Sarah Fregene
Richmond,TX
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
14
14
years of professional experience
Work History
Member Advocate
CVS Health
07.2023 - Current
- Enhanced member satisfaction by promptly addressing concerns and providing timely resolutions.
- Streamlined communication channels for increased efficiency in handling member inquiries and requests.
- Developed strong relationships with members, fostering trust and loyalty to the organization.
- Collaborated with team members to identify areas for improvement and implement new strategies for better member support.
- Demonstrated empathy and understanding when dealing with difficult or sensitive situations involving members.
- Participated in regular team meetings, sharing insights gained from daily interactions with members to benefit overall operations.
- Improved response times by optimizing workflow processes within the Member Advocate role.
- Contributed to a positive work environment by cooperating with colleagues and maintaining open lines of communication across departments.
- Educated members on available resources and services, increasing their engagement with the organization.
- Consistently met or exceeded performance metrics related to response times, issue resolution rates, and overall customer satisfaction scores.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Providing excellent customer service by promptly answering patient inquiries.
- Conducted thorough research on member issues, ensuring accurate information was provided for optimal resolution.
Customer Service Representative
First Imperial Realty
01.2021 - 07.2023
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Provided primary customer support to internal and external customers.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Communicated with vendors regarding backorder availability, future inventory and special orders.
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Trained new personnel regarding company operations, policies and services.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Customer Service Representative
Encounter Home Care Inc
10.2017 - 12.2021
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Contacted clients to verify account information and maintain accuracy, resulting in 90% increase in client satisfaction.
- Assessed caller accounts to determine benefits, identify service needs and resolve issues.
- Effectively communicated with customers about account changes, new products or services and potential upgrades.
- Optimized customer support by establishing collaborative service environment.
- Resolved issues over phone with customers daily.
- Implemented and developed customer service training processes.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Provided primary customer support to internal and external customers
- Answered customer telephone calls promptly to avoid on-hold wait times
- Offered advice and assistance to customers, paying attention to special needs or wants
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions
- Responded proactively and positively to rapid change
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Promptly responded to inquiries and requests from prospective customers
- Trained staff on operating procedures and company services
CUSTOMER SERVICE MANAGER
AMGREF EMS
01.2013 - 09.2017
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Monitored customer service operations to assess agent performance and provide feedback.
- Created customer support strategy to increase customer retention.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Designed and implemented strategic business plans to achieve growth and sales goals while managing sales team and building long-lasting customer relationships.
- Increased customer retention by developing and offering unique discount options while driving interest in new product lines.
- Sustained continuous improvement by implementing customer interface management systems through telephone communication, email marketing, live chat services and social media.
- Conferred with sales teams and team leaders to communicate targets, boost revenue and improve promotional strategies.
- Researched and corrected regular, advanced and long-standing customer concerns to promote company loyalty.
- Verified customer's Insurance.
Administrator
CALVARY HEALTH CARE
01.2010 - 12.2012
- Screened and transferred incoming calls, took down messages and transmitted information and documents to internal personnel.
- Computerized office activities, maintained customer communications and tracked records through delivery.
- Entered and maintained departmental records in company database.
- Collected, validated and distributed information to employees.
- Aided colleagues, managers and customers through regular communication and assistance.
- Managed agendas and calendars, boosting productivity and improving organizational initiatives.
- Confirmed accurate completion of forms and reports for admission, transfer or discharge of each program participant.
- Oversaw successful planning and execution of staff meetings, parties and events.
- Conducted in-depth troubleshooting of program problems and employee concerns and recommended corrective actions to resolve issues.
- Adapted to workflow changes and implemented continuous process improvements to overcome obstacles.
Education
Bachelor of Arts - English
University of Lagos
Nigeria01.2008
Skills
- Building Customer Trust and Loyalty
- Needs Assessment
- Issue and Complaint Resolution
- Responding to Difficult Customers
- Calm and Professional Under Pressure
- Customer Data Confidentiality
- Efficient and Detail-Oriented
- Courteous with Strong Service Mindset
Timeline
Member Advocate
CVS Health
07.2023 - Current
Customer Service Representative
First Imperial Realty
01.2021 - 07.2023
Customer Service Representative
Encounter Home Care Inc
10.2017 - 12.2021
CUSTOMER SERVICE MANAGER
AMGREF EMS
01.2013 - 09.2017
Administrator
CALVARY HEALTH CARE
01.2010 - 12.2012
Bachelor of Arts - English
University of Lagos