Sandra Lallier
Newington,CT
Summary
I have always maintained a high work ethic. I believe that all people encountered should be treated "as you would want to be treated", thus, creating and maintaining repeat business. I am thorough, empathetic, and dependable. Life long lessons in the customer service field are something that I always strive to put forward for the return of any client I encounter, and ultimately for the betterment and growth of any company that I work for.
Overview
35
35
years of professional experience
Work History
Member Service Representative/Teller
Hartford Federal Credit Union
06.2009 - 11.2022
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Verified customer identification and documentation for compliant transactions.
- Maintained and managed customer files and databases.
- Opened customer accounts and provided deposit and withdrawal receipts.
- Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
- Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
- Educated and engaged customers with new bank products and services.
- Resolved customer issues through thorough dispute investigation.
- Cross-sold bank services and products to uplift customer investments.
- Maintained updated knowledge of internal processes and industry best practices to optimize service delivery.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Promptly responded to inquiries and requests from prospective customers.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained new personnel regarding company operations, policies and services.
- Promoted available products and services to customers during service, account management, and order calls.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Trained staff on operating procedures and company services.
- Increased efficiency and team productivity by promoting operational best practices.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
Guest Service Representative
Joann's Fabrics
04.2005 - 04.2009
- Resolved guest complaints and discrepancies in prompt and courteous manner.
- Welcomed guests on arrival, displaying professional and friendly approach.
- Responded to guest inquiries, complaints and special requests to increase customer satisfaction.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Maintained neat and orderly front desk and lobby area to uphold hotel standards.
- Assisted individuals in navigating processes and procedures to resolve issues, understand rights and express views.
- Delivered friendly service and offered expert support in every interaction.
- Worked effectively with fellow team members to coordinate effective solutions to any question or concern.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Managed daily operations of concierge desk and monitored staff performance to proactively address inefficiencies.
- Responded to guest inquiries to maximize guest satisfaction.
- Greeted guests upon arrival by providing warm welcome.
- Utilized variety of organizational and communication skills to drive guest satisfaction.
Cash Office Clerk
Lechmere
02.1992 - 03.1994
- Input financial data and produced reports using [Software].
- Inspected account books and recorded transactions.
- Recorded deposits, reconciled monthly bank accounts and tracked expenses.
- Handled day-to-day accounting processes to drive financial accuracy.
- Streamlined daily reporting information entry for efficient record keeping purposes.
- Presented audit findings to accounting manager after reviewing results and paperwork.
Chiropractic Assistant
Chiropractic Health Center
05.1988 - 10.1991
- Answered phones to respond to customer questions, provide information and schedule appointments.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Assisted chiropractor during patient exams to implement treatment plans quickly.
- Greeted incoming visitors warmly and directed patients to appropriate areas to keep office running smoothly.
- Performed electric muscle stimulation, massage, and mechanical traction.
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Learned and followed laws and HIPAA guidelines to keep office compliant with industry regulations.
- Gathered forms and copied insurance cards to collect patient information for billing and insurance filing.
- Contacted insurance carriers to determine patients' coverage and sent invoices for services rendered.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Explained procedures to patients to reduce anxieties and increase patient cooperation.
- Liaised with patients and addressed inquiries, appointment requests and billing questions.
- Collaborated with medical and administrative personnel to maintain patient-focused, engaging and compassionate environment.
- Supported duties for diagnostic and technical treatment procedures, such as setting up and operating special medical equipment and apparatus.
- Followed appropriate procedures to minimize patient's exposure to radiation.
Education
High School Diploma -
Lewis S Mills High School
Harwinton, CTSkills
- Product Sales
- Issue Resolution
- Service Upselling
- Sales Strategy
- Customer Service
- Customer Support
- Service Recommendations
- Quality Control
- Promotional Support
- Needs Assessment
- Regulatory Compliance
- Document and Records Management
- Customer Retention Strategies
- Merchandise Orders and Exchanges
- Calm Under Pressure
- Product and Service Knowledge
- Account Updates
- Problem Resolution
- Issue and Complaint Resolution
- Policies and Procedures Adherence
- Understanding Customer Needs
- Money Handling Abilities
- Product Knowledge
- Professional Telephone Demeanor
- Transaction Processing
- Microsoft Office
- Strong Analytical and Problem Solving Skills
- Retail Store Support
- Order and Refund Processing
- Store Maintenance
- Administrative and Office Support
- Calm and Professional Under Pressure
- Customer Data Confidentiality
- Office Equipment Proficiency
- Inbound Call Management
- Account Updating
- Recordkeeping Strengths
- Complaint Investigation
- Teamwork and Collaboration
- Work Prioritization
- Customer Relationship Management (CRM)
- Sales and Upselling
Timeline
Member Service Representative/Teller
Hartford Federal Credit Union
06.2009 - 11.2022
Guest Service Representative
Joann's Fabrics
04.2005 - 04.2009
Cash Office Clerk
Lechmere
02.1992 - 03.1994
Chiropractic Assistant
Chiropractic Health Center
05.1988 - 10.1991
High School Diploma -
Lewis S Mills High School
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