Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Shari Fein

Shari Fein

Call Center Representative
Bakersfield,CA

Summary

Results-driven Call Center Manager focused on developing and leading exceptional call center teams. Motivational leader with a strong record of success in the field. Focused Call Center Representative with over six years of experience in call center sales, service and support. Knowledgeable manager and problem-solver with strong record of accomplishment in meeting and exceeding productivity targets. Proactive Call Center professional bringing excellent leadership skills and capability to help staff meet and exceed customer expectations. Equipped to train, monitor and manage high-performance teams in fast-paced environments. Personable and decisive with expertise in diplomatic conflict resolution and consumer behavior.

Overview

9
9
years of professional experience

Work History

Call Center Supervisor

TDB Communications, Inc
01.2022 - 04.2022
  • Provided support and lead up to twenty-five agents who answered calls for the Centers of Disease Control and Prevention Test Kits Project
  • Ensure agents adhered to their schedules using Genesys
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Oversaw employee performance to foster accurate prioritization and achievement of productivity goals.
  • Established and oversaw performance targets for call center associates.
  • Prepared agendas and took notes at meetings to archive proceedings.
  • Executed Monthly Performance Plans with representatives to to identify production gaps.
  • Assessed personnel performance and implemented incentives and team-building events to boost morale.
  • Communicated with teammates through Microsoft Teams, Outlook, and their personal phones
  • Helped agents with some of their technical issues
  • Use of Amazon WorkSpace, Genesys, and SuccessKPI
  • My Team was number one during the project.

Call Center Representative

Apex Systems
11.2021 - 01.2022
  • Answer inbound calls and made Outbound calls for Florida Department Economic Opportunity Reemployment Assistance Program
  • Was Team Lead, the go-to person whenever the supervisor needed help with training
  • Verified facts and/or statements provided
  • Fill in questionnaires and upload to DEO Connect website
  • Follow walkthroughs and read scripts to obtain information from claimants
  • Communicate with teammates through Microsoft Teams
  • Use of Amazon WorkSpace and Amazon Connect
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Placed outbound customer service or customer satisfaction calls to follow up on issues.
  • Boosted customer service satisfaction ratings through consistent quality control.
  • Educated customers on company systems, form completion and access to services.
  • Assisted customers by answering questions and responding to inquiries.

Call Center Representative

ManpowerGroup
03.2021 - 11.2021
  • A Team Lead
  • Whenever supervisors were busy, was the person who could answer questions
  • Was the go-to person when additional training was needed
  • Answer inbound calls and made Outbound calls for the California Department of Public Health
  • Answer questions and make appointments for Covid-19 and Influenza vaccinations through myturn.ca.gov
  • Set up transportation to vaccination appointments
  • Also gathered information for local public health departments for at home vaccinations for Covid-19
  • Aided with obtaining Digital Vaccination Record
  • Currently answering calls for the California Wildfire, Public Safety Power Shutoff & Drought Line as well as for the Influenza Line
  • Read scripts word for word
  • Use of Genesys, Microsoft Teams, Medchat, Excel, Word, and Outlook.

Call Center Representative

ManpowerGroup
09.2020 - 02.2021
  • Answered inbound calls for the State of California Employment Development Department
  • Answered service & account related questions
  • Assisted customers in troubleshooting technical issues over the phone
  • Embraced ongoing personal development through regular training
  • Navigated through multiple computer applications
  • Provided exceptional Customer Service
  • Work in a paperless environment where customer privacy is paramount
  • Entered case notes into company’s system, documenting issues, troubleshooting, and resolution
  • Researched and identified solutions using computer-based resources
  • Embraced feedback and coaching
  • Aided claimants
  • Explained products and benefits
  • Provided excellent technical support.

Call Center Representative

Txt Erase To 69922 Or Call Us
Bakersfield, CA
02.2020 - 03.2020

Answered inbound calls and emails for multiple Texas Traffic Violator Schools

  • Ensured payments were made by customer for driver records
  • Requested Driving Records from Texas Department of Public Safety; forwarded to customers
  • Processed debit and credit card and electronic check payments.
  • Placed outbound customer service or customer satisfaction calls to follow up on issues.
  • Resolved concerns with products or services to help with retention and drive sales.

Call Center Representative

AppleOne Employment Services
Bakersfield, CA
11.2019 - 01.2020
  • Answered calls for multiple Online Traffic Violation Schools
  • Resolved issues for customers whose violation was not removed from their record
  • Conveyed from the courts regarding acceptance or rejection of Certificate of Completion to customers
  • Accepted credit/debit payments.

Customer Care ASSOCIATE

AT HOME
06.2016 - 09.2019
  • CONDUENT
  • Answered product, service & account related questions
  • Researched and assisted customers in troubleshooting technical training issues over the phone
  • Embraced ongoing personal development through regular training
  • Navigated through multiple computer applications
  • Provided exceptional Customer Service
  • Work in a paperless environment where customer privacy is paramount
  • Entered case notes into company’s system, documenting issues, troubleshooting, and resolution
  • Researched and identified solutions using computer-based resources
  • Embraced feedback and coaching
  • Aided clients
  • Explained products and benefits
  • Provided excellent technical support.

Crew Member

04.2016 - 06.2016
  • Travel Centers of america/popeyes
  • Prepared side dishes
  • Washed dishes
  • Cleaned store at end of day
  • Packaged orders
  • Fry cook
  • Readied store for business at beginning of day
  • Worked multiple shifts
  • Worked well in a fast-paced, high-pressure environment
  • Maintained a positive relationship with coworkers
  • Maintained store cleanliness
  • Bused tables
  • Prepared food and stocked the fridge
  • Restocked supplies.

Concession Worker

Starstruck Entertainment, LLC
02.2016 - 06.2016
  • Took orders
  • Cashier
  • Fulfilled orders
  • Prepared food
  • Washed dishes
  • Cleaned facility at end of day
  • Worked multiple shifts.

Receptionist

05.2015 - 11.2015
  • Act-1 Personnel Services
  • Front office help
  • Greeted visitors and employees as they entered
  • Checked in visitors
  • Offered beverages to all visitors
  • Answered the phones for a company of over 50 employees
  • Either directed callers to correct employee or answered questions
  • Addressed queries
  • Coordinated food and/or beverages for all meetings
  • Cleaned Board Room, Lobby, and Coffee Bar
  • All other assignments as assigned.

Insurance Technician

Office Team
03.2015 - 03.2015
  • Entered insurance fees into HFA and VA websites
  • Assignments as they were assigned.

Data ENTRY TECHNICIAN (office

Rand Employment Solutions
02.2015 - 03.2015
  • Transferred data from work tickets into QuickBooks
  • Scanned work tickets into QuickBooks
  • Attached work tickets to invoices in QuickBooks .

Administrative Assistant

Direct Performance Consulting, LLC
03.2012 - 11.2014
  • Entered daily reports into Open Wells data system for my husband who was sub-contracted to Vintage Petroleum
  • In communication with the I.R.S
  • And the State Franchise Tax Board regarding payroll taxes
  • Filed both Federal and State Tax Returns
  • Set up Limited Liability Company
  • Compiled reports in SharePoint
  • Sent business correspondences
  • Assisted in correcting and grading tests
  • Aided in assembling reports.

Education

High School Diploma -

Santa Maria High School

Skills

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Accomplishments

  • Negotiated with I.R.S to not have to pay back taxes
  • Obtained Social Security Disability for my husband
  • Completed research, filled out forms, and communicated with entities without the aid of lawyers.


Timeline

Call Center Supervisor

TDB Communications, Inc
01.2022 - 04.2022

Call Center Representative

Apex Systems
11.2021 - 01.2022

Call Center Representative

ManpowerGroup
03.2021 - 11.2021

Call Center Representative

ManpowerGroup
09.2020 - 02.2021

Call Center Representative

Txt Erase To 69922 Or Call Us
02.2020 - 03.2020

Call Center Representative

AppleOne Employment Services
11.2019 - 01.2020

Customer Care ASSOCIATE

AT HOME
06.2016 - 09.2019

Crew Member

04.2016 - 06.2016

Concession Worker

Starstruck Entertainment, LLC
02.2016 - 06.2016

Receptionist

05.2015 - 11.2015

Insurance Technician

Office Team
03.2015 - 03.2015

Data ENTRY TECHNICIAN (office

Rand Employment Solutions
02.2015 - 03.2015

Administrative Assistant

Direct Performance Consulting, LLC
03.2012 - 11.2014

High School Diploma -

Santa Maria High School
Shari FeinCall Center Representative