Keyanna Sherrod
Wilson,NC
Summary
Dynamic quality assurance professional with a proven track record at BE Pharmaceutical, enhancing team productivity and reducing product defects. Adept in problem-solving and customer engagement, I implemented best practices that elevated client satisfaction and streamlined processes, showcasing my strong analytical skills and commitment to operational excellence.
Overview
9
9
years of professional experience
Work History
Associate Specialist, Quality Assurance
BE Pharmaceutical
08.2023 - 01.2025
- Managed multiple projects simultaneously, ensuring timely completion and adherence to scope requirements.
- Decreased operational costs via identification of inefficient procedures and implementing improvements.
- Implemented best practices in quality assurance, significantly reducing product defects and increasing customer satisfaction rates.
- Enhanced team productivity by streamlining processes and implementing efficient project management tools.
- Designed and executed comprehensive training programs, elevating employee skill sets and expertise.
- Leveraged strong analytical skills to derive actionable insights from large datasets.
- Developed innovative solutions for complex problems, resulting in increased client satisfaction.
Customer Service Representative
Avis Budget Group
02.2022 - 03.2024
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Effectively managed challenging circumstances by maintaining calm and addressing conflicts.
- Effectively handled complex customer scenarios, ensuring satisfactory solutions aligned with company interests.
- 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.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Participated in training programs to enhance product knowledge and customer service skills.
- Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
Customer Service Representative
Infinity Marketing
06.2021 - 02.2022
- 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.
- Successfully navigated high-stress situations to deliver mutual solutions benefiting customers and organization.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Administration Assistant
Synerfac
07.2019 - 03.2021
- Routed calls efficiently while delivering messages to appropriate staff.
- Increased customer satisfaction by providing timely and professional responses to inquiries via phone, email, or in-person visits.
- Facilitated employee onboarding experience by coordinating orientation sessions and completing necessary paperwork efficiently.
- Executed record filing system to improve document organization and management.
- Reduced administrative workload for supervisors, managing calendar appointments and coordinating meeting logistics.
- Recorded expenses and maintained accounting records.
- Safeguarded private information through meticulous record-keeping practices, adhering to company confidentiality policies at all times.
- Demonstrated exceptional adaptability when faced with shifting priorities or new assignments from management figures in real-time situations.
- Developed and updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Assisted human resources department in maintaining up-to-date personnel records by collecting relevant documentation from employees periodically.
- Updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Improved workplace productivity with the implementation of a centralized filing system, organizing both digital and physical documents.
- Managed travel arrangements for senior executives by securing flights and making hotel reservations.
- Streamlined office processes by implementing efficient organizational strategies and time management techniques.
- Maintained inventory of office supplies and placed orders.
Fast Food Manager
McDonald's Restaurant
05.2016 - 07.2019
- Trained new employees on company policies, procedures, and food preparation techniques to ensure consistent product quality.
- Improved customer satisfaction by implementing efficient service strategies and maintaining a clean, organized restaurant environment.
- Streamlined oversight of monetary transactions, maintaining consistency in daily records.
- Managed inventory levels for optimal cost control and minimized waste by regularly reviewing stock and making appropriate adjustments.
- Quickly identified problem situations and skillfully resolved incidents to satisfaction of involved parties.
- Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
- Conducted health, safety, and sanitation process evaluations to identify and remedy any violations immediately.
- Ensured compliance with all health department regulations, maintaining high standards of sanitation throughout the establishment.
- Reconciled cash and credit card transactions to maintain accurate records.
- Streamlined kitchen operations by organizing workflows more effectively, resulting in reduced wait times for customer orders.
- Conducted employee performance evaluations, providing constructive feedback to encourage professional growth and development.
- Collaborated with management team members to develop initiatives aimed at increasing overall restaurant profitability.
- Scheduled staff shifts efficiently while balancing labor costs against anticipated business demands.
- Increased sales through effective promotion of daily specials and upselling menu items to customers.
- Implemented regular maintenance schedules for equipment to reduce downtime and improve overall operational efficiency.
- Correctly calculated inventory and ordered appropriate supplies.
- Monitored inventory of supplies and purchased orders to maintain adequate stock levels.
- Tracked daily sales transactions and invoices for accurate and updated financial reporting.
Education
High School Diploma -
Raleigh Charter Highschool
1307 Glenwood Ave, Raleigh, NC 2760506.2018
Skills
- Teamwork and collaboration
- Customer service
- Problem-solving
- Friendly and outgoing
- Time management
- Listening skills
- Multi-tasking strength
- Excellent people skills
- Goal oriented
- Reliable and punctual
- Exceptional customer service
- Problem-solving skills
- Verbal and written communication
- Money handling
- Cash handling
- Outgoing personality
- Customer engagement
- Relationship building
- Verbal/written communication
- Flexible schedule
- Cash register operation
- Store opening and closing
- Task prioritization
- Cash handling accuracy
- Cleaning techniques
- Stocking and receiving
- Conflict resolution
- Client service
- Guest relations
- Complex Problem-solving
- Strategic planning
- Payment processing
- Meeting deadlines
- Inventory control
- Inventory tracking
- Sales strategies
- Sales training
- Retail store operations
- Customer needs assessment
- POS system operation
- Building rapport
- Adapt to diverse groups
- Product sales
- Professional demeanor
- Sales development
- Order processing
- Sales expertise
- Client retention strategies
- Merchandise display
- Display setup
Timeline
Associate Specialist, Quality Assurance
BE Pharmaceutical
08.2023 - 01.2025
Customer Service Representative
Avis Budget Group
02.2022 - 03.2024
Customer Service Representative
Infinity Marketing
06.2021 - 02.2022
Administration Assistant
Synerfac
07.2019 - 03.2021
Fast Food Manager
McDonald's Restaurant
05.2016 - 07.2019
High School Diploma -
Raleigh Charter Highschool
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