Sharay Mclendon
Concord,NC
Summary
Dedicated and personable Customer Service Representative with a strong commitment to providing high-quality support and building positive customer relationships. Seeking to leverage excellent communication skills, problem-solving abilities, and a customer-first mindset to contribute to a dynamic team and enhance customer satisfaction
Amiable Customer Experience Agent with several years of experience managing high customer call volumes while delivering prompt and reasonable customer solutions. Empathetic listener utilizes open-ended questions to determine appropriate action for better customer experiences. Commended for consistent, positive customer reviews.
People-oriented team leader successful in monitoring performance, delegating work and motivating members. Versed in managing daily direction and team communication. Collaborative and resourceful professional dedicated to identifying needs to develop and deliver creative solutions.
Overview
13
13
years of professional experience
Work History
Customer Experience Team Lead
Allegiance Merchant Service
Charlotte, NC
10.2024 - Current
- Led end-to-end onboarding for newly signed clients, ensuring a seamless, white-glove transition onto Allegiance’s fintech platform with a focus on continuity and satisfaction.
- Collaborated cross-functionally with Sales, Product, and Support teams to deliver tailored onboarding strategies aligned with client goals and compliance needs.
- Owned client implementation, configuring and customizing fintech solutions based on operational workflows, industry regulations, and business objectives.
- Delivered executive-level training sessions to C-suite and operations staff, effectively demonstrating product value, accelerating adoption, and ensuring early success.
- Provided high-touch customer success support during the critical first 90 days, serving as the single point of contact and trusted advisor.
- Monitored client engagement and proactively identified risks, ensuring alignment across CRM and support systems for seamless service and issue resolution.
- Spearheaded onboarding process improvements, identifying bottlenecks and contributing to scalable workflow enhancements that improved time-to-value and client satisfaction.
Team lead
Ally Financial
Charlotte, NC
02.2022 - 10.2024
- Led a cross-functional onboarding team, ensuring seamless, white-glove transitions for newly signed clients from Sales into Allegiance’s fintech platform.
- Owned and optimized the full onboarding lifecycle, from initial handoff through post-implementation support, driving client satisfaction and time-to-value.
- Configured and tailored platform solutions to meet diverse client needs across operations, compliance, and strategic objectives.
- Facilitated live training sessions for C-level executives and operational teams, promoting adoption and showcasing platform value and best practices.
- Served as the primary point of contact during the first 90 days, delivering high-touch support and fostering long-term client trust and retention.
- Monitored onboarding metrics and team performance, identifying gaps and driving continuous improvement initiatives across processes and tools.
- Collaborated closely with Sales, Product, and Support teams to align client goals with platform capabilities and internal resources.
- Documented and tracked onboarding activities in CRM and support systems, ensuring visibility, accountability, and proactive issue resolution.
- Identified and implemented workflow improvements, reducing onboarding time and enhancing scalability for future client growth.
Customer Service Associate
Verizon
Charlotte, NC
04.2018 - 02.2022
- Acted as point of contact for escalated customer issues, demonstrating conflict resolution skills and leadership under pressure.
- Delivered exceptional customer service in a fast-paced, high-volume environment, assisting customers with billing, technical issues, and account management.
- Resolved complex customer concerns with professionalism and empathy, consistently achieving high satisfaction ratings and first-call resolution goals.
- Educated customers on Verizon products, services, and promotions, driving customer retention and upselling opportunities.
- Handled sensitive customer data and account changes with accuracy, ensuring compliance with company policies and privacy standards.
- Collaborated with technical support and billing departments to streamline issue resolution and provide seamless service.
- Utilized CRM and internal support systems to document interactions, track case progress, and escalate issues as needed.
- Met or exceeded performance metrics including call quality, average handle time (AHT), and customer satisfaction (CSAT).
- Supported onboarding of new team members by sharing best practices and mentoring peers on service protocols and tools.
- Adapted quickly to new technologies, product updates, and process changes in a dynamic service environment.
Donor Services Representative
American Red Cross
Charlotte, NC
05.2012 - 07.2018
- Provided frontline support to blood donors, responding to inquiries via phone, email, and chat with professionalism, empathy, and efficiency.
- Assisted donors with appointment scheduling, cancellations, and eligibility questions, ensuring a smooth and positive donation experience.
- Maintained strict data accuracy by updating donor records and entering information into CRM systems in accordance with HIPAA and organizational policies.
- Resolved donor concerns and escalated issues when necessary, ensuring timely and satisfactory resolutions in line with service-level agreements (SLAs).
- Educated donors on donation processes, health requirements, and Red Cross initiatives to encourage ongoing engagement and retention.
- Collaborated with internal departments (e.g., blood collections, recruitment, and logistics) to coordinate donor support and address service gaps.
- Adhered to regulatory and safety protocols in all donor interactions, ensuring compliance with federal and organizational standards.
- Met or exceeded key performance indicators (KPIs), including call quality, resolution time, and donor satisfaction scores.
- Participated in training sessions and team meetings to stay current on policies, systems, and donor engagement strategies.
Education
Technical management -
DeVry University
Data Analytics Certficate -
Google
Skills
- Microsoft office
- Microsoft Excel
- Writing skills
- Analysis skills
- Window
- Typing
- Microsoft word
- Communication skills
- SQL
- Tableau
- CRM software utilization
- Quality assurance methods
- Critical thinking
- Customer engagement
- Time management
- Feedback analysis
- Analytical skills
- Phone etiquette
- Professionalism
- Active listening
- Quality assurance
Timeline
Customer Experience Team Lead
Allegiance Merchant Service
10.2024 - Current
Team lead
Ally Financial
02.2022 - 10.2024
Customer Service Associate
Verizon
04.2018 - 02.2022
Donor Services Representative
American Red Cross
05.2012 - 07.2018
Technical management -
DeVry University
Data Analytics Certficate -
Google