Sharda Cook-Alonso
Gastonia,NC
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
14
14
years of professional experience
Work History
Customer Service Agent Call Center
William Sonoma
06.2023 - 06.2024
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Enhanced customer satisfaction by efficiently resolving 95% of inquiries and addressing concerns.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Demonstrated high attention to detail, organization, and management of multiple tasks and projects simultaneously.
- Helped over 100 customers every day with a positive attitude and focus on customer satisfaction.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Enhanced customer satisfaction by efficiently resolving inquiries and addressing concerns.
Video Editor Freelance
Hephaistion Production
01.2014 - 06.2024
- Delivered edits on time for reviews and final delivery.
- Organized and worked with raw footage from multiple cameras and sources.
- Delivered edits with multiple camera angle choices, titles, graphics, audio, and special effects.
- Conceived, crafted and executed dynamic video edits to captivate target audiences and accomplish project objectives.
- Enhanced video quality by applying color correction, grading, and special effects techniques.
- Reduced project completion time by implementing efficient workflows and prioritizing tasks effectively.
- Collaborated with directors to create and maintain consistent visual style across all projects.
Framing Manager
Gold Certified Custom, Michaels • North Carolina
10.2019 - 06.2023
- Assisted customers with frame selections, offering expert advice on color, style, and material choices.
- Managed project deadlines effectively by delegating tasks appropriately among team members.
- Established standard operating procedures for all aspects of the framing process, resulting in consistent outcomes across all projects.
- Built strong relationships with suppliers which led to better materials used in our custom frames.
- Troubleshot equipment issues promptly, minimizing downtime and ensuring smooth operations daily basis.
- Provided on-the-job training for new hires, promoting skill development and increased productivity.
- Maintained inventory levels through accurate tracking and proactive ordering of supplies.
- Organized workspace efficiently to maximize productivity while maintaining a clean environment conducive to precision workmanship.
- Increased customer satisfaction by addressing concerns promptly and providing exceptional service throughout the framing process.
- 'Managed approximately 30 incoming calls, emails and faxes per day from customers
Apple Ios Advisor
Teleperformance
05.2021 - 05.2022
- Streamlined phone orders, guaranteeing accurate processing and swift delivery
- Administered refunds and credit card transactions, maintaining customer satisfaction
- Built and maintained relationships with clients to provide ongoing support.
- Facilitated communication and collaboration between departments to help business function smoothly.
- Maintained up-to-date knowledge on industry trends and regulations, ensuring accurate advice was provided to clients at all times.
- Gathered and analyzed customer feedback to inform product and service improvements.
- 'Managed approximately 70-90 incoming calls, per day from customers
- Participated in networking events to expand professional connections and attract new clientele.
- Provided guidance on marketing and sales strategies to help clients reach new customers and increase revenue.
Social Media Evaluator
Appen
11.2018 - 11.2019
- Increased website traffic by integrating SEO best practices into all published content.
- Conducted competitor analysis to identify industry best practices and areas for differentiation in the market landscape.
- Actively participated in relevant online groups or forums, demonstrating thought leadership while promoting the organization''s offerings subtly yet effectively.
- Developed comprehensive social media strategies that aligned with the company''s goals and objectives.
- Enhanced user engagement by creating and curating high-quality social media content.
- Collaborated with marketing teams to create integrated campaigns that utilized both traditional and digital channels.
Computer Repair Tech
Data Networks
01.2014 - 12.2015
- Disassembled computers to perform diagnostics and check for repair needs.
- Enhanced customer satisfaction by providing timely and efficient computer repair services.
- Updated and installed new software on desktop and laptop computers to maintain latest technology.
- Collaborated with team members to complete complex repairs efficiently and effectively.
- Assisted customers with the setup of new devices and provided guidance on proper usage and maintenance techniques.
Customer Service Representative
Kmart
03.2014 - 10.2014
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Assistant Manger Customer Service/Repair
Home Computer Repair
01.2011 - 12.2013
- 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.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Facilitated clear communication between employees and upper management through regular meetings and updates.
- Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
- Increased sales through effective merchandising strategies and targeted promotions.
Customer Service
Vector Marketing
01.2010 - 12.2012
- Immediately brought critical issues to customer service manager for resolution.
- Provided exceptional customer service, resolving dealer issues quickly and effectively.
- Provided exceptional customer service, fostering long-lasting relationships with clients.
- Increased referral rates through exceptional customer service and communication skills.
- Promoted positive member relations by providing excellent customer service.
- Exhibited excellent communication and customer service relations skills.
- Provided expert customer service and technical support to clients.
- Provided friendly, helpful customer service to over 35 customers daily.
Education
Associate of Science - Computer Technology
Long Beach City College
Long Beach, CA06.2009
Associate of Arts - Early Childhood Education
El Camino Compton Center
Compton, CA06.2007
High School Diploma -
Susan Miller Dorsey Senior High School
Los Angeles, CA05.2004
Skills
- Customer Service
- Problem Resolution
- Outstanding communication skills
- Call center experience
- Fast Typing Speed
- Data Entry
- Data accuracy
- Accuracy and Attention to Detail
- Customer Complaint Resolution
- Empathetic and genuine
Additional Information
- AWARDS & SCHOLARSHIPS , Ace Award
Timeline
Customer Service Agent Call Center
William Sonoma
06.2023 - 06.2024
Apple Ios Advisor
Teleperformance
05.2021 - 05.2022
Framing Manager
Gold Certified Custom, Michaels • North Carolina
10.2019 - 06.2023
Social Media Evaluator
Appen
11.2018 - 11.2019
Customer Service Representative
Kmart
03.2014 - 10.2014
Video Editor Freelance
Hephaistion Production
01.2014 - 06.2024
Computer Repair Tech
Data Networks
01.2014 - 12.2015
Assistant Manger Customer Service/Repair
Home Computer Repair
01.2011 - 12.2013
Customer Service
Vector Marketing
01.2010 - 12.2012
Associate of Science - Computer Technology
Long Beach City College
Associate of Arts - Early Childhood Education
El Camino Compton Center
High School Diploma -
Susan Miller Dorsey Senior High School
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