Summary
Overview
Work History
Education
Skills
Timeline
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Sharifah Ali

Smyrna,TN

Summary

Highly motivated beginning educator and self-starter with a passionate commitment to learners and their development. Attentive to all students' needs and will adapt instructional methods to support all learning styles.

Overview

9
9
years of professional experience

Work History

Seasonal Scoring Supervisor

Pearson Global
Smyrna, TN
05.2023 - Current
  • Complete content and supervisor training. Prepare training materials.
  • Assist with first day check-in and training process.
  • Monitor scoring rates, reliability, validity and effectively evaluate reports.
  • Provide scorer feedback via the review queue.
  • Maintain professionalism in interactions by using active listening skills and positive phrasing and language.
  • Consistently refer back to project documentation (anchors, rubrics, Scorer's Quality Management Summary, etc.) when providing feedback, as appropriate.
  • Document any scoring decisions received from the Scoring Director(s) and communicate those decisions to scorers.
  • Score daily in the assigned queues for the requested length of time. Maintain expected quality for the project.
  • Appropriately handle any scoring or behavioral issues.
  • Maintain phone adherence by logging into phones and being available to take calls. Effectively fill out ServiceNow tickets for each call and code accordingly.

Seasonal Professional Scorer (Remote)

Pearson Global
04.2022 - Current
  • Evaluates student responses to open-ended questions in a reliable manner and scores according to customer supplied scoring guide.
  • Successfully internalizes training and customer scoring guide.
  • May be required to pass qualifying test before scoring.
  • Must be able to put aside personal biases and apply scoring guide according to customer requirements.
  • Meets rate and quality management standards established for project.

Social Media Customer Care Agent

LiveWorld
Smyrna, TN
04.2022 - Current
  • Review and take appropriate action on social media posts according to brand guidelines, to include rejecting or approving content, tracking, and escalating.
  • Triage and respond to customers questions by selecting and personalizing previously prepared responses in a social context.
  • Research appropriate responses to customer questions using client CRM systems.
  • Identify and escalate trends, topics, sentiment, and emerging issues.
  • Ability to connect with people, and communicate in a courteous, conversational style, while making decisions according to guidelines.
  • Ability to compose well-written messages, with use of good grammar and appropriate punctuation.
  • Ability to navigate between multiple systems or applications simultaneously.

Chat Technical Support Representative

Teleperformance USA
Nashville, TN
11.2016 - 01.2020
  • Customer support for email, storage, and application issues on iOS devices, as well as web-based email programs.
  • Identify and resolve technical and general support questions while building rapport and reducing customer effort.
  • Documents complex technical issues in a clear written form.
  • Enter data into various software programs.

Senior Advisor-Tier 2 Technical Support Advisor

Kelly Services
Troy, MI
04.2015 - 09.2016
  • Provide technical support for current customers being escalated from Tier 1.
  • Act as a supervisor and take escalated manager requests calls.
  • Responsible for troubleshooting across multiple customers and with varying issues.
  • Maintain ownership of the issue and follow up with the customer until the issue is resolved.
  • Responsible for Tier 1 overflow calls, if needed.

Education

Master of Science - Higher Education

Kaplan University
Davenport, IA
12.2013

Bachelor of Arts - History

Fisk University
Nashville, TN
05.2002

Skills

  • Understands Various Learning Styles
  • Innovative Thinker
  • Excellent Research Skills
  • Training and Development
  • Training and Mentoring
  • Strategic Planning
  • Performance Analysis
  • Cross-Functional Collaboration
  • Coaching and Mentoring
  • Performance Assessment
  • Compliance Monitoring
  • Social Media Management
  • Client Relationship Management
  • Content Management
  • 10-Key, Microsoft Excel, Microsoft Outlook, Microsoft Power Point, ilog, Adobe Classroom, HelpShift, ePen, Slack

Timeline

Seasonal Scoring Supervisor

Pearson Global
05.2023 - Current

Seasonal Professional Scorer (Remote)

Pearson Global
04.2022 - Current

Social Media Customer Care Agent

LiveWorld
04.2022 - Current

Chat Technical Support Representative

Teleperformance USA
11.2016 - 01.2020

Senior Advisor-Tier 2 Technical Support Advisor

Kelly Services
04.2015 - 09.2016

Master of Science - Higher Education

Kaplan University

Bachelor of Arts - History

Fisk University

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Sharifah Ali