Sha’Leah Rasher
Augusta,GA
Summary
Professional with deep expertise in client support, ready to deliver impactful results. Skilled in resolving complex customer issues, building strong client relationships, and driving satisfaction. Known for fostering team collaboration, adapting to changing needs, and consistently achieving targets. Equipped with excellent communication skills, problem-solving abilities, and proactive approach to client success.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Client Support Consultant I
ADP
10.2021 - Current
- Supports Clients via Chat
- Completed Flex Support for ASYNC team
- Assist w/ Team Case Management
- Floor Support for New Hires
- Mentors New Hire
- Bank Verification Stretch Assignment Support
- SR Champion (Consistently keeps open tickets SLA under 7 days)
- Schedule and Held Meetings/Trainings as a tenured Rep
- Assisted with Side by Side shadowing for new hires
- Achieved FPC Certification with the APA
- Became a member of the Engagement team working to boost team morale in office
Coach Customer Service
SITEL
05.2020 - 01.2021
- Supervise a team of 15 agents
- Process Time and Complete Time Management
- Clear Errors With Time Entries
- Approve Timecards w/ Kronos
- Run daily reports of time and aux status of agents
- Pulled calls daily to monitor call quality
- Coach in one-on-one interviews with agent to improve quality/performance
Coach Growth Point
Coach Growth Point
10.2019 - 05.2020
- Open call center for morning shift
- Arrange/hold weekly team meetings
- Attend training and development classes to become a coach
- Supervise a team of 8 agents
- Run daily reports of time and aux status of agents
- Pull calls daily to monitor call quality
- Coach in one-on-one interviews with agent to improve quality/performance
Escalations Rep
04.2019 - 10.2019
- Handled escalated calls transferred by agents along with general customer support
Customer Service Rep/Floor Support
01.2019 - 04.2019
- Handled billing questions and concerns
- Answered general questions about our products and services
- Mild technical support to assist with app issues accessing accounts
- Walk through the in app ordering process with new customers
Education
Accounting Degree -
Augusta Technical College
Augusta, GA01-2022
Cosmetology Diploma - undefined
Augusta Technical College
Augusta, GA01-2013
College Prep Diploma - undefined
Academy of Richmond County
Augusta, GA01-2009
Skills
- Advanced Office Skills
- Customer Service and Communication Skills
- Mentor Experience
- Time Input Experience
- Certified Payroll Support
- Leadership Training and Coaching
- FPC Certified
- 7 Years Customer Svc
- Empathy and patience
- Client relationship building
- Professionalism and etiquette
Certification
- PAYROLL - 2019 AUGUSTA TECHNICAL COLLEGE
- COMPUTERIZED ACCOUNTING - 2019 AUGUSTA TECHNICAL COLLEGE
- PAYROLL – 2022 Fundamental Payroll Certification- American Payroll Association
Profile
- Fast learner, hardworking, and goal oriented
- Self motivated
- Talent for quickly adapting to change and working in a strong team environment.
- Flexible and versatile – can adapt quickly to changes in work load
Timeline
Client Support Consultant I
ADP
10.2021 - Current
Coach Customer Service
SITEL
05.2020 - 01.2021
Coach Growth Point
Coach Growth Point
10.2019 - 05.2020
Escalations Rep
04.2019 - 10.2019
Customer Service Rep/Floor Support
01.2019 - 04.2019
Cosmetology Diploma - undefined
Augusta Technical College
College Prep Diploma - undefined
Academy of Richmond County
Accounting Degree -
Augusta Technical College