Sharaa Wilson
Woodland,CA
Summary
Support services professional with strong track record in providing efficient technical support and troubleshooting. Adept at collaborating with team members to achieve results and adapt to changing needs. Skilled in problem-solving, communication, and customer service, ensuring reliable support and satisfaction. Known for reliability, flexibility, and results-driven approach in fast-paced environments.
Overview
15
15
years of professional experience
Work History
IT Support Services Technician
Valley Strong Credit Union
05.2023 - 03.2025
- Assisted in IT projects, contributing valuable insights from a support services perspective throughout the process.
- Boosted company productivity by troubleshooting hardware, software, and network problems to minimize disruptions in daily operations.
- Developed user-friendly documentation for common technical procedures, enhancing employee understanding and reducing reliance on the support team.
- Enhanced customer satisfaction by efficiently resolving technical issues and providing timely support for endusers.
- Used ticketing systems to manage and process support actions and requests.
- Diagnosed and troubleshot hardware, software and network issues.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Created user accounts and assigned permissions.
- Configured hardware, devices, and software to set up work stations for employees.
Contact Center Manager
Valley Strong Credit Union
10.2021 - 05.2023
- Streamlined workflow processes to maximize efficiency within the contact center operations.
- Established a positive work environment by promoting open communication, teamwork, and employee recognition initiatives.
- Created comprehensive training programs for new hires, resulting in faster onboarding and increased productivity.
- Achieved high levels of customer satisfaction with proactive issue resolution strategies and consistent followup.
- Managed a team of customer service representatives, ensuring top-notch service delivery to customers.
- Drove process improvements through regular review sessions, incorporating valuable feedback from both staff members and customers.
- Collaborated with other departments for seamless coordination of shared objectives and priorities within the organization.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Interacted well with customers to build connections and nurture relationships.
- Assisted in recruiting, hiring and training of team members.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Reported issues to higher management with great detail.
Contact Center Officer
Valley Strong Credit Union
05.2018 - 10.2021
- Enhanced member satisfaction by efficiently addressing and resolving inquiries and concerns.
- Managed inbound calls efficiently while multitasking between various systems and applications.
- Analyzed member feedback and identified areas for improvement.
- Listened to and responded to caller's stories and obtained needed information whether caller exhibited anger or calmness.
- Delivered outstanding member support, resulting in increased customer retention and loyalty.
- Assisted members with account management tasks, including transfers, payments, fraud identification and mitigation, online banking guidance, account review, and product recommendations.
- Continuously updated knowledge base articles to ensure accuracy of information provided during client interactions.
- Handled escalated calls professionally, working collaboratively with internal departments when necessary to resolve complex issues swiftly.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Maintained high-quality standards for all interactions, ensuring compliance with company policies and procedures.
Department Manager
Petco
09.2015 - 05.2018
- Oversaw inventory management processes, maintaining optimal stock levels while minimizing waste and losses due to shrinkage or obsolescence.
- Improved customer satisfaction rates through attentive service, prompt issue resolution, and continuous process improvements.
- Evaluated employee performance fairly and accurately, rewarding hard work while addressing areas needing improvement.
- Championed customer-first approach, significantly enhancing customer experience and loyalty.
- Oversaw departmental budgets to ensure financial efficiency.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Defined clear targets and objectives and communicated to other team members.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Managed and maintained till counts throughout the day and at closing.
Customer Service Advisor
Petco
05.2010 - 09.2015
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Developed rapport with customers, fostering long-term relationships and repeat business.
- Contributed to team meetings with valuable input, fostering a collaborative work environment.
- Provided exceptional support during peak periods or staff shortages, maintaining high levels of productivity.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Collaborated with team members to achieve monthly targets and improve overall performance.
- Educated customers about products and animals, pet care, and provided guidance to help customers make the the best choices for themselves and their pets.
- Maintained up-to-date knowledge of product and service changes.
- Cross-trained and provided backup support for store leadership.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Assisted with animal care and promoted the health and wellbeing of the all animals in the care of the store.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
Education
High School Diploma -
Golden Valley High School
Bakersfield, CA06-2017
Skills
- Ticketing system proficiency
- Problem resolution
- Customer support
- Software installation
- Hardware maintenance
- Mobile device support
- Remote assistance
- Verbal and written communication
- Decision-making
- Hardware troubleshooting
Timeline
IT Support Services Technician
Valley Strong Credit Union
05.2023 - 03.2025
Contact Center Manager
Valley Strong Credit Union
10.2021 - 05.2023
Contact Center Officer
Valley Strong Credit Union
05.2018 - 10.2021
Department Manager
Petco
09.2015 - 05.2018
Customer Service Advisor
Petco
05.2010 - 09.2015
High School Diploma -
Golden Valley High School
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