Sarah Thompson
Smiths Station
Summary
Dedicated Customer Service Representative with a proven ability to resolve complaints and enhance customer satisfaction through effective communication and problem-solving skills.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
FIS
Columbus
02.2023 - Current
- Assisted customers with inquiries, resolving issues promptly to enhance service experience.
- Documented customer interactions in detail, creating a reference for improved future support.
- Answered customer inquiries, providing accurate information about products and services to facilitate informed decisions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Assistant Manager
Expert Cleaning Concepts
Columbus
01.2022 - 02.2023
- Managed daily cleaning operations and team schedules to ensure smooth workflow.
- Trained new staff on company cleaning procedures and safety protocols.
- Coordinated inventory for cleaning supplies and equipment to maintain adequate stock levels.
- Communicated with clients to address concerns and service requests.
- Monitored employee attendance and timekeeping to support accurate payroll processing.
Lead Authorization Rep
American Home Shield
Lagrange
09.2016 - 09.2021
- Clarified authorization needs and coverage details through proactive customer communication.
- Resolved customer inquiries and warranty service issues promptly to enhance customer satisfaction.
- Maintained comprehensive records of claims, communications, and authorizations to support audit processes.
- Trained new team members on authorization procedures and best practices.
- Facilitated training sessions for new hires on relevant policies and procedures.
- Collaborated with technicians to ensure proper service execution and fulfillment.
Sales Chat Agent
Afni
Opelika
10.2014 - 07.2016
- Guided customers in navigating products and services during online interactions to enhance user experience.
- Maintained up-to-date knowledge of product offerings and company policies.
- Explained new products and services to customers.
- Welcomed customers to chat room and offered tailored assistance to address inquiries.
- Facilitated online purchases, order tracking, and payment options for customers to ensure seamless transactions.
Hostess
Buckhead
Columbus
08.2013 - 09.2014
- Managed reservation systems and organized seating charts to enhance guest flow.
- Greeted guests warmly and guided them to their tables.
- Communicated wait times clearly to guests while maintaining a positive atmosphere.
- Maintained cleanliness and organization of the host station at all times.
- Coordinated food and beverage orders with servers during busy shifts to streamline service.
- Handled phone inquiries to schedule and confirm reservations and record takeout orders, ensuring clear communication with guests.
Assistant Manager
Butterfingers
Columbus
03.2010 - 07.2013
- Supervised and trained staff in customer service, food handling, and safety protocols, enhancing service quality and compliance.
- Established positive relationships with guests and employees through effective communication and strong interpersonal skills.
- Implemented inventory controls and streamlined supply order management to ensure optimal stock levels.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Inspected dining room area regularly for cleanliness and adherence to safety standards.
Education
High School Diploma -
Smiths Station High School
Smiths Station, AL05-2011
Skills
- Customer relationship management
- Complaint resolution
- Call center procedures
- Customer interaction logging
- Data entry accuracy
- Time management
- Effective communication
- Building rapport
- Conflict resolution
- De-escalation techniques
- Team building
- Shift management
- Onboarding new hires
- Calm demeanor
- Problem solving
Accomplishments
- Top Performer Award, Q2 2022 -- Best QA scores
- Most New Lines Award, Q3 2015 -- Most new accounts/devices sold
Timeline
Customer Service Representative
FIS
02.2023 - Current
Assistant Manager
Expert Cleaning Concepts
01.2022 - 02.2023
Lead Authorization Rep
American Home Shield
09.2016 - 09.2021
Sales Chat Agent
Afni
10.2014 - 07.2016
Hostess
Buckhead
08.2013 - 09.2014
Assistant Manager
Butterfingers
03.2010 - 07.2013
High School Diploma -
Smiths Station High School