Detra L. Sherman
Empire Auto Parts
Snellville,GA
26
years of professional experience
A driven individual with 20 + years' experience in Customer Service, along with managerial experience in customer care. I am very personable, driven, and customer service-oriented. I excel at managing my teams in the CSR and A/R departments.
Work History
Customer Care Manager
5 Years 1 Month- Led development of individual skills to help team members achieve career goals while providing support and guidance in day-to-day responsibilities.
- Proactively develop opportunities for improvements to the customer experience. Exercised problem-solving skills to ensure customer satisfaction.
- Acted as a point of escalation for customer issues, resolving them to foster trust with customers and other departments.
- Collaborated with sales, warehouse, and dispatch departments to address customer needs and challenges through strong cross-functional relationships.
- Manage day-to-day operations such as time management, goal setting, career development, performance management, and process improvement.
- Serve as the leader, helping to develop individual skills so they can achieve their career goals. Support and advise team members in their day-to-day responsibilities.
- Be a leader in the company with an excellent attitude that inspires the team and others to do their best.
- Tracked KPIs to assess CSR and A/R team performances, ensuring alignment with customer care objectives.
Customer Service Lead
4 Months- Managed incoming calls, voicemails, and emails to resolve customer, merchant, and sponsor issues promptly and accurately with urgency and respect.
- Gathered customer information and educated customers on accounts, balances, and payoff amounts to fulfill their needs effectively.
- Processed customer credit approval applications to support account management.
- Processed payments for customer accounts.
- Utilized Microsoft Teams, Spark, and Slack to communicate with managers and team members.
- Collaborated with team members remotely using digital communication tools.
System Technician/Electronic Technician
19 Years 5 Months- Defit cabling, switches, jacks, and phone systems in corporate offices to facilitate office closures.
- Set up a new corporate office by installing the phone systems, all cabling bays, switches, and Wi-Fi systems.
- Worked as an electronic technician in a fast-paced call center speaking with ILEC customers, outside technicians, and the central office technicians to open, troubleshoot, and repair circuits for DS0, T1, T3, and BMP circuits.
- Worked on Adtran routers and Cisco routers for testing and turn-up. Set up Nortel, Mitel, Avaya, and Cisco phone systems within all AT&T corporate locations.
- Collaborated with project management teams to oversee project timelines and deliverables. to ensure all projects were completed in a timely manner.
- Collaborated with ILEC customers, outside technicians, and central office technicians to open, troubleshoot, and repair DS0, T1, T3, and BMP circuits in a fast-paced call center.
- Programmed and troubleshot the MUX systems in the field to confirm they ran properly.
- Supported outside technicians and co-technicians in repairing DS0, T1, T3, BMP, and Ethernet circuit issues.
- Developed and maintained a professional working relationship with all customers and organizations to ensure trust and satisfaction.
Education
Bachelor of Business Administration - Business Administration
Electronic Engineering associate's degree - Electronic Engineering
Skills
Customer relations
Team management
Delegation and supervision
Schedule management
Sales support
Sales proficiency
Conflict resolution
Training and mentoring
Team building
Timeline
Customer Care Manager
Empire Auto Parts
07.2021 - CurrentRead More
Customer Service Lead
Greensky Administrative Services, LLC
04.2021 - 08.2021Read More
System Technician/Electronic Technician
AT&T/Bellsouth
10.2000 - 03.2020Read More
RETS Electronics Institute
Electronic Engineering associate's degree from Electronic Engineering
Read More
University of Alabama
Bachelor of Business Administration from Business Administration
Read More