Summary
Overview
Work History
Education
Skills
Timeline
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Sultana Chandler

Philadelphia

Summary

Experienced customer service professional with a proven track record of handling diverse customer inquiries through various channels. Skilled in utilizing CRM systems and remote working tools to provide timely and effective service. Recognized for exceptional communication abilities and a talent for resolving issues, resulting in consistently high levels of customer satisfaction. Authorized to work in the US for any employer.

Overview

9
9
years of professional experience

Work History

Call Center Customer Service Representative

Philadelphia Housing Development Corporation (PHDC)
11.2023 - 02.2025
  • Ensured exceptional service through prompt inquiry handling and complaint resolution.
  • Utilized CRM software to accurately document customer interactions and update account information.
  • Escalated challenging problems to ensure timely solutions.
  • Assisted in training new team members on company policies, procedures, and best practices for delivering excellent customer service.
  • Surpassed individual performance metrics such as call quality, average handle time, and first-call resolution rate.
  • Identified opportunities for process improvement within the call center operations to enhance efficiency and productivity.
  • Executed proactive outreach to confirm customer contentment after resolving issues.
  • Kept knowledge of products, services, promotions, and company policies current to ensure accurate customer information.
  • Commended by leadership for consistently achieving monthly targets.
  • Participated in regular team meetings to discuss challenges, share best practices, and collaborate on solutions for improving overall performance.

Contact Representative

Internal Revenue Service, IRS
12.2017 - 11.2023
  • Interprets and applies relevant sections of tax law and regulations to assess and collect taxes.
  • Conducts thorough research and analysis of relevant data to address collection challenges.
  • Communicates with taxpayers and their representatives about IRS contacts.
  • Explains specific inquiries initiated by individuals, notices, and internal assignments.
  • Promotes voluntary adherence to tax laws by explaining consequences of failing to meet tax commitments.

Assistant Manager

Cinemark Theaters
01.2016 - 01.2017
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Maintained a clean, safe, and organized store environment to enhance the customer experience.
  • Developed strong working relationships with staff, fostering a positive work environment.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Improved customer satisfaction by addressing and resolving complaints promptly.
  • Managed inventory levels to minimize stockouts while reducing overhead costs.
  • Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
  • Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
  • Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.

Education

Bachelor's degree - Communications

Southern New Hampshire University
Manchester, NH
03.2025

Skills

  • Communications
  • Research & Development
  • Customer Relations
  • Team Management
  • Microsoft Word
  • Computer Literacy
  • Customer service
  • Analysis Skills
  • Project Management
  • Time Management
  • Microsoft Outlook
  • Microsoft Excel
  • Organizational Skills
  • Administrative experience
  • Collaboration
  • Conflict Resolution
  • General Office Skills
  • Microsoft Office
  • Data entry
  • Decision-making

Timeline

Call Center Customer Service Representative

Philadelphia Housing Development Corporation (PHDC)
11.2023 - 02.2025

Contact Representative

Internal Revenue Service, IRS
12.2017 - 11.2023

Assistant Manager

Cinemark Theaters
01.2016 - 01.2017

Bachelor's degree - Communications

Southern New Hampshire University

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Sultana Chandler