Summary
Overview
Work History
Education
Skills
Certification
Assessments
Personal Information
Software
Timeline
Hi, I’m

SHARDAY STAPLES

Sheffield,AL
SHARDAY STAPLES

Summary

Accomplished and energetic customer service representative with a solid history of achievement in online customer service and support. Motivated leader with strong organizational and prioritization abilities. Areas of expertise include time management, multitasking and customer support and compassion.

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

12
years of professional experience
1
Certification

Work History

STAPLES

CSR II
01.2023 - 10.2024

Job overview

  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Responded to customer requests for products, services, and company information.
  • Answered constant flow of customer calls with minimal wait times.
  • Resolved associate, tool and service delivery issues revealed by statistical reports.
  • Responded proactively and positively to rapid change.
  • Delivered prompt service to prioritize customer needs.
  • Cross-trained and backed up other customer service managers.
  • Investigated and resolved accounting, service and delivery concerns.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

GALLERY 32 DENTAL

Receptionist Assistant
05.2017 - 11.2022

Job overview

  • Resolved customer problems and complaints.
  • Managed multiple tasks and met time-sensitive deadlines.
  • Confirmed appointments, communicated with clients, and updated client records.
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Managed multi-line telephone system and greeted claimants during office visits.
  • Prepared, collected and distributed outgoing and incoming mail and packages.
  • Organized electronic and hard copy filing systems for easy retrieval of documents and information.
  • Responded to inquiries from callers seeking information.
  • Corresponded with clients through email, telephone, or postal mail.
  • Provided clerical support to company employees by copying, faxing, and filing documents.

Banks Home Improvement

CUSTOMER SUPPORT SPECIALIST
03.2014 - 01.2017

Job overview

  • Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints
  • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
  • Check to ensure that appropriate changes were made to resolve customers' problems
  • Determine charges for services requested, collect deposits or payments, or arrange for billing
  • Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills
  • Solicit sales of new or additional services or products
  • Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems
  • Review insurance policy terms to determine whether a particular loss is covered by insurance

SYKES

CUSTOMER SERVICE REPRESENTATIVE
06.2012 - 02.2014

Job overview

  • Company Overview: ONLINE
  • Cancel orders based on customer requests or inventory or delivery problems
  • Create or maintain database of customer accounts
  • Check to ensure that appropriate changes were made to resolve customers' problems
  • Determine charges for services requested, collect deposits or payments, or arrange for billing
  • Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills
  • Obtain and examine all relevant information to assess validity of complaints and to determine possible causes, such as extreme weather conditions that could increase utility bills
  • Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers
  • ONLINE

Education

Albany Technical College
Albany, GA

GED
04.2014

University Overview

Southwestern Christian University
Bethany, OK

Associate of Science from BUSINESS ADMINISTRATION
05.2012

University Overview

Skills

  • Clerical
  • Time management
  • Microsoft Office
  • Customer Service
  • Customer Relations
  • Sales Experience
  • Customer Care
  • CSR
  • Customer Support
  • Call Center
  • Typing
  • Order Entry
  • Desktop Support
  • Data Entry
  • Help Desk
  • Computer Operation
  • Technical Support
  • Microsoft Windows
  • Software Troubleshooting
  • OSHA General Industry Safety and Health
  • Account updating
  • Critical thinking
  • De-escalation techniques
  • Coordination
  • Email management
  • Microsoft PowerPoint
  • Order processing
  • Multi-line telephone operations
  • Customer relations
  • Adaptive team player
  • Account management
  • Active listening
  • Conflict resolution
  • Product and service solutions

Certification

  • Call Center Customer Service, Highly Proficient, 05/01/17
  • Sales Skills, Familiar, 03/01/20
  • Customer Service, Highly Proficient, 03/01/20
  • Work Style: Reliability, Proficient, 05/01/20
  • Customer Focus & Orientation, Highly Proficient, 05/01/20
  • Project Timeline Management, Proficient, 05/01/20

Assessments

Assessments
  • Clerical
  • English Language
  • Writing
  • Active Listening
  • Reading Comprehension
  • Time Management
  • Computers and Electronics
  • Customer and Personal Service
  • Administration and Management
  • Critical Thinking
  • Judgment and Decision Making

Personal Information

Personal Information
Authorized To Work: US

Software

OPEN DENTAL

MICROSOFT

TEAMS

WAVE

CISCO

APOLLO

Timeline

CSR II
STAPLES
01.2023 - 10.2024
Receptionist Assistant
GALLERY 32 DENTAL
05.2017 - 11.2022
CUSTOMER SUPPORT SPECIALIST
Banks Home Improvement
03.2014 - 01.2017
CUSTOMER SERVICE REPRESENTATIVE
SYKES
06.2012 - 02.2014
Southwestern Christian University
Associate of Science from BUSINESS ADMINISTRATION
  • Call Center Customer Service, Highly Proficient, 05/01/17
  • Sales Skills, Familiar, 03/01/20
  • Customer Service, Highly Proficient, 03/01/20
  • Work Style: Reliability, Proficient, 05/01/20
  • Customer Focus & Orientation, Highly Proficient, 05/01/20
  • Project Timeline Management, Proficient, 05/01/20
Albany Technical College
GED

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SHARDAY STAPLES