022 - 03.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered a constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Temporary position,
- greeted customers,
- printed out business and real estate taxes,
- set up payment plans on past due taxes,
- Conducted Zoom meetings
- printed out water bills,
- answered telephone calls.
Administrative Assistant
A Sheltering Embrace
01.2021 - 03.2023
- Answered multi-line phone system, routing calls, delivering messages to staff, and greeting visitors.
- Book appointments for customers or supervisors.
- Provide consumer services, including order placement and account information.
- Establish work procedures or schedules and keep track of the daily work of staff.
- Answer telephones and give information to callers, take messages, or transfer calls to appropriate individuals.
- Greet visitors or callers and handle their inquiries or direct them to the appropriate persons according to their needs.
- Operate equipment such as fax machines, copiers, and phone systems, and use computers for spreadsheets, word processing, database management, and other applications.
- Organize schedules and maintain event calendars.
- Supervise clerical workers and train new employees.
- Make copies of correspondence or printed content.
- Spoke to customers/clients in English and Spanish
Child Advocate Volunteer
Outreach For All Missing Children In Philadelphia
10.2021 - 06.2022
- Built strong relationships with various community partners, which helped deliver better access to resources.
- Organized educational workshops for parents aimed at promoting healthy parenting strategies and increasing awareness around available resources within the community.
- Facilitated communication between children, families, and service providers, ensuring all parties were heard and understood.
- Collaborated with law enforcement to help find missing children
- Participate in public forums and events to raise awareness on the missing children in Philadelphia
- Conducted training on missing and exploited children
- Advocated for families in underserved communities
- Conducted thorough assessments of each child's situation, identifying risks and areas of concern.
Recovery Specialist
NCB Management Services Inc.
11.2018 - 12.2020
- Improved client satisfaction through timely communication and resolution of account discrepancies.
- Evaluate label information for accuracy and conformance to regulatory requirements.
- Collect payments on past due bank accounts, credit cards, and personal loans
- Utilized computer systems to handle skip tracing, such as white pages, Lexis Nexus, Google, clear reports, and social media
- Informed customers/clients on up-to-date overdue balances
- Kept up-to-date documentation on every account
- Collected on past due accounts or placed the customer/client on a payment arrangement
- Adhered to FDCPA guidelines
- Met the goal or budget every month
- Spoke to customers/clients in English and Spanish
Quality Assurance Analyst
FBCS
06.2016 - 11.2018
- Mentored and coached team members on QA topics and strategies.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Reported progress, test metrics and results to project stakeholders.
- Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
- Monitored establishment auditing and decided the scope of the required investigation.
- Reviewed departmental compliance and operational processes,
- recommend enhancements to mitigate compliance risk and ensure the company is in compliance with state and federal regulations
- Tracked and addressed any discrepancies
- Tracked any complaint reports and discussed them with management on a weekly basis
- Resolved any complaint issues
- Re-trained associates to meet quality guidelines as needed to maintain the company's compliance
- Ensured compliance monitoring activities were within department standards
- Audited accounts in English and Spanish
Recovery Specialist
Ace Motor Acceptance
08.2013 - 05.2016
- Evaluate and document accounts with accurate information.
- Collected payments on past due auto loans
- Initiated repossession proceedings and negotiated redemption of vehicles
- Created past time codes, turned on and off vehicles through the Loan Plus systems, and past time systems
- Pre-qualified customers for deferment programs, short-term loan modifications, re-age programs, re-finance programs, etc.
- Worked on AMS, payment vision, RDN systems, Outlook, chat, dealer device imatrack, and with subprime and prime loans
- Spoke to customers in English and Spanish
Specialized Foster Parent
Department Of Human Services, City Of Philadelphia
02.2005 - 04.2013
- Facilitated the integration of new foster children into the household by providing a warm welcome and thorough orientation to house rules and expectations.
- Attended ongoing training sessions to stay current on best practices in foster care provision and trauma-informed parenting techniques.
- Assisted children in developing essential life skills such as cooking, cleaning, budgeting, and time management through daily tasks and routines.
- Fostered cultural competence within the family by celebrating diverse traditions, customs, and holidays relevant to each child's background.
- Collaborated with social workers to develop individualized care plans for each child in the foster home.
- Nurtured resilience in foster children by helping them understand their strengths and building self-esteem through encouragement and praise.
Customer Service Representative
Philadelphia Parking Violation Branch
Philadelphia, New York
06.1998 - 04.2001
- Achieved 100 percent compliance on audit calls, demonstrating exceptional quality in customer interactions.
- Delivered prompt resolutions to customer complaints, enhancing overall customer satisfaction.
- Supplied accurate, timely information on tickets, booted, and towed vehicles, ensuring clear communication with customers.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Conducted ticket investigations
- Updated databases with new and modified customer data.
- Assisted with applications for handicap placards
- Helped process applications for block closures on designated days.
- Scheduled hearings
Education
Certificate In Bilingual Customer Service - Customer Service
Congresso De Latino Unidos
Philadelphia PA 06-1998
GED -
Lighthouse
Philadelphia, PA06-1996
Skills
- Customer Service
- Client relations
- Effective Communication
- Spanish fluency
- Bilingual communication
- Problem-solving abilities
- Analytical skills
- Critical Thinking
- Analytical reasoning
- Active Listening
- Empathetic listening
- Content creator
Timeline
Customer Service Representative
Philadelphia Municipal Court/Traffic Division
03.2023 - Current
Customer Service Representative
City Of Philadelphia Department Of Revenue
11.2022 - 03.2023
Child Advocate Volunteer
Outreach For All Missing Children In Philadelphia
10.2021 - 06.2022
Administrative Assistant
A Sheltering Embrace
01.2021 - 03.2023
Recovery Specialist
NCB Management Services Inc.
11.2018 - 12.2020
Quality Assurance Analyst
FBCS
06.2016 - 11.2018
Recovery Specialist
Ace Motor Acceptance
08.2013 - 05.2016
Specialized Foster Parent
Department Of Human Services, City Of Philadelphia
02.2005 - 04.2013
Customer Service Representative
Philadelphia Parking Violation Branch
06.1998 - 04.2001
Certificate In Bilingual Customer Service - Customer Service
Congresso De Latino Unidos
GED -
Lighthouse