Summary
Overview
Work History
Education
Skills
Software
Timeline
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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

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Software

Titan

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

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Traci Sands Customer Service Professional