Sarah Johnson Email & Phone Number

Kansas City, Missouri, United States

Kansas City, Missouri, United States

Kansas City, Missouri, United States

As a lead customer service representative, I serve as the primary point of contact for both Customer Service Representatives (CSRs) and Operations Supervisors (OSs). I see my position as a source of guidance for when CSRs have technical issues and sensitive cases. I strive to identify team needs and devise initiatives that improve morale and productivity. One of my main positions of leadership is overseeing training methods and ensuring that they are successfully preparing CSRs. Some of my key achievements for this role include:• Lead Instructor of 16 - week training class.• Conduct monthly quality reviews and proficiency exams for 8 - 15 employees covering various aspects of performance, including mail inquires, claim leads, worksheets and service observations.• Trusted with advisory role for both technical and non-technical training strategies.• Assist in reviewing key policies and procedures for complex phone calls that require additional attention.• Provide support to supervisory staff by recommending specific improvements, ensuring CSRs are fully trained and up to date.• Trained staff in OneNote system; created a OneNote Notebook of additional course material for employees to reference with training information.

Kansas City, Missouri, United States

As a teleservices representative for the SSA, I resolved the concerns of individual clients through interviewing, investigating relevant information, and providing solutions.Some of my successes in this role were:• I counseled and coached fellow employees and fostered confidence in their customer service abilities.• Had the opportunity to gain countless hours of experience on numerous software and computer programs such as CHIP, PCOM, DPS, ePath and eWork (agency-specific software).

Gladstone, Missouri, United States

During my time as an access specialist, I aided customers by recommending research materials and relevant books, helped to locate items, and provided solutions to technology-related questions.Some of my daily tasks while on the job included:• Checking out materials for customers, collecting payments and fines, updating customer account information, and issuing library cards.• Performing technical and clerical duties for the library.

Bachelor Of Science - Bs, Social Psychology, Cum Laude

Certificate, Industrial And Organizational Psychology, Cum Laude