Sharon Rivers
Charlotte,United States
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.
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Focused customer relations professional skilled in lead generation, customer relationship development and sales. Accomplished in providing unsurpassed support to demanding customers. Offering experience in related roles, as well as passion for improving service delivery, enhancing knowledge and exceeding expectations.
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Retail professional with extensive knowledge of fashion industry and current trends. Enjoys helping customers find stylish and affordable clothing and accessories.
Overview
40
40
years of professional experience
Work History
Night Auditor
Home2 Suites by Hilton Hotel
Charlotte, NC
01.2024 - 09.2024
- Prepared detailed end-of-shift reports, highlighting noteworthy incidents or areas requiring improvement for management review.
- Entered customer data into room system and updated information whenever patrons changed rooms.
- Utilized strong problem-solving skills while handling any logistical challenges that arose throughout the course of nightly duties.
- Provided exceptional customer service to overnight guests, addressing inquiries, and offering assistance as needed.
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
Night Auditor
Hampton Inn Hotel
Charlotte, NC
01.2023 - 01.2024
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Kept accounts in balance and ran daily reports to verify totals.
- Maintained accurate financial records by diligently balancing daily revenue reports and identifying discrepancies.
Check Processor
JP Morgan
Charlotte, NC
03.2017 - Current
- Ensured accuracy in data entry, resulting in fewer discrepancies and quicker resolution of issues.
- Achieved faster turnaround times for check clearing by prioritizing high-value transactions and utilizing automated systems.
- Reduced errors in check processing by consistently verifying customer information and cross-checking against bank records.
- Participated in regular performance reviews, identifying areas for personal growth and professional development opportunities within the role of Check Processor.
- Handled cash and balanced cash drawer to manage and settle register.
- Maintained strict confidentiality while handling sensitive financial information, protecting customer privacy and preventing fraud.
- Contributed to a positive work environment, fostering collaboration among team members to achieve shared goals.
Customer Service Representative
Express Scripts
Charlotte, NC
02.2008 - 08.2024
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Processed customer adjustments to maintain financial accounts.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Recorded account information to open new customer accounts.
- Recommended products to customers, thoroughly explaining details.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
Customer Service Representative
GE Consumer Finance
Charlotte, NC
05.2005 - 07.2008
- Recommended products to customers, thoroughly explaining details.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Delivered prompt service to prioritize customer needs.
- Calculated correct order totals, updated accounts and maintained detailed records for inventory management.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Cross-trained and backed up other customer service managers.
Sales Representative
Citibank
New York, NY
06.2000 - 08.2002
- Developed and delivered engaging sales presentations to convey product benefits.
- Created professional sales presentations and seminars to effectively demonstrate product features and competitive advantages.
- Met with existing customers and prospects to discuss business needs and recommend optimal solutions.
- Executed direct sales from manufacturers to customers to improve profitability within retail environment.
- Retained excellent client satisfaction ratings through outstanding service delivery.
- Exceeded goals for new accounts in single sales cycle.
- Assisted in product placement and visual merchandising, maintaining attractive and inviting appearance.
- Implemented marketing strategies and techniques, increasing revenue and customer satisfaction.
- Surpassed sales objectives several consecutive years by cultivating productive client partnerships.
Customer Service Representative
First USA Bank
New York, NY
05.1999 - 12.2000
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Recorded account information to open new customer accounts.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Recommended products to customers, thoroughly explaining details.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Processed customer adjustments to maintain financial accounts.
- Collected and analyzed customer information to prepare product or service reports.
- Updated account information to maintain customer records.
Education/skills
Midland Career Institute
Hempstead, NY
08.1985 - 11.1986
- Modeled positive behavior skills as well as good problem-solving and relationship-building abilities to improve clients' social integration.
- Offered training on personal hygiene and grooming skills.
- Helped to integrate clients in local community by teaching important social and work-related skills.
- Educated clients about important nutritional habits and how to plan healthy meals.
- Intervened in crisis situations to provide counseling and support.
- Customized strategies based on individuals' goals and strengths and offered each positive reinforcement to continue progress against goals.
Education
Midland Career Institute
Hempstead, NY05.1986
Skills
- Customer Retention Strategies
- Creative Problem Solving
- Building Customer Trust and Loyalty
- Upbeat and Positive Personality
- Issue and Complaint Resolution
- Verbal and Written Communication
- POS Systems and Ordering Platforms
- Understanding Customer Needs
- Efficient and Detail-Oriented
- Upselling Products and Services
- Customer Data Confidentiality
- Order and Refund Processing
- Calm and Professional Under Pressure
- Responding to Difficult Customers
- Customer Account Management
- Multitasking and Prioritization
- Database Management
- Proficiency in Microsoft Office and G Suite
- Microsoft Exchange
- Data Verification
- Project Management
- Workflow Management
- Data Compilation
- Attention to Detail
- Data Management
- Data Integrity
- Data Reconciliation
- Records Management
Timeline
Night Auditor
Home2 Suites by Hilton Hotel
01.2024 - 09.2024
Night Auditor
Hampton Inn Hotel
01.2023 - 01.2024
Check Processor
JP Morgan
03.2017 - Current
Customer Service Representative
Express Scripts
02.2008 - 08.2024
Customer Service Representative
GE Consumer Finance
05.2005 - 07.2008
Sales Representative
Citibank
06.2000 - 08.2002
Customer Service Representative
First USA Bank
05.1999 - 12.2000
Education/skills
Midland Career Institute
08.1985 - 11.1986
Midland Career Institute