Sheyenne Sommer
Orangevale
Summary
Years of exceptional customer service utilizing problem-solving techniques to increase company quality and revenue. Dedicated to effectively and accurately resolving customer concerns with high levels of confidentiality and attention to detail. Experienced in guiding new employees on processes and policies to support team and business objectives.
Overview
8
8
years of professional experience
Work History
Program Technician
Employment Development Department
Rancho Cordova
01.2025 - Current
- Handle a high volume of inbound calls while assisting employers and business owners with payroll tax accounts, ensuring accuracy and compliance with EDD standards, policies, and procedures
- Resolve complex and sensitive issues related to employer tax accounts, maintaining confidentiality and professionalism at all times
- Assist employers with unlocking and accessing e-service for business accounts, troubleshooting login and account security issues
- Recently selected as a mentor, providing training, guidance, and ongoing support to new employees
DE-ESCALATION SPECIALIST
Sierra Pacific Home & Comfort
Rancho Cordova
06.2023 - Current
- Leader of my department in charge of de-escalating any customer's concerns with a calm and friendly demeanor
- Log data regarding escalations along with submitting daily stats and charts of progress
- In charge of enforcing company standards while delivering exceptional customer service
- Working with management to improve the company's profit and standards.
- Dispatch calls and problem-solve during emergency situations
SERVER MANAGER
Red Robin
Citrus Heights
07.2018 - 06.2023
- Trained and mentored front of staff on restaurant policies and procedures
- Created weekly schedules for staff
- Conducted Monthly meetings with employees, focusing on improvements and teamwork
- Maintained high levels of food and beverage sanitation.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
Education
High School -
Lone Peak High School
Highland, UTSkills
- Conflict Resolution
- Excellent Communication
- Thrive in high-pressure situations
- Top degree of confidentiality
- Taking a high volume of calls
- Knowledge of many different computer programs
- Experienced manager and leader
- Organizational Skills
- Positive workplace culture development
Timeline
Program Technician
Employment Development Department
01.2025 - Current
DE-ESCALATION SPECIALIST
Sierra Pacific Home & Comfort
06.2023 - Current
SERVER MANAGER
Red Robin
07.2018 - 06.2023
High School -
Lone Peak High School