Sarah Mitchell
4287 Oakmont Drive
Denver, Colorado
(720) 555-0847
sarah.mitchell@email.com
linkedin.com/in/sarahmitchell

WORK EXPERIENCE

Customer Service/Billing Supervisor
Pinnacle Communications Solutions - Denver, Colorado
January 2020 - Present
- Supervise a team of 15 customer service representatives, ensuring high-quality service delivery and adherence to company policies.
- Oversee the invoicing and billing processes, reducing discrepancies by 30% through improved accuracy checks and streamlined procedures.
- Implemented a new call center development strategy that increased customer satisfaction scores by 25% within the first year.
- Manage refund administration and dispute resolution, achieving a resolution rate of 95% on first contact.
- Collaborate with the accounting department to ensure timely and accurate financial reporting and compliance with industry standards.

Customer Service Team Lead
Horizon Business Services - Aurora, Colorado
June 2017 - December 2019
- Led a team of 10 customer service agents, providing training and support to enhance team performance and customer engagement.
- Developed and maintained business process outsourcing relationships, resulting in a 20% reduction in operational costs.
- Conducted regular performance reviews and implemented team organization strategies that improved productivity by 15%.
- Assisted in the development of repair agreements and field service protocols, enhancing service delivery efficiency.

Customer Service Representative
Westside Financial Group - Boulder, Colorado
March 2015 - May 2017
- Provided exceptional customer support through various channels, including phone, email, and live chat, achieving a customer satisfaction rating of 90%.
- Processed payment card transactions and managed billing inquiries, ensuring compliance with financial regulations.
- Conducted instrument accuracy checks and maintained records of customer interactions to improve service quality.

EDUCATION

Bachelor of Science in Business Administration
University of Colorado Denver - Denver, Colorado
Graduated: May 2014

CERTIFICATIONS
- Certified Customer Service Representative

SKILLS
- Invoicing
- Billing
- Customer Service
- Dispute Resolution
- Microsoft Office
- Team Organization
- Payment Card Processing
- General Operations
- Accounting
- Call Center Development
- Refund Administration
- Business Process Outsourcing
- Field Service
- Repair Agreement
- Instrument Accuracy Checks
- Customer Support