Shari Wilhite

• Continually kept RAP and PRR above average.
• Managed over 50 calls and chats per day for S&R team.
• Handled calls of customers that called multiple times on same items with no resolution and found resolution for that call
• Successfully De-escalated, escalated problems with ease, often resulting in positive feedback survey.
• Contribute to team chat rooms while still working with my customers at same time.
• Assisting accessibility customers by searching for items to help them find items they needed and placing orders in their shopping carts for them to place orders.
• Prepared variety of different written Syskas as needed during shift.
• Used critical thinking to break down problems, evaluate solutions and make decisions
• Actively listened to customers' requests, confirming full understanding before addressing concerns
• Identified issues, analyzed information and provided solutions to problems

• THRIVE Program Graduate
• Thrive is a global program designed to offer Customer Service Associates (CSAs) the opportunity to develop foundation leadership skills. Through a combination of instructor-led training and practical experience, participants will be graduating from the program with the foundation knowledge and leadership skills necessary to be considered for possible leadership roles. THRIVE essentially provides a window into the Amazon leadership role.

Took Escalation calls and worked with customers to resolve any issues they have within Policy

Also have D2 training for back up when needed

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Answered constant flow of customer calls with minimal wait times.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
• Developed community reputation through commitment to customer satisfaction and strong client relationships.
• Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
• Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
• Consulted with outside parties to resolve discrepancies and create expert solutions.
• Evaluated account and service histories to identify trends, using data to mitigate future issues.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Investigated and resolved customer inquiries and complaints quickly.
• Responded proactively and positively to rapid change.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Met customer call guidelines for service levels, handle time and productivity.
• Educated customers about billing, payment processing and support policies and procedures.
• Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
• Maintained up-to-date knowledge of product and service changes.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Cross-trained and provided back up for customer service managers.

Took Calls for various reasons to help customers

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Answered constant flow of customer calls with minimal wait times.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Responded to customer requests for products, services and company information.
• Recommended products to customers, thoroughly explaining details.
• Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
• 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.
• Answered over 1-200 calls per shift to meet fast-paced call center demands.
• Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
• Met customer call guidelines for service levels, handle time and productivity.
• Responded proactively and positively to rapid change.
• Educated customers about billing, payment processing and support policies and procedures.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Maintained up-to-date knowledge of product and service changes.
• Sought ways to improve processes and services provided.

• Became Ambassador.
• Trained New Hires,
• Safety Captain,
• Checked in trucks to be unloaded for safety,
• Spotter, Loaded trucks,
• Ran shifts on scheduled day, to get numbers needed for that shift out
• Carried out day-day-day duties accurately and efficiently.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Worked flexible hours; night, weekend, and holiday shifts.
• Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
• Maintained energy and enthusiasm in fast-paced environment.
• Proved successful working within tight deadlines and fast-paced atmosphere.
• Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.