Sharell Booth

SMB Tier 1 Supervisor

• Coach employees through day-to-day work and complex problems.
• Lead process improvement and problem-solving efforts to create standard procedures and escalation policy for the customer support team.
• Research and correct regular, advanced, and long-standing customer concerns to promote company loyalty.
• Actively support service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
• Conduct training and mentor team members to promote productivity, accuracy, and commitment to friendly service.
• Monitor metrics and develop actionable insights to improve efficiency and performance.
• Read, analyze, and interpret complex procedures and regulations while drafting general correspondence to facilitate administrative processes.
• Analyze and solve multi-faceted problems that affect executive leaders and business initiatives.
• Supervise 9-13 team members and provide constructive feedback, resulting in higher morale and increased employee retention.
• Monitor call quality and provide individual constructive feedback to enhance performance and address areas in need of improvement.
• Establish and oversee performance targets for call center associates.
• Prepare reports to assist business leaders with key decision-making and strategic operational planning.
• Minimize workflow issues by cross-training staff on technical procedures, protocols, and customer service practices.
• Improve organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
• Train team members on performance metrics and consumer behavior identification.
• Determine quality assurance benchmarks and set standards for improvement.

Business / Technical Support Representative| Comcast Corporation - July 2017 to August 2018

Welcome Team

• Followed up with clients to ensure optimal customer satisfaction the day after installation. Resolved customer issues in a clear, courteous, and straightforward manner.
• Demonstrated professionalism and courtesy with customers at all times.
• Researched, troubleshot, and resolved complex problems independently.

Tier 1 Agent - Sept 2013 - Oct 2014 / Nov 2015 - July 2016

• Taking inbound calls and assisting customers with various business services on their accounts such as TV, Internet, and Phone.
• Upgraded or downgraded services, restarted accounts and did troubleshooting of all services.
• Assisted with billing inquiries as well as taking payments.
• Developed highly empathetic client relationships and earned a reputation for exceeding goals.
• Cross-trained and provided backup for other customer service representatives when needed.
• Resolved product issues and shared benefits of new technology.
• Managed quality communication, customer support, and product representation for each client.
• Promptly responded to general inquiries from members, staff, and clients via mail, e-mail, and fax.
• Resolved product/policy issues and shared benefits of new technology.

• Taking inbound calls assisting clients in justice system with their offenders.
• Updating various systems with user information and helping to maintain those systems.
• Data Analysis
• Assisted in managing of company database and verified, edited, and modified members' information.
• Diligently completed all assigned tasks, working overtime as needed.
• Created new processes and systems for increasing customer service satisfaction.
• Created "New Hire" training manual as well as training new hires coming in.
• Computed Data Reports timely manner. Provided weekly, monthly and quarterly reports client track records.
• Researched, troubleshot, and resolved complex problems independently.
• Led internal product training for Scramx Bracelet.
• Retained existing clients and developed new business by extending high-quality and efficient service.
• Maintained high departmental standards for quality and productivity metrics.
• Developed and tested new product offerings.
• Compiled and accurately entered electronic data.
• Maintained and updated customer service database.
• Appropriately documented all transactions and pertinent interactions.
• Created documentation that empowered and enabled user community.
• Enthusiastically participated in job-related training.
• Defined and documented technical best practices.