Sabrina Robertson
Hopewell,VA
Summary
Hardworking and focused Administrative professional offering excellent communication, planning and prioritization skills demonstrated through 20 years of performance. Skilled at drafting reports and business correspondence, managing mail and updating tracking spreadsheets. Exceptional leadership skills with expertise in streamlining workflow to optimize personnel strengths.
Overview
17
17
years of professional experience
Work History
Program Support Technician Senior
Department Of State Police
10.2023 - Current
- Use computer to generate and process automated program forms for vehicle titling and registration.
- Process vehicle title, registration and license plates through DMV's EZ Fleet system.
- Input and update data in AIMS to manage assets.
- Working knowledge of eVA for procurement adhering to administrative policies and procedures including state and federal laws and regulations.
- Strong ability to research, gather, analyze data for problem solving and decision making utilizing different programs.
- Communicate effectively verbally and in writing with all levels of personnel, customers, state agencies, and dealerships.
- Multi-task and prioritize assignments to meet expectations and deadlines.
Customer Service Representative
Maximus Federal
08.2023 - 10.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Service Coordinator
Vicom
01.2023 - 08.2023
- Monitored safety compliance to maintain strict standards and protect team members from harm.
- Prepared reports on service performance metrics and key indicators for management review.
- Monitored priorities and liaised between maintenance team and management, delegating tasks to complete on time.
- Communicated with clients and service providers to provide updates on work progress.
- Scheduled and oversaw maintenance, repair and installation activities.
- Established and maintained service schedules for several projects to help plan organize workload.
- Managed and coordinated service teams to achieve successful completion of service projects.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Explained charges, fees, terms of sales, and service agreements to over 10 customers daily.
Customer Service Representative
Maximus Federal
11.2021 - 11.2022
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Cross-trained and provided backup support for organizational leadership.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Managed over 45 customer calls per day.
Pharmacy Cashier
Walmart
08.2020 - 11.2021
- Reported prescription errors to pharmacist on duty and adhered to company policies and procedures in relation to pharmacy errors and quality assurance directives.
- Identified and resolved discrepancies and errors in customer accounts.
- Performed cash, card and check transactions to complete customer purchases.
- Encouraged customers to make additional purchases by highlighting current deals and keeping lane well-stocked.
- Operated pharmacy systems to obtain patient prescription status, communicating with prescribing physicians and in-store pharmacists to clarify orders and meet specifications.
- Operated cash register to record transactions accurately and efficiently.
- Processed refunds and exchanges in accordance with company policy.
- Enforced compliance with state and local laws regarding regulated products such as prescription drugs, over-the-counter items with purchase limits, alcoholic beverages and tobacco products.
- Checked personal identifications during alcohol and tobacco sales.
Workflow Coordinator
Department Of Motor Vehicles
07.2010 - 07.2019
- Served as technical expert for testing, licensing, and other customer service issues.
- Assisted tellers with difficult or complex transactions.
- Provided coaching and training to new and existing customer service representatives via Onboarding.
- Maintained Q-Flow system for DMV's customer service center.
- Liaison between staff and management.
- Conducted road test and monitored CSC reps to make sure they were in compliance.
- Balanced and reconciled all monies.
- Served as Manager of 20+ employees when needed.
- Conducted senior meetings to communicate weekly goals and changes.
- Proved successful working within tight deadlines and a fast-paced environment.
- Managed time efficiently in order to complete all tasks within deadlines.
- Worked on special projects.
- Provided oral and written communication with internal and external customers.
- Provided updates of new policies and revisions for CSR's.
Customer Service Representative
Navy Federal Credit Union
01.2007 - 12.2009
- Answered constant flow of customer calls with minimal wait times.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Opened and closed member accounts.
- Processed all money transactions on customer accounts.
- Processed loan applications for members.
- Updated account information to maintain customer records.
- Decreased inbound call flow by 5% monthly.
Education
No Degree - Computer Network Administration
ECPI Technical College
Richmond, VA 02.1999
Skills
- Office Supplies and Inventory
- Database Management
- Data Integrity
- Government Agency Guidelines
- Billing and Accounting Support
- Team Leadership
- Product and Service Expertise
- MS Office Expertise
- Analytical and Critical Thinking
- Records Preparation
- Government Regulations
- Data Analysis
- Report Generation
Timeline
Program Support Technician Senior
Department Of State Police
10.2023 - Current
Customer Service Representative
Maximus Federal
08.2023 - 10.2023
Service Coordinator
Vicom
01.2023 - 08.2023
Customer Service Representative
Maximus Federal
11.2021 - 11.2022
Pharmacy Cashier
Walmart
08.2020 - 11.2021
Workflow Coordinator
Department Of Motor Vehicles
07.2010 - 07.2019
Customer Service Representative
Navy Federal Credit Union
01.2007 - 12.2009
No Degree - Computer Network Administration
ECPI Technical College
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