Anna Farmer
Greenville,SC
Summary
Subject Matter Expert and trusted advisor skilled in research, analysis, and examination of company technology and standard operating procedures. Interface and collaborate with clients and internal team members, providing consultative enhancement recommendations based on industry research. Improve existing processes, procedures, technical enhancements, resource requirements and stakeholder engagement procedures to align with strategic goals.
Overview
3
3
years of professional experience
Work History
Subject Matter Expert
Sutherland Global Services
Las Vegas, NV
08.2021 - Current
- Documented client progress through case notes and documentation.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Coached employees through day-to-day work and complex problems.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Compiled and analyzed customer feedback data to develop new strategies and corrective action.
- Increased productivity by 20%.
Customer Service Specialist
Sutherland Global Services
Las Vegas, NV
06.2021 - Current
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Surpassed performance goals by approaching interactions with resourcefulness, organization and customer-centric solutions.
- Handled over 52 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
- Complied with company policies and procedures by encouraging positive and effective work environment among all employees.
- Resolved concerns with products or services to help with retention and drive sales
Education
No Degree - Music Performance
Furman University
Greenville, SC05.2016
High School Diploma -
SC Governor's School For The Arts And Humanities
Greenville05.2012
Skills
- Intercompany Reconciliations
- Team Meetings
- Professional Relationships
- New Technology Innovation
- Agent Support
- Customer Loyalty
- Case Notes
- High-Volume Environments
Timeline
Subject Matter Expert
Sutherland Global Services
08.2021 - Current
Customer Service Specialist
Sutherland Global Services
06.2021 - Current
No Degree - Music Performance
Furman University
High School Diploma -
SC Governor's School For The Arts And Humanities
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