Sarah Weaver
Nemak
Sylacauga,AL
13
years of professional experience
Dedicated customer service professional with 7+ years of experience in high-volume environments. Specializes in resolving complex issues and guiding members through processes with clarity and empathy. Delivers accurate support across phone, chat, and email while maintaining member privacy and contributing to mission-driven teams.
Work History
Call Center Representative
3 Years 6 Months- Manage 75+ calls daily while maintaining accuracy, composure, and exceptional service quality.
- Managed 75+ calls daily, ensuring accuracy and exceptional service quality under pressure.
- Resolved complex issues and disputes, providing clear explanations of processes and policies to enhance customer understanding.
- Documented interactions with high attention to detail, facilitating accurate cross-departmental follow-up.
- Demonstrate adaptability by staying current with evolving procedures and system updates.
Customer Retention Specialist
9 Months- Deescalated frustrated customers experiencing friction with their benefits or account status.
- Interpreted delinquent account details and billing discrepancies to effectively resolve member concerns.
- Deescalated frustrated customers to restore satisfaction with their benefits and account status.
- Collaborated with internal teams to resolve cross-departmental issues and escalate member feedback for continuous improvement.
- Maintained strict confidentiality while handling sensitive financial and personal data.
Customer Sales & Service Expert
4 Years 9 Months- Guided customers through product, account, and service information, enhancing satisfaction and self-service success.
- Guided customers through detailed product, account, and service information, improving satisfaction and self-service success.
- Managed complex inquiries with careful interpretation of order details, billing, and service eligibility to resolve issues effectively.
- Built long-term customer relationships through trust, empathy, and consistent follow-through.
Assistant Store Manager
1 Year 3 Months- Led team of 40 associates, enhancing team skills through coaching and resolving conflicts effectively.
- Managed sensitive employee and financial information with strict confidentiality and high accuracy.
- Ensured compliance with company policies and labor regulations, maintaining operational standards consistently.
Office Manager
2 Years 11 Months- Interpreted project specifications to prepare precise bid proposals, enhancing clarity for stakeholders.
- Coordinated cross-departmental communication to ensure accurate project execution.
- Coordinated cross-departmental communication to facilitate seamless project execution.
Education
Bachelor of Science - Business Finance
Skills
High-volume call handling
Inbound & outbound service
Customer retention strategies
Conflict Resolution & De-escalation
Customer Inquiry Resolution
Account Resolution
Upselling & Cross-Selling
Data accuracy
Detailed Record Keeping
Data Entry Accuracy
CRM & Billing Systems
Billing PlatformsFinancial Software Management
Microsoft Office
Google Workspace
Customer support software
Microsoft Office
Google Workspace
Dynamics 365
Microsoft Office
Google Workspace
Microsoft Dynamics 365
Remote Support Tools
Operating Systems Knowledge
Time management skills
Communication skills
Timeline
Call Center Representative
Nemak
02.2023 - CurrentRead More
Customer Retention Specialist
Continuum Global
05.2022 - 02.2023Read More
Customer Sales & Service Expert
Wellborn Cabinets
08.2017 - 05.2022Read More
Assistant Store Manager
Dirt Cheap LLC
05.2016 - 08.2017Read More
Office Manager
Veterans Steel
06.2013 - 05.2016Read More
Christian Brothers University
Bachelor of Science from Business Finance
Read More