L. Sherrelle Alexander
Concord,NC
Summary
To obtain a challenging Customer Service Representative position with a reputable company where I can utilize my excellent communication skills, problem-solving abilities, Multitasking and time management abilities, and customer-focused mindset to enhance customer satisfaction and contribute to the overall success of the organization.
Overview
13
13
years of professional experience
Work History
Caregiver
Assisting Families Homecare
Charlotte, NC
04.2022 - Current
- Monitored clients' activity levels and helped prevent sedentary behavior.
- Maintained cleanliness of clients' environment by cleaning surfaces and washing clothes or dishes.
- Organized oral medications for clients following dosage and schedule requirements.
- Maintained clean and well-organized environment for client happiness and safety.
- Observed changes in behavior or physical condition that may require medical attention and reported them promptly to supervisor.
- Encouraged independence while promoting self-care skills such as bathing, grooming and toileting needs.
- Helped clients get in and out of beds and wheelchairs.
- Monitored health and well-being of clients and reported significant health changes.
- Respected the rights of each individual client while maintaining confidentiality of all personal information.
- Helped patients during ROM exercises to maintain musculoskeletal functions and increase strength.
- Assisted with ambulation by providing support during transfers from bed to chair or wheelchair.
- Helped maintain the safety of the client's environment by removing hazards such as rugs or furniture that could cause falls.
- Prepared meals according to dietary requirements and assisted with feeding when necessary.
- Assisted clients with maintaining good personal hygiene.
Customer Service Representative
Amazon
Charlotte, NC
11.2019 - 02.2022
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Consulted with customers to resolve service and billing issues.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Engaged in conversation with customers to understand needs, resolve issues, and answer product questions.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Worked successfully with a diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Answered inbound calls per shift to assist with customer questions and concerns.
Customer Service Supervisor
Wal-Mart
11.2017 - 10.2019
- Oversees and assesses customer service staff activities, and provides them with regular performance-related feedback
- Strategizes and monitors daily activities of customer service operation
- Assists customer service staff with duties where required
- Trains staff in areas of customer service and company policies
- Manages cashier coverage and customer flow to ensure proficient customer service
- Monitors and authenticates returns, exchanges and voids
- Investigates and solves customer service complaints
- Assists with development and implementation of service policies, and explains these to staff and customers
- Maintains documentation pertaining to customer service department activities
- Performs additional duties where needed.
Event Planner
Dreamable Events
Greensboro, NC
02.2015 - Current
- Fulfills contractual obligations, including communications, vendor coordination, schedule creation, budget administration and rehearsal and day of event coordination
- Manages administrative logistics of events planning, including contract signing, fee collection, event booking and event promotions
- Supports senior leadership by developing status reports on activities related to planning, scheduling, cancellation, inquiries, resourcing, risk mitigation and proposal development for various events
- Coordinates florists, photographers, videographers, musicians, officiants and ceremony participants during rehearsals and pre-ceremony, ceremony and reception events
- Fosters relationships with local and national wedding suppliers to obtain best price, quality, and delivery of products
- Evaluates existing plans, processes and events planning services to identify opportunities for improvement
- Interviews clients to understand event scopes of work, establish budgets and determine timeliness for venue selection, guest list finalization, and rehearsal, ceremonies, and receptions
- Devotes special emphasis to punctuality and works to maintain outstanding attendance record, consistently arriving to work ready to start immediately
- Performs various administrative functions, including filing paperwork, delivering mail, sorting mail, office cleaning and bookkeeping.
Customer Service Specialist II
Elite Benefits Group
Greensboro, NC
12.2013 - 07.2015
- Advanced Professional Customer Service Specialist
- Answers customer telephone calls regarding existing accounts
- Makes requested Insurance policy and account changes
- Responds to questions and concerns about service, and escalates calls appropriately
- Counsels customers on options for service and coverage
- Upgrades service and offers additional service packages or options
- Consistently improves customer satisfaction through expert resolution of conflicts, issues, and concerns.
Front Desk Receptionist
Elegant Touch Beauty Salon
High Point, NC
01.2011 - 11.2014
- Schedules guest salon services and greets guests and escorts them to waiting areas
- Educates guests on salon services and maximizes bookings for each service professional in a fair and consistent manner
- Closes sales and encourages guests to pre-book services along with product recommendations
- Executes standard telephone procedure using appropriate customer service etiquette and confirms appointments
- Informs service professionals of daily schedules and/or any adjustments
- Resolves guest challenges, utilizing support from salon manager when necessary, supporting retail and service staff
- Interacts primarily with guests, team members, and management involving the utmost professionalism, ethics, and confidentiality.
Eligibility Worker I
Forsyth County Department of Social Services
Winston-Salem, NC
03.2012 - 11.2013
- Trained in NC Fast Conversions for Food and Nutrition Services and Medicaid
- Also trained to understand and know the Job of an Eligibility Worker I
- Records and evaluates personal and financial data obtained from applicant or recipient to determine initial or continuing eligibility, according to departmental directives
- Initiates procedures to grant, modify, deny, or terminate eligibility and grants for various aid programs, such as public welfare, employment, and medical assistance
- Identifies need for social services, and makes referrals to various agencies and community resources available
- Prepares regular and special reports as required, and submits individual recommendations for consideration by supervisor
- Prepares and keeps records of assigned cases.
Education
Bachelors of Science - Psychology & Psychology Pre-Counseling
NORTH CAROLINA STATE UNIVERSITY
01.2014
Master of Science - Applied Psychology
Liberty University
Skills
- Excellent communication skills, both verbal and written
- active listening skills
- problem-solving abilities
- patience and empathy
- the ability to stay calm under pressure
- attention to detail, time management skills
- a customer-focused mindset
- knowledgeable about the products and services their company provides and able to handle customer inquiries, complaints, and feedback professionally and courteously
- A willingness to learn and adapt to changes in company policies and procedures is essential for effective teamwork
- Complaint Resolution
- Administrative Support
- Prioritization
- Call Center Operations
- Clerical Support
- Tactful and Diplomatic
Timeline
Caregiver
Assisting Families Homecare
04.2022 - Current
Customer Service Representative
Amazon
11.2019 - 02.2022
Customer Service Supervisor
Wal-Mart
11.2017 - 10.2019
Event Planner
Dreamable Events
02.2015 - Current
Customer Service Specialist II
Elite Benefits Group
12.2013 - 07.2015
Eligibility Worker I
Forsyth County Department of Social Services
03.2012 - 11.2013
Front Desk Receptionist
Elegant Touch Beauty Salon
01.2011 - 11.2014
Bachelors of Science - Psychology & Psychology Pre-Counseling
NORTH CAROLINA STATE UNIVERSITY
Master of Science - Applied Psychology
Liberty University
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