Sondra Cobb
San Antonio,TX
Summary
Highly organized experienced employee with exemplary multitasking, time management, and customer service skills. Responsible professional willing to go extra mile to assist others with solving problems. Adaptable, energetic and customer-oriented individual with exceptional listening skills. Devoted to delivering quality service and exceeding expectations. Professional Call Center Customer Service Representative committed to providing courteous, prompt, detailed, and accurate support. Experience managing outbound and inbound calls and handling emergency issues with patience and tact.
Overview
6
6
years of professional experience
Work History
Inbound Customer Service Representative
Conduent Solutions
11.2021 - 08.2023
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Resolved complaints to satisfy customers and encourage future transactions.
- Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
- Performed troubleshooting and repaired devices such as iPhones, MacBooks, and peripheral devices.
- Corrected connectivity faults to restore user access to local networks, cloud-based storage and public web.
- Helped streamline repair processes and update procedures for support action consistency.
- Answered over 35 calls per shift to meet fast-paced call center demands.
Inbound Customer Service Representative
One Support
01.2021 - 10.2021
- Assisted clients with completion of applications and paperwork for the Texas Workforce Commission to claim unemployment and other benefits during the Covid pandemic.
- Scheduled appointments with applicants to gather information and explain benefits processes.
- Reviewed applications for different aid programs and determined which qualification criteria for individuals.
- Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
- Resolved problems, improved operations and provided exceptional service.
- Excellent communication skills, both verbal and written.
- Answered over 50 calls per shift to meet fast-paced call center demands.
Sales Associate
Best Buy
04.2017 - 08.2019
- Provided positive first impressions to welcome existing, new, and potential customers.
- Solved customer challenges by offering relevant products and services.
- Answered customer questions about sizing, accessories, and merchandise care.
- Engaged with customers to effectively build rapport and lasting relationships.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Built relationships with customers to encourage repeat business.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
Education
Graduate -
Cooper High School
Abilene, TX06-2012
Skills
- Appointment Manager
- Microsoft Office
- Service promotion
- Documentation and reporting
- Technical troubleshooting
- Microsoft PowerPoint
- Computer skills
- Inbound sales
- High-volume call centers
- Account updating
- Telemarketing expertise
- Typing 73 wpm with 99% accuracy
Timeline
Inbound Customer Service Representative
Conduent Solutions
11.2021 - 08.2023
Inbound Customer Service Representative
One Support
01.2021 - 10.2021
Sales Associate
Best Buy
04.2017 - 08.2019
Graduate -
Cooper High School
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