Glenda Sharkey
Ponchatoula,LA
Summary
Results-driven customer service representative with a strong focus on problem resolution, active listening, and relationship building. Proven ability to enhance customer satisfaction and loyalty through effective complaint management.
Overview
30
30
years of professional experience
Work History
Customer Service Representative
TJMaxx
09.2025 - 01.2026
- Assisted customers with inquiries, product information, and store policies.
- Processed transactions efficiently using point-of-sale systems.
- Resolved customer complaints to enhance satisfaction and loyalty.
- Maintained organized merchandise displays to optimize shopping experience.
Customer Service Cashier
PT Truck Plaza
08.2023 - 07.2025
- Processed customer transactions efficiently using point-of-sale systems.
- Maintained accurate cash drawer balances throughout shifts.
- Assisted customers in locating products and answering inquiries.
- Handled customer complaints with professionalism and empathy.
- Ensured cleanliness and organization of the checkout area.
- Collaborated with team members to enhance service delivery.
- Maintained a clean and organized workspace, promoting a welcoming environment for customers.
- Promoted a positive shopping experience by greeting customers warmly upon entry and providing assistance as needed.
- Developed and managed relationships with customers to increase customer loyalty.
- Enhanced customer satisfaction by efficiently handling transactions and addressing inquiries.
- Answered product questions using knowledge of sales and store promotions.
- Balanced cash registers accurately at the end of each shift, minimizing discrepancies and errors.
- Utilized POS system to handle customer cash and credit card transactions.
- Managed cash register operations accurately, reducing the risk of shortages or overages in daily reconciliations.
Customer Service Representative
Dillards Department Store
03.2021 - 08.2023
- Collaborated with team members to achieve sales goals and improve service quality.
- Educated customers on promotions and loyalty programs to drive engagement.
- Adapted quickly to changing priorities in a fast-paced retail environment.
- Supported inventory management by conducting regular stock checks and replenishments.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Remote Customer Service Inbound
Startek USA
05.2021 - 12.2022
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Worked flexible hours across night, weekend, and holiday shifts.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
- Paid attention to detail while completing assignments.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Strengthened communication skills through regular interactions with others.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Developed and maintained courteous and effective working relationships.
- Proved successful working within tight deadlines and a fast-paced environment.
Sales Specialist
Baldwin Lincoln Subaru
03.2019 - 05.2021
- Developed strong customer relationships, enhancing loyalty and repeat business.
- Analyzed customer needs, providing tailored vehicle recommendations to increase satisfaction.
- Executed sales strategies to exceed monthly targets and drive revenue growth.
- Trained new sales team members on product knowledge and effective selling techniques.
- Utilized CRM systems to track leads, manage pipelines, and optimize follow-up processes.
- Collaborated with marketing teams to create promotional materials that resonate with target audiences.
- Conducted market research to identify trends and adjust sales approaches accordingly.
- Led initiatives for improving sales processes, resulting in streamlined operations and increased efficiency.
- Built rapport with customers and assessed needs to make product recommendations and upsell.
- Educated customers about product features and benefits to aid in selecting best options for each individuals' needs.
- Built strong client relationships through consistent communication and effective problemsolving.
- Provided ongoing support to existing clients, maintaining a high level of satisfaction and encouraging repeat business.
- Boosted customer satisfaction by providing exceptional product knowledge and tailored recommendations.
- Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
- Provided first-rate service to all customers and potential customers.
Sales Specialist
Rainbow Dodge Ram Jeep
08.2018 - 12.2018
- Developed strong customer relationships, enhancing loyalty and repeat business.
- Analyzed customer needs, providing tailored vehicle recommendations to increase satisfaction.
- Executed sales strategies to exceed monthly targets and drive revenue growth.
- Boosted customer satisfaction by providing exceptional product knowledge and tailored recommendations.
- Provided ongoing support to existing clients, maintaining a high level of satisfaction and encouraging repeat business.
- Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
- Collaborated with cross-functional teams to deliver comprehensive solutions for clients'' needs.
- Expanded customer base with targeted prospecting and lead generation efforts.
- Developed and maintained strong working relationships with professionals within assigned territory.
- Promoted conversion of casual shoppers into customers through product knowledge and product solutions to meet customer needs.
Customer Relations Manager/Delivery Specialist
Bill Hood Ford Lincoln
03.1996 - 07.2018
- Developed customer service training programs to enhance team performance and ensure consistent service quality.
- Implemented customer feedback mechanisms to drive improvements in product offerings and service delivery.
- Oversaw resolution of complex customer issues, ensuring timely and effective solutions while maintaining satisfaction.
- Analyzed customer data to identify trends, improving retention strategies and enhancing overall customer experience.
- Collaborated with sales teams to design tailored promotions, boosting engagement with targeted customer segments.
- Led cross-functional initiatives aimed at streamlining processes, resulting in improved operational efficiency and response times.
- Mentored junior staff on best practices in customer relations, fostering a culture of excellence within the team.
- Established key performance indicators for customer satisfaction, driving strategic decisions based on data-driven insights.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Managed department call volume of [Number] calls per day and coordinated department schedules to maximize coverage during peak hours.
- Instituted structured follow-up processes with clients post-issue resolution, ensuring satisfaction and gathering valuable feedback for continuous service improvement.
- Created and delivered customized training programs for staff, enhancing their skills in customer service and problemsolving.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Delivered superior customer service to strengthen relationships and drive future business revenue.
- Directed [Number]-person team of customer service personnel while helping front-line team members work effectively with over [Number] daily customers.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Introduced best practices based on industry research which resulted in noteworthy enhancements within organizational benchmarks regarding client satisfaction indices.
- Assisted with conflict resolution during partnership negotiations and acquisitions.
- Developed and implemented customer feedback programs to enhance service quality and satisfaction.
- Trained and mentored team members on best practices in customer relationship management.
Education
No Degree - Fashion Merchandising/Dietetics 96 Hours
Southeastern Louisiana University
Hammond, LANo Degree - Completed Basic Banking Ceritification
Louisiana School of Banking
Baton Rouge, LaNo Degree - Completed & Received Louisiana Real Estate License
Bob Brooks School of Real Estate
Baton Rouge, LASkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Documentation
- Administrative support
- Data collection
- Customer relationship management (CRM)
- Prioritization
- De-escalation techniques
- Customer education
- Product sales
- Multi-line phone talent
- Coordination
- Sales expertise
- Warranty service
- Key stakeholder relationship building
- Promotional support
Timeline
Customer Service Representative
TJMaxx
09.2025 - 01.2026
Customer Service Cashier
PT Truck Plaza
08.2023 - 07.2025
Remote Customer Service Inbound
Startek USA
05.2021 - 12.2022
Customer Service Representative
Dillards Department Store
03.2021 - 08.2023
Sales Specialist
Baldwin Lincoln Subaru
03.2019 - 05.2021
Sales Specialist
Rainbow Dodge Ram Jeep
08.2018 - 12.2018
Customer Relations Manager/Delivery Specialist
Bill Hood Ford Lincoln
03.1996 - 07.2018
No Degree - Fashion Merchandising/Dietetics 96 Hours
Southeastern Louisiana University
No Degree - Completed Basic Banking Ceritification
Louisiana School of Banking
No Degree - Completed & Received Louisiana Real Estate License
Bob Brooks School of Real Estate