Titan
Traci Sands
Customer Service Professional
Cape Coral,FL
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
11
11
years of professional experience
3
3
years of post-secondary education
Work History
Customer Service Specialist
Bruno Air Conditioning
- Used consultative techniques to understand customer needs and make strategic referrals to business partners.
- Maintained and managed customer files and databases.
- Assisted customers with opening accounts and signing up for new services.
- Maintained updated and detailed records of calls in physical and electronic database.
- Directed dispatching, routing and tracking of fleet vehicles.
- Sent out drivers to assist hourly callers based on locations, needs and worker availability.
Customer Service Scheduling Coordinator
St. Raphael’s Roofing
Cape Coral, FL
03.2019 - Current
- Responded to customer needs through competent customer service and prompt problem-solving.
- Responded to customer calls and emails to answer questions about products and services.
- Coordinated logistics for customer orders.
- Maintained and managed customer files and databases.
- Created customer profiles by answering questions and providing tailored experiences based on interests and agendas.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Devised and deployed successful approaches to retain customers and boost brand loyalty.
- Used consultative techniques to understand customer needs and make strategic referrals to business partners.
Customer Service Manager
Kenmark Air
Fort Myers, FL
11.2013 - 11.2016
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Controlled resources and utilized assets to achieve qualitative and quantitative targets.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Completed special projects by using effective decision making, critical thinking and time management skills.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Kept accurate records to document customer service actions and discussions.
- Resolved concerns with products or services to help with retention and drive sales.
- Researched and corrected customer concerns to promote company loyalty.
- Created and reviewed invoices to confirm accuracy.
Receptionist
Sterling Aluminum
North Fort Myers, FL
01.2008 - 08.2012
- Answered central telephone system and directed calls accordingly.
- Managed multiple tasks and met time-sensitive deadlines.
- Restocked supplies and submitted purchase orders to maintain stock levels.
- Resolved customer problems and complaints.
- Confirmed appointments, communicated with clients and updated client records.
- Answered large volume of incoming calls daily to resolve customer issues and schedule appointments.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Troubleshot copy machines and printers and scheduled service as needed.
- Corresponded with clients through email, telephone or postal mail.
- Provided clerical support to company employees by copying, faxing and filing documents.
- Sorted, received and distributed mail correspondence between departments and personnel.
- Kept reception area clean and neat to give visitors positive first impression.
Education
High School Dipploma - High School
Lee Adolescent Mothers Program
Fort Myers, FL 08.1998 - 05.2001
Skills
Excellent written and oral communication
Consistently received positive feedback from guests a n dcreated repeat business bydeveloping long-term relationshipswith customers
Good communication skills
Handled Customer complaints, maintaining a positive experience
Cross-trained and backed up other customer service managers
Dispatched and assigned calls to techs
Professionally processed 80 calls per day, providing information and service to ensure customer satisfaction
One on One training program to build better customer service to "WOW" customers
Software
Timeline
Customer Service Scheduling Coordinator
St. Raphael’s Roofing
03.2019 - Current
Customer Service Manager
Kenmark Air
11.2013 - 11.2016
Receptionist
Sterling Aluminum
01.2008 - 08.2012
High School Dipploma - High School
Lee Adolescent Mothers Program
08.1998 - 05.2001
Customer Service Specialist
Bruno Air Conditioning