Sara Wilhelm
Kitchener ,ON
Summary
Experienced customer service professional of 10 years with a proven track record of excelling in two distinct industries, demonstrating adaptability, strong interpersonal skills, and the ability to deliver exceptional customer experiences in diverse environments. Possesses versatile skills in people management, problem-solving, and communication. Brings fresh perspective and strong commitment to quality and success for both internal and external customers. Recognized for ability to embrace change and rapidly adjust to new challenges and environments, with a strong desire to learn.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Dufferin Concrete
Kitchener, ON
10.2023 - Current
- Managed high call volumes and stressful situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Participated in training programs to enhance product knowledge and customer service skills.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Dispatcher
Dufferin Concrete
Kitchener, ON
07.2024 - 11.2024
- Directed dispatching, routing, and tracking of 60+ fleet vehicles.
- Communicated with drivers and personnel to coordinate timely delivery of concrete to various types of job sites.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
- Provided exceptional customer service to callers, remaining empathetic and patient during high-stress situations and emergencies.
- Tracked delivery progress to identify possible delays and provide real-time updates to customers.
Day Spa Manager
Gem Spa
Waterloo, ON
04.2015 - 06.2023
- Established a welcoming atmosphere for guests through exceptional customer service interactions from arrival to departure.
- Trained and mentored staff members to achieve optimal performance levels and maintain high standards of service.
- Maintained cleanliness and safety standards within the spa facility, ensuring compliance with all regulations.
- Managed inventory control, reducing waste and lowering product costs.
- Improved client retention rates by developing personalized follow-up communication strategies after each appointment.
Education
OSSD -
Grand River Collegiate Institute
Kitchener, ON06.2014
Skills
- Customer Relationship Management
- Dispatch Coordination
- Schedule Management
- Stress Management
- Updating Logs
- Microsoft Office
- COMMAND Software
- Route Navigation & Service Coordination
- Maintaining Call Metrics
- Driver Communication & Delivery Support
- Order Processing
- Inventory Audits
- Critical Thinking
- Active Listening
- Multitasking Abilities & Organizational Skills
- Teamwork & Collaboration
- Time Management
Websites
Timeline
Dispatcher
Dufferin Concrete
07.2024 - 11.2024
Customer Service Representative
Dufferin Concrete
10.2023 - Current
Day Spa Manager
Gem Spa
04.2015 - 06.2023
OSSD -
Grand River Collegiate Institute