Sarah Stephens
Parkersburg,WV
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Enthusiastic client services professional with strong background directly interfacing with industry customers. Well-versed in products, services and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust.
Customer-focused professional with a background in customer service roles. Known for providing top-notch client support while maintaining high levels of customer satisfaction and loyalty. Strengths include exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously. Proven track record of consistently improving operational processes to enhance the overall customer experience.
Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued.
Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.
Overview
28
28
years of professional experience
Work History
Customer Service Representative
Highmark Blue Cross Blue Shield
Parkersburg, WV
07.2018 - Current
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Developed strong relationships with customers by providing personalized assistance and support.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Developed strong customer relationships to encourage repeat business.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Updated databases with new and modified customer data.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
Service Desk Associate
Kmart, Sears Holding
Vienna, West Virginia
05.2015 - 06.2018
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Developed strong customer relationships to encourage repeat business.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Supported sales team members to drive growth and development.
Customer Service Representative Manager
Skate Country
Parkersburg, West Virginia
03.1997 - 08.2003
- Analyzed customer feedback to identify areas for improvement in service quality.
- Developed and implemented customer service policies and procedures.
- Trained new Customer Service Representatives on company protocols, products, and services.
- Resolved escalated customer complaints promptly and professionally.
- Coached Customer Service Representatives on improving communication skills with customers.
- Provided guidance to team members regarding difficult or complex inquiries from customers.
- Maintained up-to-date knowledge of all products, services, pricing plans, promotions, and product updates.
- Assisted with developing strategies to increase customer retention and loyalty.
- Ensured that customers received prompt resolution of their queries or complaints.
- Collaborated with other departments within the organization to ensure optimal customer experience.
- Promoted clean, safe, friendly work environment for employees and guests.
- Trained staff to provide excellent customer service to challenging customers.
Education
High School Diploma -
Parkersburg South High School
Parkersburg, WV06-1999
Skills
- Complaint resolution
- Scheduling
- Account updating
- Schedule mastery
- Call center experience
- High-energy attitude
- Multi-line telephone operations
- Courteous demeanor
- Recordkeeping strengths
- Live chat support
- Customer consulting
- Multi-line phone talent
- Retail store support
- Member account management
- Typing proficiency
- Call triaging
- Office equipment proficiency
- Building rapport
- Microsoft Excel
- Documentation
- Grammar
- Professional telephone demeanor
- Call center procedures
- Positive and professional
- Microsoft PowerPoint
Timeline
Customer Service Representative
Highmark Blue Cross Blue Shield
07.2018 - Current
Service Desk Associate
Kmart, Sears Holding
05.2015 - 06.2018
Customer Service Representative Manager
Skate Country
03.1997 - 08.2003
High School Diploma -
Parkersburg South High School