Patricia Sharon Hesson
Flower Mound,TX
Summary
Detail-focused and experienced Administrative Professional with over 20 years of expertise in optimizing operational workflows and enhancing team efficiency. Proven track record in project management and quality assurance, with a strong background in strategic inventory control and global operations management. Dedicated to leveraging proficiency in QuickBooks Pro and advanced data entry to support and advance organizational objectives. Driven Small Business Owner with excellent business acumen, creativity, and leadership skills. Advanced experience in developing marketing strategies, identifying business opportunities, and generating sales in the Customer Service industry.
Overview
18
18
years of professional experience
Work History
Sole Proprietor
Sharon's Finds
11.2022 - Current
- · Managed diversified product portfolio, ensuring customer satisfaction
- · Enhanced global accounting and shipping operations accuracy
- · Strategically reduced inventory costs via innovative management
Customer Service Coach and Training Assistant
Terminix
04.2018 - 11.2022
- Orchestrated nationwide customer service training remotely
- Supervised Help Desk Chat, delivering real-time assistance to customer service agents
- Streamlined customer service by adeptly managing inbound calls and queries
- Boosted efficiency by scheduling and coordinating pest control technicians and inspectors
- Improved financial accuracy by overseeing customer billing and payments
- Enhanced customer satisfaction by addressing and resolving issues
- Drove business growth through creating customer accounts and generating sales leads
Sr. Customer Service Call Center Representative
Terminix
04.2018 - 11.2022
- Managed diversified product portfolio, ensuring customer satisfaction
- Enhanced global accounting and shipping operations accuracy
- Strategically reduced inventory costs via innovative management
Disaster Assistance Representative Local Hire
Federal Emergency Management Agency (FEMA)
09.2017 - 03.2018
- Administered registration and Tier 1 & 2 disaster assistance
- Managed return mail, case reviews, and application creation
- Delivered disaster aid for 5 hurricanes
- Conducted comprehensive disaster survivor case reviews
Payroll Administrator/Accounts Receivable
Buckets & Bows Maid Service
12.2012 - 03.2017
- Orchestrated payroll for over 25 cleaning techs
- Managed accounts receivable
- Facilitated bank deposit processing
Dispatch Supervisor/Fleet Manager/Field Service Administrator/Contract Administrator
Securus Technologies
01.2007 - 12.2012
- Led 4 dispatchers, coordinating over 100 technicians nationwide for phone repairs
- Managed and maintained 100+ fleet vehicles, overseeing leasing, purchasing, and insurance
- Provided administrative support for multiple teams, overseeing vendor contracts and project initiatives
- Assisted Sr
- Field Service Director, meeting all business needs efficiently
Central Site Support Supervisor
Securus Technologies
01.2007 - 12.2012
- Established clear performance expectations for the support team, resulting in improved accountability and measurable results.
- Analyzed performance metrics to identify areas for improvement and implement targeted strategies.
- Reviewed customer feedback regularly, identifying trends in common issues and recommending product enhancements accordingly.
- Implemented a knowledge management system to centralize information resources for easy access by the support team.
Quality Assurance Supervisor /Customer Satisfaction Analyst
Securus Technologies
01.2007 - 12.2012
- Implemented detail-oriented management systems
- Fostered a supportive work environment for team growth
- Addressed account problems, reducing customer complaints by 15%
- Orchestrated the inception and implementation of a comprehensive quality program to boost customer satisfaction
- Progressed to the role of Quality Assurance Supervisor, entrusted with the training and supervision of two employees
- Spearheaded the monitoring of additional call center agents, driving the overall quality of service
Education
GED -
South Natchez High School
Natchez, MS10.1985
Skills
- Customer Service
- Payroll
- Accounts Receivable
- Data Entry
- Dispatch Coordination
- Fleet Management
- Administrative Support
- Vendor Management
- Quality Assurance
- Microsoft Office
- Small business operations
Additionalinformation
Enhanced operational efficiency, Boosted team productivity, Optimized financial growth, Maximized revenue opportunities, Managed internal and external resources, Identified and penetrated new markets, Assessed customer needs, Resolved difficult situations, Provided value-added document solutions, Previous joint proprietor of Hesson Tile Co. (Owned and operated for over 20 years until 2010), Worked with major contractors and individual residential home owners, Experience with various contract types and contractor negotiations, Administration of Contract Levels and SLA's, Previous Notary experience, Mechanics Liens experience
Languages
English
Timeline
Sole Proprietor
Sharon's Finds
11.2022 - Current
Customer Service Coach and Training Assistant
Terminix
04.2018 - 11.2022
Sr. Customer Service Call Center Representative
Terminix
04.2018 - 11.2022
Disaster Assistance Representative Local Hire
Federal Emergency Management Agency (FEMA)
09.2017 - 03.2018
Payroll Administrator/Accounts Receivable
Buckets & Bows Maid Service
12.2012 - 03.2017
Dispatch Supervisor/Fleet Manager/Field Service Administrator/Contract Administrator
Securus Technologies
01.2007 - 12.2012
Central Site Support Supervisor
Securus Technologies
01.2007 - 12.2012
Quality Assurance Supervisor /Customer Satisfaction Analyst
Securus Technologies
01.2007 - 12.2012
GED -
South Natchez High School
Similar Profiles
Joshua SharonJoshua Sharon
Owner at Sharon's Heating and Cooling/General ContractorOwner at Sharon's Heating and Cooling/General Contractor
Joanne FinlayJoanne Finlay
Waitress/ Junior Barista (casual Work) at Sharon's KitchenWaitress/ Junior Barista (casual Work) at Sharon's Kitchen
Madison DryzalMadison Dryzal
Dance Assistant at Sharon's Dance StudioDance Assistant at Sharon's Dance Studio