Sarah Taylor
Elgin,TX
Summary
Dedicated professional with 11 years of experience in customer support and administrative roles, seeking a Customer Support Associate position. Skilled in client communication, data entry, and quality assurance, with a proven track record of managing teams and improving processes. Expertise in handling confidential information, providing timely support, and ensuring customer satisfaction.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Intake Eligibility Specialist/Quality Assurance
Baker Ripley - Texas Workforce Solutions
03.2023 - Current
- Assess client eligibility for childcare services by evaluating income against a sliding scale and verifying work or self-employment status to ensure compliance with program requirements
- Facilitate new client enrollment in childcare programs, advising on initial job search activities for those not meeting participation criteria, and communicate with clients to obtain necessary documentation within specified deadlines
- Conduct quality assurance reviews of peer case files to ensure accurate processing in alignment with Workforce Solutions Board guidelines, and update clients on any changes to their cost-sharing responsibilities.
Lead Program Assistant
Baker Ripley - Texas Workforce Solutions
12.2020 - 03.2023
- Coordinated team operations, ensuring timely updates and task assignments were communicated effectively via email
- Facilitated transfer processes and assessed childcare applications, implementing decisions on eligibility and waitlist management
- Maintained accurate client records using TWIST and DMS software, alongside managing document filing and processing
- Supported team development by conducting training for new hires and orchestrating regular meetings to discuss policy updates and outreach initiatives.
Program Assistant
Baker Ripley - Texas Workforce Solutions
05.2020 - 12.2020
- Processed new waitlist applications, ensuring accurate and timely assistance for individuals seeking service enrollment
- Managed incoming customer inquiries, addressing questions regarding waitlist status and providing support for existing service issues
- Coordinated critical administrative tasks, including initiating transfers and adjustments to care, and preparing redetermination documents, while upholding strict confidentiality standards for personal identifiable information (PII).
Customer Service Rep/ Correspondence
Conduent
05.2015 - 11.2019
- Managed customer accounts, including creation and modification of TxTag accounts, ensuring accurate vehicle registration and streamlined billing processes
- Conducted thorough reviews of license plate imaging to validate billing accuracy, addressing discrepancies to maintain financial integrity
- Responded to customer billing inquiries and email correspondences, upholding strict confidentiality standards and providing timely issue resolution.
Partner Services Representative
Net Spend
10.2014 - 05.2015
- Managed the creation and verification of partner employee accounts, ensuring secure access for authorized users and facilitating the distribution of cards and marketing materials
- Provided technical support and collaborated with Tier 2 Team Leads to resolve account issues, while proactively engaging in additional projects to optimize downtime.
CSR/Chat Specialist / Admin
Calendar Club
08.2013 - 09.2014
- Managed customer interactions by handling over 100 daily calls, addressing inquiries, troubleshooting website problems, and efficiently processing account verifications, refunds, and special orders
- Administered fraud prevention measures, facilitated returns, and maintained accurate records by generating reports and updating Excel spreadsheets to ensure timely resolution of customer issues and financial discrepancies.
Admin Office Management/Proctor
Pearson Vue Professional Center
05.2012 - 07.2013
- Managed daily administrative operations, including handling customer inquiries, coordinating schedule arrangements, and maintaining accurate records through filing and database management
- Ensured a secure and welcoming testing environment through diligent oversight of fingerprinting processes and facility upkeep.
Education
GED - General Education
04.2013
Skills
- Proficiency in Microsoft Teams, Outlook & Excel
- Excellent in Both Written and Verbal Communication Skills
- Dual Monitor and Multiple Systems
- Advanced multi-tasking
- Results-Oriented Problem Solving
- Works Well in a Team Setting
- Ability to show Empathy in high stress situations
- Can Manage Time Effectively With Little to No Supervision
- Effective communication skills
- Microsoft Office
- Telephone Etiquette
- Documentation And Reporting
- Public Assistance
- Program knowledge
- Problem-Solving
- Attention to Detail
- Proficiency in Software
- GPS Navigations, Use of County appraisal District for address verification
Certification
Certified Notary Public
Timeline
Intake Eligibility Specialist/Quality Assurance
Baker Ripley - Texas Workforce Solutions
03.2023 - Current
Lead Program Assistant
Baker Ripley - Texas Workforce Solutions
12.2020 - 03.2023
Program Assistant
Baker Ripley - Texas Workforce Solutions
05.2020 - 12.2020
Customer Service Rep/ Correspondence
Conduent
05.2015 - 11.2019
Partner Services Representative
Net Spend
10.2014 - 05.2015
CSR/Chat Specialist / Admin
Calendar Club
08.2013 - 09.2014
Admin Office Management/Proctor
Pearson Vue Professional Center
05.2012 - 07.2013
GED - General Education
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