SARAH UWAGBAI
Dallas
Summary
Why Sarah Uwagbai?
Because I turn complex customer service challenges into measurable results. At Walgreens, I noticed repeat calls were straining the call center and hurting service levels. By improving CRM documentation and resolving issues during the first interaction, I boosted first-call resolution by 30% and helped the team consistently meet SLA targets through peak seasons. At CBRE, I streamlined a stalled escalation process by redesigning workflows and introducing clear reporting, cutting downtime by 25% and giving managers faster visibility into issues. Alongside these accomplishments, I am strengthening my technical foundation with Microsoft Azure Fundamentals and Cisco CCST Networking, combining customer service expertise with emerging technical skills to deliver stronger business outcomes.
Overview
4
4
years of professional experience
Work History
Customer Service Coordinator
CBRE
07.2024 - Current
- Responsibilities: Serve as the main point of contact for tenant and contractor service needs. Coordinate requests across departments and ensure smooth operations with minimal downtime. Provide administrative and customer support to streamline daily facility workflows.
- Impact: Service requests were frequently delayed as they moved between multiple departments, leading to inefficiencies and extended resolution times. To address this, I streamlined the escalation process and partnered directly with operations leaders, which reduced turnaround time by approximately 25%. I also implemented standardized reporting templates that provided managers with clear visibility into ticket status, enabling faster decision-making and preventing issues from escalating to the point of tenant disruption.
- Recognition: Credited by leadership for reliability and speed in resolving urgent tenant escalations.
- Keywords: Facilities Support, Service Requests, Issue Resolution, Work Order Tracking, Tenant Services, Microsoft 365, Escalation Handling, JCPenney Operations
Call Center Specialist
Walgreens
01.2023 - 06.2024
- Responsibilities: Managed a large flow of inbound calls from Walgreens staff, contractors, and Walgreens associates. Operated Access Control Center systems, created and escalated tickets, and maintained communication through phone, email, and chat channels.
- Impact: Customers often contacted Walgreens with time-sensitive concerns, including prescription issues, product inquiries, and online order complications. Rather than simply processing calls, I focused on resolving problems during the initial interaction by carefully listening, documenting details in the CRM, and providing clear, step-by-step solutions. This proactive approach improved first-call resolution by approximately 30% and reduced repeat inquiries. During peak seasons such as holidays, I assisted with high-volume call queues, ensuring that service-level agreements were consistently met and that customers continued to receive timely, high-quality support.
- Recognition: Regularly described by managers as a dependable problem solver who eased pressure during peak call times.
- Keywords: Call Center Support, CRM Systems, Ticket Management, Access Control, Customer Communication, Microsoft 365, Escalation Resolution
Store Sales Associate
CVS
01.2022 - 11.2022
- Responsibilities: Provided customer support for account inquiries and purchases while processing transactions accurately. Promoted CVS programs and worked closely with teammates to resolve issues efficiently.
- Impact: During peak store hours, customers frequently grew frustrated with long checkout lines and loyalty program sign-up errors, which risked lost sales. I stepped in to manage high-volume transactions, processed payments quickly, and walked customers through program enrollment step by step. As a result, the store consistently met its daily revenue goals during the holiday season, and loyalty program participation increased by an estimated 15%.
- Recognition: Recognized by store leadership for adaptability and strong performance during peak holiday seasons.
- Keywords: Customer Support, Point-of-Sale Systems, Account Management, Transaction Processing, Loyalty Program Promotion, Problem Solving, Team Collaboration
Education
Certification Information Technology -
ComputerMinds
Euless, TX10-2025
Associate of Arts - Graphic Design
El Centro Dallas College
Dallas, TX08-2025
Skills
- Client Account Management & Customer-Centric Service
- Issue Resolution, Complaint Handling & Escalation Management
- Quality Control, Incident Reporting & Workflow Optimization
- Recordkeeping, Documentation Accuracy & Data Management
- Call Center Operations & SLA Performance
- Service Ticketing Systems (CRM platforms, ServiceNow, Zendesk)
Timeline
Customer Service Coordinator
CBRE
07.2024 - Current
Call Center Specialist
Walgreens
01.2023 - 06.2024
Store Sales Associate
CVS
01.2022 - 11.2022
Certification Information Technology -
ComputerMinds
Associate of Arts - Graphic Design
El Centro Dallas College
Similar Profiles
Ryan CrowsonRyan Crowson
HVAC Mobile Engineer at CBREHVAC Mobile Engineer at CBRE
ZOHAR KFIRZOHAR KFIR
Area Facilities Manager at CBREArea Facilities Manager at CBRE
Daniel FlorimonDaniel Florimon
Workplace Experience Receptionist at CBREWorkplace Experience Receptionist at CBRE
JULIA BOLOTBAEVAJULIA BOLOTBAEVA
Guest Relations Manager at CBREGuest Relations Manager at CBRE
Aisha Madeen KaliaAisha Madeen Kalia
Associate Technical Recruiter at Motive (Formerly KeepTruckin)Associate Technical Recruiter at Motive (Formerly KeepTruckin)