Open To Work
Shara Middleton
North Highlands,CA
Summary
Versatile account management expert adept at optimizing client experiences and preventing key account losses. Proficient in delivering rapid resolutions across multiple support channels while engaging clients to foster relationships and drive retention. Committed to enhancing service quality and operational efficiency in dynamic environments.
Overview
20
20
years of professional experience
Work History
Customer Success Coordinator ll
Please & Thank You
Sacramento , CA
05.2024 - 05.2026
- Managed multi-channel support operations (email, text, live chat, phone) via Gorgias and Tailored Mail, ensuring rapid and professional resolution of customer inquiries.
- Collaborated with various departments to design and implement email templates and informational guides for VIP tour packages, enhancing customer engagement.
- Coordinated logistics and purchaser communications for 20+ high-profile music tours, ensuring accurate distribution of check-in instructions and guest lists.
- Acted as a brand ambassador, maintaining deep knowledge of music client rosters and current events to provide authentic, enthusiastic engagement with fans.
- Demonstrated high adaptability by managing extended schedules during major events, ensuring seamless service during peak demand periods.
- Assisted the Director by providing project support and administrative coverage to meet departmental deadlines.
Customer Success Coordinator 1
Please & Thank You
Sacramento, California
05.2024 - 05.2025
- Managed high-volume customer support across channels including live chat, email, and text, consistently resolving 15+ tickets per hour via Gorgias to enhance customer satisfaction.
- Resolved complex customer inquiries by investigating root causes and escalating priority issues, ensuring timely routing of technical tickets to appropriate resources for resolution.
- Delivered exceptional service within the music and entertainment industry landscape, maintaining deep familiarity with client rosters to provide personalized and enthusiastic support.
- Facilitated team communication and project alignment using Slack, Monday, and Tailored mail to achieve departmental goals efficiently.
- Mastered specialized event logistics including VIP event processes and tour management protocols to support large-scale client activations.
- Collaborated directly with senior leadership on special projects.
ADMINISTRATOR/CLIENT SERVICES/Retention Specialist
TRANSUNION/DATALINK SERVICES
Remote
02.2020 - 05.2024
- Increased customer satisfaction ratings 45% by effectively answering questions, suggesting effective solutions and resolving issues quickly.
- Engaged customers to identify needs, address issues, and provide product information, ensuring a positive service experience.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Prevented key account losses by researching discrepancies and correcting problems.
- Provided remote tech support and acted as liaison among clients, internal departments, and vendors to enhance communication and resolve issues.
- Supported sales team members to drive growth and development.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Developed training materials for new management and employees to facilitate smooth onboarding and knowledge transfer.
- Updated databases with new and modified customer data.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
FAN SUPPORT
Endeavor
Sacramento, USA
10.2018 - 09.2020
- Designed and distributed event-specific emails through email marketing platform, enhancing attendee engagement for upcoming events.
- Responded to and sent text messages about daily events and managed customer emails regarding weekend events, ensuring seamless VIP experience.
- Completed day-to-day duties accurately and efficiently.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
FAN SUPPORT REPRESENTATIVE
WONDERFUL UNION
07.2016 - 08.2018
- Provided support to fans by addressing inquiries about companies' sites, services, and client-specific questions through various communication channels including phone, email, chat, text, and social media.
- Engaged with fans via email, phone, and live chat, enhancing customer satisfaction and fostering repeat business.
- Resolved complex and escalated support issues, ensuring timely and effective solutions for customer concerns.
- Applied account feedback to identify service deficiencies and develop solutions.
- Streamlined internal processes to enhance customer response times and boost employee productivity.
- Read and replied to 300+ emails per week via Zendesk
- Used Slack to actively communicate with other employees on a daily basis
- Maintained positive working relationship with fellow staff and management.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
DISTRIBUTION CENTER SUPPORT ASSOCIATE
GENUINE PARTS CO
06.2013 - 09.2015
- Facilitated customer satisfaction at West Coast Napa Distribution Centers through effective support.
- Processed overage and shortage claims for Napa Auto Stores, contributing to inventory accuracy.
- Issued and processed credits using the DPC400 and APP400 Systems
- Coded invoices for accounts receivable/payable, ensuring accurate financial documentation.
CUSTOMER SERVICE REPRESENTATIVE
Hunter Douglas Window Fashions
09.2006 - 07.2011
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Assisted dealers via Live Web Chat and helped with online orders and web navigation
- Maintained composure in stressful situations, effectively diffusing tensions to enhance customer satisfaction.
- Facilitated processing of window covering orders, repairs, and parts through phone, fax, and email to support dealers in servicing their customers.
- Trained new employees on procedures and policies, contributing to improved team performance.
- Placed/maintained orders for large Window Coverings Company using SAP and ECC systems in a call center environment
Skills
- Retention Strategies
- Needs Assessment
- First Level Support
- Product and Service Knowledge
- Zendesk
- Salesforce CRM
- Research
- MS Office Suite
- Basecamp
- Analytical Thinking
- Calm and Professional Under Pressure
- Relationship Building
Timeline
Customer Success Coordinator ll
Please & Thank You
05.2024 - 05.2026
Customer Success Coordinator 1
Please & Thank You
05.2024 - 05.2025
ADMINISTRATOR/CLIENT SERVICES/Retention Specialist
TRANSUNION/DATALINK SERVICES
02.2020 - 05.2024
FAN SUPPORT
Endeavor
10.2018 - 09.2020
FAN SUPPORT REPRESENTATIVE
WONDERFUL UNION
07.2016 - 08.2018
DISTRIBUTION CENTER SUPPORT ASSOCIATE
GENUINE PARTS CO
06.2013 - 09.2015
CUSTOMER SERVICE REPRESENTATIVE
Hunter Douglas Window Fashions
09.2006 - 07.2011