Sharise Smith
Aurora,CO
Summary
Dynamic leader with a proven track record at Johnson Controls, adept in technical troubleshooting and fostering teamwork. Elevated customer satisfaction by 20% through innovative support solutions and effective training programs. Skilled in cash register operation and excelling in high-pressure environments, I bring a blend of analytical thinking and collaborative spirit to every challenge.
Overview
3
3
years of professional experience
Work History
Customer Service Group Representative
Johnson Controls
Aurora, CO
07.2023 - 08.2024
- Customer Support:Serve as the main point of contact for customers, responding to inquiries related to products, services, or account status.
Provide timely and accurate information about product features, services, pricing, and availability.
Address customer concerns, resolve issues, and provide solutions to ensure customer satisfaction.
- Order Management:Process customer orders for products and services, ensuring accuracy and timeliness.
Assist with order tracking, updating customers on the status of their orders, and handling any delays or issues.
Ensure all required documentation (invoices, contracts, etc.) is completed and provided to customers.
- Technical Support and Troubleshooting:Assist customers with basic troubleshooting or help them understand the functionality of Johnson Controls’ products, such as security systems, building management systems, or HVAC solutions.
If necessary, escalate more complex technical issues to the appropriate technical support team or service personnel.
- Issue Resolution:Handle customer complaints or issues professionally, working to resolve problems to the customer's satisfaction.
Document all customer issues and track progress, ensuring timely follow-ups and resolutions.
- Customer Account Management:Maintain customer accounts, including updating contact information, reviewing contracts, and managing account details.
Monitor account activity, ensuring all orders, services, and payments are processed correctly.
- Collaboration with Other Departments:Work closely with sales, technical support, or service teams to ensure customer needs are met and any complex issues are addressed.
Coordinate with other departments to ensure smooth order fulfillment, timely service delivery, and efficient problem resolution.
- Documentation and Reporting:Maintain accurate records of customer interactions, including inquiries, complaints, or service requests, in the company’s CRM or database.
Prepare reports or updates for management regarding customer satisfaction, issue resolution, or trends in service inquiries.
- Product Knowledge:Stay up to date with Johnson Controls’ products, services, and features to provide informed and accurate assistance to customers.
Continuously improve product knowledge to effectively resolve customer inquiries and offer appropriate solutions.
- Customer Education:Educate customers on how to use products or services effectively, including providing instructions, user manuals, or service guidance.
Offer additional services or upgrades that may benefit the customer, improving their overall experience.
- Compliance and Quality Assurance:Follow company policies and procedures, ensuring that customer interactions meet quality standards and compliance regulations.
Assist in maintaining high customer satisfaction ratings by adhering to best practices in service delivery.
Emergency Dispatch Operator
Johnson Controls
Aurora, CO
01.2023 - 07.2023
- Emergency Response Coordination:Receive and assess emergency calls or alarms, including security breaches, fire alarms, medical emergencies, or facility issues.
Prioritize emergencies based on severity and urgency, dispatching appropriate responders (e.g., security personnel, emergency services, or technicians) in a timely manner.
- Communication:Communicate clearly and effectively with emergency responders, clients, and other stakeholders to relay critical information and updates.
Provide guidance and support to on-site personnel or clients during emergencies, maintaining calm and clear communication.
- System Monitoring:Monitor various systems, such as alarm systems, surveillance cameras, and building management systems, to detect signs of trouble or emergencies.
Record and track alarm activations or emergency situations, ensuring proper documentation of incidents.
- Incident Documentation:Keep detailed records of all emergency calls, incidents, and actions taken, ensuring that logs are accurate and up-to-date.
Prepare incident reports for clients or internal teams, including the nature of the emergency and the response actions taken.
- Collaboration with Other Departments:Work with other departments (e.g., facility management, security, or fire safety) to ensure a coordinated and effective response to emergencies.
Collaborate with external agencies, like fire departments or medical teams, if necessary.
- Customer Service:Provide support to customers (internal or external) during emergency situations, addressing their concerns and guiding them through the necessary steps.
Follow up on ongoing issues, ensuring that clients are kept informed and that all actions are completed as required.
- Maintain Equipment and Systems:Ensure that dispatch equipment, alarm systems, and communication devices are functioning properly at all times.
Report any system malfunctions or issues to the appropriate technical team for repair.
- Training and Protocol Adherence:Stay up to date with emergency response protocols, company policies, and industry best practices.
Participate in ongoing training and drills to ensure readiness for all types of emergency situations.
- Multi-tasking:Handle multiple incoming calls, alarms, or requests at once while remaining calm and focused.
Make quick decisions under pressure and manage the flow of information to prevent confusion during high-stress situations.
- Follow-Up:Monitor the progress of emergency responses and ensure that all required actions are taken and completed.
Provide follow-up information to clients or management, including the resolution status or any ongoing issues.
General Merchandise Lead
Target
Aurora, CO
10.2022 - 12.2022
- Manage schedules for team members, track attendance, and ensure that staffing levels are sufficient to meet business needs.
- Assist with payroll and performance reviews for the team.
Closing Team Lead
Target
Aurora, CO
07.2022 - 10.2022
- Overseeing Closing Operations: Supervising the closing process, ensuring that all tasks are completed on time and in accordance with store policies.
- Team Leadership: Leading and motivating the closing team, delegating tasks, and ensuring they follow store procedures. This includes coaching team members to ensure a high level of performance.
- Inventory Management: Ensuring all merchandise is properly stocked and any inventory discrepancies are addressed. This may include performing backstock, restocking shelves, or preparing the store for overnight replenishment.
- Cash Management: Overseeing the cash handling process, ensuring the tills are balanced and all financial procedures are followed during closing.
- Safety & Security: Ensuring that the store is secure at the end of the shift, including monitoring security systems, locking doors, and ensuring that all procedures are followed for closing the building safely.
- Facility Maintenance: Ensuring that the store is clean, organized, and ready for the next day, including managing the cleanliness of the sales floor, backroom, restrooms, and other areas of the store.
- Problem-Solving: Addressing any operational issues that arise during the closing process, including customer concerns, staffing shortages, or other challenges.
- Communication: Communicating with store leadership and other departments to ensure any updates, changes, or important information are shared and acted upon before closing.
- Training and Development: Helping onboard new team members and providing ongoing training and feedback to ensure everyone is aligned with Target’s standards and expectations.
- Customer Service: Ensuring the closing process doesn’t negatively impact customer service by answering any final customer questions and ensuring the store environment remains positive even as the day ends.
Presentation Team Member
Target
Aurora, CO
07.2021 - 07.2022
- Product Merchandising: Setting up, organizing, and restocking product displays according to Target’s visual merchandising guidelines.
- Planogram Execution: Following planograms (store layout and display guidelines) to ensure products are displayed correctly in aisles and on shelves.
- Stock Organization: Ensuring the sales floor is stocked with the right products in the right quantities and keeping shelves full and organized.
- Maintaining Visual Appeal: Ensuring the store looks neat, clean, and welcoming for customers by adjusting displays and ensuring everything is in the right place.
- Seasonal Changes: Helping implement seasonal or promotional displays (like holiday sections or special sales) by setting up new or rearranged displays to keep the store looking fresh.
- Collaboration: Working closely with other team members (like sales associates) and store leadership to execute visual changes and product placements.
- Product Knowledge: Being familiar with products, sales goals, and marketing strategies to help create displays that attract customers and encourage sales.
Education
High School Diploma -
Rangeview High School
Aurora, CO05.2021
Skills
- Cash register operation
- Organization
- Written Communication
- Excellent Communication
- Organization and Time Management
- Teamwork and Collaboration
- Planning and Coordination
- Self-Motivated
- Active Listening
- Analytical and Critical Thinking
- Flexible and Adaptable
- Decision-Making
- Teambuilding
- Training and Development
- Customer support
- Technical troubleshooting
Timeline
Customer Service Group Representative
Johnson Controls
07.2023 - 08.2024
Emergency Dispatch Operator
Johnson Controls
01.2023 - 07.2023
General Merchandise Lead
Target
10.2022 - 12.2022
Closing Team Lead
Target
07.2022 - 10.2022
Presentation Team Member
Target
07.2021 - 07.2022
High School Diploma -
Rangeview High School
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