Summary
Overview
Work History
Education
Skills
Certification
Work Availability
Quote
Timeline
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SHAREBA SPARKS

Wheaton,IL

Summary

Experienced Customer Service Representative brings 10+ years of applying exceptional customer service, conflict mediation and communication skills to address diverse needs. Smoothly mitigate customer conflicts through calm, level-headed strategies. Responsive and resilient team player with adaptable and resourceful mindset.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Customer Care Representative

Verizon
09.2019 - 10.2023
  • Resolved concerns with products or services to help with retention and drive sales.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Assisted call-in customers with questions and orders.
  • Logged call information and solutions provided into internal database.
  • Generated weekly and monthly reports to highlight customer service performance and measure milestones.

Default Resolution Specialist

Financial Management Systems
05.2015 - 08.2019
  • Researched routine and complex problems in order to develop effective solutions.
  • Consulted with responsible parties to negotiate repayment plans.
  • Performed skip tracing to locate borrowers and collect on outstanding student debt.
  • Followed established company standards and FDCPA guidelines in all actions.
  • Trained arbitrators and mediators on dispute resolution and negotiation strategies to boost productivity.
  • Reviewed legal documents and contracts to determine potential conflicts and disputes.

Shift Manager

McDonald's
05.2013 - 05.2015
  • Excelled in every store position and regularly backed up front-line staff.
  • Coached crew members to optimize performance and motivate toward more efficient work.
  • Kept employees operating productively and working on task to meet business and customer needs.
  • Trained and mentored new employees to maximize team performance.
  • Adhered to company standards and compliance requirements for operations and cleanliness of areas.
  • Tracked receipts, employee hours, and inventory movements.
  • Consistently exhibited calm demeanor during periods of high volume or unusual events to keep store operating smoothly and set positive example for shift team.

Education

High School Diploma -

American School

Skills

  • Complex Problem-Solving
  • Effective time management
  • Proven ability to provide exceptional customer service
  • Strong written/ oral communication and interpersonal skills
  • Insurance Policy Coverage Knowledge
  • Microsoft Word

Certification

  • Florida All- Lines license #G023780, July 23 2023
  • State Farm auto
  • State farm Property
  • State Farm Hail and Wind

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

The way to get started is to quit talking and begin doing.
Walt Disney

Timeline

Customer Care Representative

Verizon
09.2019 - 10.2023

Default Resolution Specialist

Financial Management Systems
05.2015 - 08.2019

Shift Manager

McDonald's
05.2013 - 05.2015

High School Diploma -

American School

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