Summary
Overview
Work History
Education
Skills
Personal Information
Additional Information
Timeline
AdministrativeAssistant
Sharaey Morrison

Sharaey Morrison

Union,NJ

Summary

Detail-oriented Administrative Professional looking to obtain an opportunity that furthers my career within a well recognized company that promotes career developments. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet company goals.

Overview

16
16
years of professional experience

Work History

Permit Coordinator

Elizabethtown Gas
09.2020 - Current
  • Manage permit application submissions, resulting in faster approval times for clients.
  • Create job packages and distributes to stakeholders
  • Update permit and contract statuses in Company approved system
  • Track and manage escrow accounts
  • Initiate and process check requests
  • Contact permitting jurisdictions to expedite permit processing
  • Research, resolve and respond to inquiries with minimal guidance
  • Audit permit records and escrow accounts
  • Successfully secured over 1500 permits in 2023
  • Secured $159,000 escrow dollars returned in 2023
  • Resolve permitting issues promptly, minimizing delays for construction projects.
  • Expedite permit approvals by effectively communicating project details to relevant authorities.
  • Provide exceptional customer service throughout the permitting process, fostering client satisfaction and repeat business.
  • Ensure compliance with regulations through careful review of project plans and documentation.
  • Evaluate current processes regularly for optimization opportunities that improved overall efficiency.
  • Collaborate with other team members to develop strategies for overcoming permitting obstacles.
  • Support continuous improvement initiatives within the department by sharing best practices and lessons learned from past experiences.

Billing Specialist

Elizabethtown Gas
06.2019 - 09.2020
  • Handle complex billing issues
  • Identify inconsistencies
  • Issue bills, partner with other departments to resolve billing issues
  • Provide feedback for minimizing reoccurring issues
  • Developed and distributed training documents for all newly hired and existing associates.
  • Identified, researched, and resolved billing variances to maintain system accuracy and currency.
  • Prepared itemized statements, bills, or invoices
  • Developed and maintained billing procedures.
  • Worked closely with other departments to resolve billing issues.
  • Provided one-on-one mentoring to help individuals reach their full potential within the organization.

Customer Service Representative

Elizabethtown Gas
09.2017 - 06.2019
  • Handle complex customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one call resolution within multi-jurisdictional and multi-functional customer contact teams.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Responded to customer requests for natural gas services and/or billing issues.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed customer service policies and procedures to meet and exceed industry service standards.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Attended regular quality assurance checks on interactions with customers to ensure established guidelines and standards were met for service excellence.
  • Promptly responded to inquiries and requests from prospective customers.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Implemented and developed customer service training processes.

Customer Care Case Manager

Best Buy
11.2014 - 02.2017
  • Enhanced customer satisfaction by efficiently resolving complex issues and providing timely solutions.
  • Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
  • Implemented strategies to minimize escalations, effectively addressing customer complaints at the initial stage.
  • Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
  • Developed personalized solutions for customers, ensuring their needs were met while maintaining company standards.
  • Improve customer experience by issuing gift cards, answering emails and following up with customer issues when needed.
  • Resolved corporate escalations pertaining to dissatisfied Best Buy clients
  • Track what is causing customer issues and communicate concerns to leadership
  • Utilized advanced problem-solving skills to resolve challenging cases that resulted in satisfied customers.
  • Liaised with internal departments as needed, facilitating seamless communication between teams during case resolution processes.
  • Reduced average case resolution time with proactive case monitoring and followups.
  • Boosted customer retention, consistently delivering exceptional service and support.
  • Trained new team members on case management procedures, contributing to a well-prepared workforce.

Membership Consultant

New York Sports Clubs
12.2013 - 10.2014
  • Engaged in opportunities that positively impact the member experience
  • Increased customer acquisitions by 2 per day through effective social media management, grassroots marketing, and new member orientation.
  • Adhered to all operational excellence standards related to providing a great member experience
  • Effectively look for opportunities to gain new members and elevate service levels
  • Prospect for qualified leads and create traffic through mailers, referrals and other various outreach techniques
  • Researched potential clients and markets to prepare for appointments.
  • Develop relations within community and local small businesses by involving club in community events
  • Develop and maintain relationships with current members on a name to name basis.
  • Utilized various communication channels to keep members informed about upcoming events, programs, and updates within the club.
  • Expanded potential client base by attending industry events, networking with professionals, and promoting the benefits of club membership.
  • Completed all documentation quickly to facilitate quick sign-up processes.
  • Collaborated with team members to streamline processes for efficient membership management and customer service.
  • Conducted tours of facility to showcase features and answer questions.
  • Boosted overall club revenue through the upselling of additional services and amenities to members.
  • Developed strong relationships with members, offering ongoing support and encouragement to achieve their fitness goals.
  • Increased new member enrollment by developing and implementing targeted marketing strategies.
  • Tracked membership data accurately, providing managers with valuable insights for strategic decision-making processes.
  • Cultivated a welcoming atmosphere within the facility, fostering a sense of community among members that supported long-term loyalty.
  • Maintained membership database, ensuring that all information was current and accurate.
  • Provided information about restrictions and optional services.
  • Actively engaged clients upon entrance with pleasant greeting.
  • Identified issues and immediately stepped up to guarantee speedy and effective resolutions.
  • Prepared pricing agreements and contracts to close sales.
  • Contacted customers and prospects to generate new business to achieve company growth goals.
  • Assisted clients throughout sales process and provided after-sales support to assess satisfaction and resolve problems.

Senior Collector II

Bank of America
01.2012 - 06.2013
  • Worked in call center environment handling manual and automatically dialed outbound calls.
  • Collected on delinquent accounts to reduce overdue balances.
  • Debt counsel borrowers and seek appropriate modification options or treatment programs for them while mitigating losses
  • Maintained consistently high success rate of collecting on overdue accounts.
  • Provided exceptional customer service while resolving disputes or concerns related to billing issues or overdue payments.
  • Reduced delinquency rates by implementing effective collection strategies and maintaining a professional approach.
  • Maintained high volume of calls and met demands of busy and productive group.
  • Developed customized action plans for each debtor''s unique financial situation, facilitating prompt resolution of outstanding balances.
  • Maintained strict compliance with federal regulations, ensuring the protection of consumer rights and upholding ethical practices within the organization.
  • Successfully completed FHA, HUD and government servicing training
  • Created team newsletter, displaying recent updates and performance and best demonstrated
  • Improved customer retention through compassionate communication and negotiating mutually beneficial payment plans.

Account Manager

Bank of America
06.2011 - 01.2012
  • Assisted profitable customers by displaying problem solving skills, building rapport, and deepening customer relationships with the bank while servicing simple business needs
  • Provided excellent customer service while transitioning into selling bank products in order to deepen bank relationship and increase bank revenue
  • Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
  • Enhanced sales performance by conducting thorough market research to identify potential clients and target audiences.
  • Boosted customer satisfaction by effectively addressing and resolving credit card disputes and billing inquiries.
  • Monitored industry trends to stay informed on competitor offerings and adjust sales strategies accordingly for continued success.
  • Achieved sales goals consistently with effective communication skills, persuasive presentations, and strong product knowledge.
  • Increased revenue through cross-selling additional financial products such as balance transfers, credit protection, and Low interest credit cards to existing customers.
  • Built strong relationships with customers to increase retention and loyalty.
  • Recommended products and services to meet customers' credit card and banking needs.
  • Maintained compliance with applicable regulations and laws governing consumer credit.

Head Bank Teller

Bank of America
07.2008 - 06.2011
  • Managed high-volume cash drawer, maintaining accountability and minimizing discrepancies.
  • Assisted branch management in implementing new policies and procedures, ensuring smooth transitions for both staff and clients.
  • Actively participated in community events on behalf of the bank, reinforcing a positive local presence among clients.
  • Conducted regular audits of cash drawers, ensuring compliance with internal controls and regulatory requirements.
  • Mentored junior bank tellers, fostering a positive work environment and encouraging professional growth.
  • Maintained up-to-date knowledge of federal regulations affecting monetary transactions, ensuring full compliance across all activities.
  • Collaborated with team members to meet or exceed branch performance targets consistently.
  • Decreased wait times during peak hours by implementing effective queuing strategies that maximized available resources.
  • Identified potential fraud cases through careful observation and adherence to security protocols, protecting both the bank and its customers from financial loss.
  • Balanced ATM machines daily as part of routine maintenance tasks, ensuring optimal functioning and reliability for customers'' use.
  • Handled escalated customer service issues, resolving conflicts professionally while maintaining client satisfaction.
  • Supported branch marketing campaigns by displaying promotional materials prominently within the lobby area.
  • Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
  • Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
  • Assisted with training of new tellers on policies and procedures.
  • Identified sales opportunities and referred customers to branch partners in financial services.

Education

Associate of Science - Computer Information Systems And Technology

Union County College
Cranford, NJ
12.2024

High School Diploma -

Union High School
Union, NJ
06.2006

Skills

  • Creative problem solver
  • Communication skills
  • Customer Service Skills
  • Client Relations
  • Customer Service
  • Zoning regulations
  • Database Management
  • City code knowledge
  • Time Management
  • Attention to Detail
  • Dependable and Responsible
  • Flexible and Adaptable
  • Multitasking
  • Computer Skills
  • Microsoft Office

Personal Information

Title: Administrative Professional

Additional Information

Notary Public

Timeline

Permit Coordinator

Elizabethtown Gas
09.2020 - Current

Billing Specialist

Elizabethtown Gas
06.2019 - 09.2020

Customer Service Representative

Elizabethtown Gas
09.2017 - 06.2019

Customer Care Case Manager

Best Buy
11.2014 - 02.2017

Membership Consultant

New York Sports Clubs
12.2013 - 10.2014

Senior Collector II

Bank of America
01.2012 - 06.2013

Account Manager

Bank of America
06.2011 - 01.2012

Head Bank Teller

Bank of America
07.2008 - 06.2011

Associate of Science - Computer Information Systems And Technology

Union County College

High School Diploma -

Union High School

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Sharaey Morrison