Hi, I’m
Savannah Subra
Customer Service
Sarasota,FL
"Look, you're going to fail a lot before things work out. Even though you fail over and over again, you have to try every time. You can't quit because you're afraid you'll fail."
Zuko
Summary
Experienced Customer Service Associate, with 5+ years of applying exceptional customer service, conflict mediation and communication skills to address diverse needs. Multiple areas of experience, including Management, Chat, Email, Social Media, Escalations, and Retention. Smoothly able to mitigate customer conflicts through calm, level-headed strategies. Responsive and resilient team player with adaptable and resourceful mindset.
Overview
5
years of professional experience
1
year of post-secondary education
Work History
VIPdesk ConnectRemote, FL
Luxury Customer Care Associate - Chanel
03.2022 - Current
Job overview
- Handled 130+ calls per day to address customer inquiries and concerns.
- Listened to customer needs and desires to identify and recommend optimal products.
- Exceeded expectations on call quality scorecard keeping average handle time 8 minutes or less.
- Developed strong rapport with customers and created positive impression of business.
- Built customer loyalty and retention by delivering excellent shopping experiences.
Nutrition Wellness CenterSarasota, FL
Front Desk
03.2021 - 01.2022
Job overview
- Managed client needs within office, with max capacity being up to 40 clients at one time.
- Structured client schedules and ensured that company had ample time and space for all members.
- Created numerous Excel documents in order to organize and streamline productivity in not only one department but others as well.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Collected owed fees and payments.
Alorica – Ally BankSarasota, FL
Escalations Specialist
05.2020 - 03.2021
Job overview
- Promoted to Escalations Team and assisted with de-escalating clients and providing solutions to issues while still following company policies.
- Assisted other employees with their questions in Microsoft Teams and provided quick and efficient solutions to peer problems.
- Received at least 5 positive client surveys per month.
- Addressed customer issues calmly and patiently, explained products and services offered as well as process financial transactions on customers behalf quickly and efficiently.
Carnival Cruise LineMiramar, FL
Personal Vacation Planner
11.2019 - 03.2020
Job overview
- Identified potential clients and followed up on over 300+ leads from client contacts and office sources daily.
- Worked with leads and prospects to build relationships and sell cruises.
- Effectively presented sales by actively listening, overcoming objections, and building consensus with prospective clients.
- Met and consistently exceeded daily productivity expectations (outbound dials, emails, total contacts, talk time).
Choice Home WarrantySunrise, FL
Retention Team Manager
02.2019 - 11.2019
Job overview
- Promoted to Retention Team after working as Customer Service Agent for 3 months.
- Thrived in fast-paced environment and helped to deescalate customers and provide resolutions to problems, as well as utilized tactics to prevent cancellations of accounts.
- Reassured customers who had doubts about product, and effectively explained procedures and provided alternate solutions to complicated problems.
- Promoted to Manager of Retention Team, managed team of 15 agents and oversaw KPI stats, and also handled call quality assurance for team.
- Provided agents with details in areas to improve as well as recognized them for areas of excellence.
Chewy.comHollywood, FL
Chat Team Representative
09.2017 - 02.2019
Job overview
- Promoted to Email Team after being Customer Service Phone Agent with Chewy for 4 months.
- Identified and implemented correct solutions to client issues first-time around within established time limits via email.
- Promoted to Chat team after being on Email Team for 3 months.
- On chat team, assisted customers through LiveChat by providing quick and efficient answers to any and all questions about products, services, and policies.
- Exceeded expectations by handling up to 5 chats at once.
- Provided refunds and placed orders on customer’s behalf while maintaining professional yet engaging conversation.
- Cross Trained in Social Media as well as Fraud Teams and assisted both regularly.
Education
State College of FloridaSarasota
Associate in Science from Business Administration And Management
08.2021 - Current
Skills
- Zendesk
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Luxury Customer Care Associate - Chanel
VIPdesk Connect
03.2022 - Current
State College of Florida
Associate in Science from Business Administration And Management
08.2021 - Current
Front Desk
Nutrition Wellness Center
03.2021 - 01.2022
Escalations Specialist
Alorica – Ally Bank
05.2020 - 03.2021
Personal Vacation Planner
Carnival Cruise Line
11.2019 - 03.2020
Retention Team Manager
Choice Home Warranty
02.2019 - 11.2019
Chat Team Representative
Chewy.com
09.2017 - 02.2019
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