Sandra Kent
Palmdale,CA
Summary
A highly energetic professional with 15+ years of customer service experience, dedicated to ensuring exceptional customer service to internal team members and external customers to achieve high satisfaction. An employee who is motivated, dependable, and can perform under minimal supervision. Thrives in high-pressure/challenging working environments while obtaining an overall satisfactory experience.
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
18
18
years of professional experience
Work History
Human Resource Technician (Temp)
Learn4Life
05.2025 - Current
- Answered routine questions and inquiries from internal and external callers and directed them to the appropriate department using proper phone etiquette.
- Assisted walk-ins with completing their credentials for school districts.
- Assisted summer school teachers with their onboarding and credentials verification across five districts.
- Operated the company office equipment, such as a computer, copier, and scanner.
- Performed other related duties as assigned.
- Sage Staffing Agency (temp agency)
In-Home Supportive Services Provider (IHSS)
Helen Williams
04.2022 - Current
- Provide comfort and safety to my client with personal care and support.
- Support my client in her daily activities, including bathing, dressing, and meal preparation, while promoting independence and dignity.
Office Assistant (Temp)
City of Palmdale
03.2024 - 10.2024
- Answered routine questions and inquiries from internal and external callers and directed them to the appropriate department using proper phone etiquette.
- Assisted walk-ins and directed them to the appropriate department based on their needs (Economic & Development, Planning, Building & Safety, Engineering, Public Works, and Housing).
- Kept a daily Excel log of walk-ins needing assistance from various departments.
- Provided information to the public on upcoming events, city meetings, programs, and available services by phone and/or walk-ins.
- Kept city handout pamphlets stocked and event posters updated.
- Opened, sorted, and prepared mail for distribution.
- Operated the company office equipment, such as a computer, copier, and scanner.
- Performed other related clerical duties as needed.
- Sage Staffing Agency (temp agency)
Sr. Product Manager
PDC Brady
08.2012 - 11.2021
- Defined the product strategy for our entertainment and law enforcement markets.
- Analyzed product needs and their markets.
- Collaborated and strategized with the company stakeholders.
- Managed the product life cycle (product roadmap, product development, pricing, and product distribution).
- Researched market trends and presented competitive assessments.
- Routinely visited our top customers (amusement parks, festivals, and jails) to ensure customer satisfaction and build strong relationships that resulted in a 25% sales increase within two years from $22M to $27.5M.
- Attended entertainment and law enforcement trade shows annually to demonstrate our products and to meet current customers and potential customers face-to-face.
- Supported and approved the product website content to increase traffic and sales.
Customer Service / Sales Manager
PDC Brady
08.2007 - 08.2012
- Managed a group of twelve customer service and sales reps.
- Executed a metrics program (KPI - Key Performance Indicators) to improve customer interaction and experience, which consistently met the company's customer satisfaction benchmark.
- Documented information from customer calls and onsite service visits into the company's system using SAP to streamline reporting and establish accountability goals.
- Interacted with customers to quickly manage escalated queries and complaints.
- Conducted an analysis to address customer complaints (hold times, online chat delays, and ensured service reps were professionally trained to assist internal and external customers). This led to future positive experiences and improved communication, listening, and critical thinking skills.
Education
No Degree - Developmental Psychology
Antelope Valley College
Lancaster, CASkills
- Exceptional people skills
- Outstanding customer service skills
- Ability to multitask
- Flexible
- Ability to work under pressure in a challenging environment
- Client-focused
- Critical thinker
- Effective analytical person
- People-oriented
- Detailed oriented
- Problem resolution
- Computer proficiency
- Office equipment proficiency
- Proofreading
- Microsoft Excel
Section name
Licensed Notary Public Agent
Timeline
Human Resource Technician (Temp)
Learn4Life
05.2025 - Current
Office Assistant (Temp)
City of Palmdale
03.2024 - 10.2024
In-Home Supportive Services Provider (IHSS)
Helen Williams
04.2022 - Current
Sr. Product Manager
PDC Brady
08.2012 - 11.2021
Customer Service / Sales Manager
PDC Brady
08.2007 - 08.2012
No Degree - Developmental Psychology
Antelope Valley College
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