Hi, I’m
Graham Sarah
Customer Service Expert
Proctorville,OH
Summary
Dynamic customer service expert with a proven track record in building strong partnerships, retaining key accounts, and enhancing profit channels. Strong leader excelling in growing professional networks, influencing decision-makers, and devising successful strategies. Collaborative and strategic with a robust background in customer relationship management.
Overview
16
years of professional experience
Work History
Discover Financial
Senior Bank Account Manager
10.2023 - 04.2024
Job overview
- Delivered outstanding customer service to Discover Bank customers, addressing inquiries and concerns related to various types of accounts such as checking, savings, money market, and CDs.
- Consistently met and exceeded monthly metrics and goals.
- Possess extensive knowledge in best practices, disclosures, concepts, and procedures.
- Advanced to the role of Web Support where I effectively resolved intricate problems like debit card declines, internal/external transfer complications, account lock outs and sign in issues.
- Headed key team meetings on a monthly basis, fostering collaboration, celebrating achievements, and strategizing improvement opportunities.
Walgreens
Customer Service Specialist
05.2021 - 08.2023
Job overview
- Ensured accurate and efficient new patient registration by entering data according to Walgreens prescription data entry procedures. Managed patient prescription requests in compliance with HIPAA guidelines, while also entering refill orders for processing. Investigated and resolved missing prescription information and interpreted medical abbreviations (SIG codes).
- Managed all forms of communication with patients and medical professionals.
- Ensured resolution of Third Party Rejects by engaging in thorough review processes, timely correction implementation, resubmission in accordance with unique plan requirements, and active communication with insurance providers and relevant stakeholders.
- Effectively supports facility and remote Pharmacists by identifying and conveying relevant issues to higher-level team members.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
Hyatt
Customer Service Specialist
11.2018 - 06.2020
Job overview
- Helped guests with reservations for personal, business, and special events at all properties under the Hyatt umbrella.
- Enabled loyalty rewards members to enjoy special privileges such as upgrades, complimentary stays, and added perks in my role as a Loyalty Member Specialist.
- Effectively managed a large volume of calls, ensuring polite and professional interactions.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to guests.
AcceptanceNow
Assistant Manager
01.2018 - 09.2018
Job overview
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
Amazon.com
Customer Service Representative, Level II
09.2011 - 03.2012
Job overview
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher satisfaction and positive feedback from clients.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
AON
Benefits Specialist
08.2008 - 06.2010
Job overview
- Helping employees from various employers, including Michelin, Lockheed Martin, MGM Casinos, and others, understand and enroll in available benefits.
- Provided guidance to employees regarding plan eligibility and choices during open enrollment, along with life status changes.
- Cultivated strong rapport with employees working in several fortune 500 companies, imparting comprehensive knowledge about their employer's benefits offerings including medical and financial provisions.
- Educated employees on current benefit offerings and policies, enabling them to better assist their teams with questions or concerns.
- Demonstrated consistent success in meeting or surpassing monthly goals and metrics.
- Promoted to Manager of temporary employees during Open Enrollment season; managed enrollment issues, troubleshooted complex issues, coached team with best practices and conducted team meetings.
- Streamlined benefits administration processes for improved efficiency and reduced errors.
- Performed benefits audits to identify discrepancies and opportunities for improvement in plan design or administration.
Education
The Ohio State UniversityColumbus, OH
No Degree from Business Management
Symmes Valley High SchoolWillow Wood, OH
High School Diploma
Skills
- Active Listening Skills
- Attention to detail
- Positive Attitude
- Teamwork and Collaboration
- Time Management
- Building Customer Loyalty
- Creative ideas
- Interpersonal Skills
Locations
- Ann Arbor, MI
- Huntington, WV
- Columbus, OH
- Winston-Salem, NC
Personal Information
Title: Customer Service Specialist
Timeline
Senior Bank Account Manager
Discover Financial
10.2023 - 04.2024
Customer Service Specialist
Walgreens
05.2021 - 08.2023
Customer Service Specialist
Hyatt
11.2018 - 06.2020
Assistant Manager
AcceptanceNow
01.2018 - 09.2018
Customer Service Representative, Level II
Amazon.com
09.2011 - 03.2012
Benefits Specialist
AON
08.2008 - 06.2010
The Ohio State University
No Degree from Business Management
Symmes Valley High School
High School Diploma
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