SHARINA MCDONALD
Jefferson,Texas
Summary
Personable and dedicated Customer Service Advocate with extensive experience in customer service, public relations and telecommunication. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs. Driven to go above and beyond requirements to satisfy customers and promote loyalty.
Overview
11
11
years of professional experience
Work History
Deputy Court Clerk/Court Liaison
Gregg County Clerk's Office
10.2023 - Current
- Case management: Tracking case progress, updating court records, filing documents, and ensuring proper case documentation is maintained
- Communication liaison: Acting as the primary point of contact for inquiries from attorneys, litigants, and other court staff regarding case status, scheduling, and procedural matters
- Docket management: Maintaining judge's calendars, scheduling hearings and trials, and coordinating with court staff to ensure timely case progression
- Data entry and reporting: Inputting case information into court management systems, generating reports on case statistics, and maintaining accurate data
- Compliance checks: Verifying compliance with court rules and procedures, including deadlines and filing requirements
- Inter-agency coordination: Collaborating with other court departments, law enforcement agencies, and government entities on case-related matters
- Customer service: Providing information and assistance to the public regarding court processes and procedures
Administrative Assistant
Hallsville Junior High School
08.2021 - 10.2023
- Oversaw staff correspondence, record tracking and data communications, resulting in improved automation of office operations
- Pleasantly welcomed visitors, answered phone calls and maintained the front reception desk
- Prepared correspondence, reports and other documents in final formats with correct punctuation, capitalization, grammar and spelling
- Controlled and managed document processes by reviewing files, records and critical information to confirm accuracy and comply with company policies and procedures
- Handled management of communications to executives by taking and making telephone calls, reviewing and prioritizing mail and composing and typing correspondence
- Participated in frequent communication with other administrative team members, human resources and finance department on special projects and events
- Responded to requests for immediate office support, such as data searches, office memo drafts or reference retrievals
Defense Case Manager
Gregg County
06.2015 - 08.2021
- Cooperated with local service providers, outreach workers, case managers and collaborative agencies to facilitate services for members
- Constructed case notes and comprehensive reports for data entry into company portal
- Protected data in alignment with HIPAA privacy protocols
- Maintained knowledge on case status by reviewing relevant records and reporting back to attorneys and judges of Gregg County
- Participated in inmate interviews, observed questioning process and documented information
- Filed clients' legal documents in relevant courts for processing
- Liaised between attorney and outside counsel, exchanging information
Part Time Head Cashier
Lowes Home Improvement
01.2015 - 08.2020
- Handled customer complaints and concerns promptly, escalating complex issues to direct supervisor for quick resolution
- Investigated concerns such as billing questions on behalf of the members and advocated on members behalf with credit services
- Answered incoming calls and provided the highest level of professionalism and knowledgeable service to every customer
- Managed customer expectations by clarifying needs, identifying options and recommending products and services
- Built loyal clientele through friendly interactions and consistent appreciation
- Trained and mentored new cashiers to maximize performance with skilled, efficient and knowledgeable team members
- Stayed current on available policies and plans
Customer Service Advocate
TCIM Services
02.2014 - 12.2015
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints
- Asked probing questions to determine service needs and accurately input information into electronic systems
- Managed customer expectations by clarifying needs, identifying options and recommending products and services
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification
- Upheld privacy and security requirements for customer information
- Informed customers about billing procedures, processed payments and provided payment option setup assistance
- Documented customer correspondence to track requests, problems and solutions
Education
General Studies -
Kilgore College
Kilgore, TX05.2007
Skills
- 5 years Administrative Operations
- Excellent Interpersonal Skills
- Professional and polished presentation
- Call center experience
- Sound decision-making and judgement
- Crisis Management
- World Class Customer Service Expert
- Customer Relations
Timeline
Deputy Court Clerk/Court Liaison
Gregg County Clerk's Office
10.2023 - Current
Administrative Assistant
Hallsville Junior High School
08.2021 - 10.2023
Defense Case Manager
Gregg County
06.2015 - 08.2021
Part Time Head Cashier
Lowes Home Improvement
01.2015 - 08.2020
Customer Service Advocate
TCIM Services
02.2014 - 12.2015
General Studies -
Kilgore College
Similar Profiles
Amanda HymelAmanda Hymel
268th Deputy District Court Clerk at Fort Bend County District Clerk's Office268th Deputy District Court Clerk at Fort Bend County District Clerk's Office
Robert BlankenshipRobert Blankenship
Courtroom Assistant at Blount County Circuit Court Clerk's OfficeCourtroom Assistant at Blount County Circuit Court Clerk's Office
Zoila RobledoZoila Robledo
Scan Room Data Entry Clerk at (A1 Personnel) Harris County Clerk's OfficeScan Room Data Entry Clerk at (A1 Personnel) Harris County Clerk's Office