Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Sharina Smith

Columbus

Summary

Professional with considerable background in relationship management, adept at fostering strong connections with clients and stakeholders. Skilled in communication, conflict resolution, and strategic planning, driving positive outcomes in collaborative team environments. Reliable and adaptable, consistently meeting and exceeding expectations in dynamic settings.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Tier II Branch Relationship Specialist

Heights Finance
12.2023 - Current
  • Provide extraordinary and professional customer service.
  • Ensure employee satisfaction by providing one call resolution and avoiding callbacks or escalated calls. This will be accomplished by listening attentively, asking probing questions and taking appropriate steps to correct issues.
  • Anticipate the employee future needs and educate them on options
  • Document customer accounts with actions taken and items discussed.
  • Provide troubleshooting steps for validating system issues during branch hours
  • Resolve outbound calls for branch issues, data, customer and technical issues
  • Managed sensitive situations diplomatically while maintaining strict confidentiality standards in handling personal client information.
  • Consistently monitored industry developments to stay informed on emerging trends, maintaining a competitive edge in the marketplace.
  • Collaborated with cross-functional teams to develop strategies for improving customer retention rates.

Tier III Customer Account Executive

Xfinity Comcast
01.2013 - 10.2023
  • Assist with calls that have been escalated from a tier I agent and help with deescalating the conflict or issue while solving the problem according the customers need.
  • Mastered and constantly improved sales prospecting, follow-up and upsell processes.
  • Evaluated customers' potential needs to make appropriate recommendations.
  • Responsible for providing advanced high-speed and phone technical support via inbound phone inquiries, email, and/or instant messaging. Troubleshoots hardware and software issues and communicates with helpdesk to resolve complex issues/problems.
  • Provides a full range of customer service for Comcast high speed internet product in a prompt, efficient and professional manner. Understands customer needs and recommends appropriate solutions.
  • Prepares work orders for maintenance requests after determining if field visits are required and ensures appropriate follow-up procedures are met. Communicate with internal departments to have issues resolved efficiently, if necessary. Create tickets with in-depth information to resolve more complex issues.
  • Troubleshoots PC/e-mail/modem/home networking problems and escalates advanced troubleshooting problems to technical support group when appropriate.
  • Provides technical assistance to insure a positive customer experience and adherence to the Comcast Quality Experience (CQE).

Member Service Representative

Universal Health Care
08.2012 - 01.2013
  • Provide members with benefits, status of claims, and provider information.
  • Handle inbound customer calls or email for assigned customers and provide members with benefits, claims, and provider information.
  • Assisted members with account management, including updating personal information and setting up automated payments.
  • Act as the single point of contact for assigned Universal Health Care members on order to facilitate and/or expedite interactions within the company
  • Verified customer identification and documentation for compliant transactions.
  • Ensure exceptional customer satisfaction with service provided
  • Thoroughly research assigned ticket issues and takes appropriate action to resolve and meet turnaround time requirements and quality standards
  • Develop tickets requiring additional information to make a final determination of the disposition
  • Update and maintain information in Fortuna account database
  • Assist management with special projects, as needed

Education

BA - Business Administration

Saint Leo University
Saint Leo, FL

AA - Liberal Arts

East Mississippi Community College
Mayhew, MS

Skills

  • Proficient in Microsoft Office 365
  • NetSuite system expertise
  • Data-driven insights
  • Efficient data management
  • Strategic marketing planning
  • Talent acquisition and development
  • Hiring strategy development
  • ADP payroll professional
  • Effective communication
  • Collaborative leadership
  • Analytical problem-solving
  • Patience and tolerance

Certification

Lice

Timeline

Tier II Branch Relationship Specialist

Heights Finance
12.2023 - Current

Tier III Customer Account Executive

Xfinity Comcast
01.2013 - 10.2023

Member Service Representative

Universal Health Care
08.2012 - 01.2013

AA - Liberal Arts

East Mississippi Community College

BA - Business Administration

Saint Leo University

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Sharina Smith