Sarah Yow
Wilmington,NC
Summary
Results-driven customer service representative with expertise in conflict resolution and client relations. Proven ability to manage high-stress situations while enhancing customer satisfaction through effective problem resolution.
Adaptable customer service expert known for strong relationship building and complaint resolution skills. Successfully streamlined communication processes and trained new representatives, ensuring exceptional service delivery and operational efficiency.
Dedicated professional with over 10 years of experience in customer service and sales. Skilled in active listening and critical thinking, successfully managing escalated calls and resolving conflicts to drive customer loyalty and satisfaction.
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Southeastern Freight Lines
Wilmington, NC
06.2014 - Current
- Delivered exceptional customer support by resolving inquiries and complaints efficiently.
- Managed over 50 calls a day.
- Streamlined communication processes between dispatch and customers to enhance service delivery.
- Managed order tracking and provided timely updates to clients regarding shipment status.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Coordinated with other service centers to expedite shipping for urgent customer orders.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Tracked orders and notified customers of status or potential delays.
- Monitored and tracked dispatch communication systems.
- Boosted customer satisfaction by addressing and resolving OS&D inquiries professionally and promptly.
- Facilitated smooth shipping processes by preparing accurate documentation for all shipments involving OS&D items.
- Partnered with representatives from different carriers to arrange materials shipments.
- Assisted in training new team members on company policies and service protocols.
Sales Associate
Dollar General Store
Charlotte, NC
02.2013 - 06.2014
- Assisted customers with product selection and inquiries, enhancing shopping experience.
- Maintained store cleanliness and organization, ensuring compliance with safety standards.
- Processed transactions accurately using point-of-sale systems, minimizing errors.
- Collaborated with team members to restock shelves efficiently and maintain inventory levels.
- Trained new associates on store policies, procedures, and customer service best practices.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Helped customers locate products and checked store system for merchandise at other sites.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Assisted in training new staff members on company policies, product information, and sales techniques for a seamless onboarding experience.
- Managed daily store operations, ensuring compliance with company policies and procedures.
- Delivered exceptional customer service, resolving issues to enhance overall shopping experience.
- Managed daily cash handling procedures, ensuring accuracy in transactions and preventing losses due to discrepancies.
- Swept and mopped floor, wiped windows and fixtures after closing to maintain organized and tidy store.
Education
Interior Design
Western Carolina University
Cullowhee, NCHigh School Diploma -
High Point Central HS
High Point, NCSkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Appointment scheduling
- Customer relations
- Problem resolution
- Relationship building
- Computer proficiency
- Conflict resolution
- Complaint resolution
- Microsoft Excel
- Client relations
Timeline
Customer Service Representative
Southeastern Freight Lines
06.2014 - Current
Sales Associate
Dollar General Store
02.2013 - 06.2014
Interior Design
Western Carolina University
High School Diploma -
High Point Central HS