SHARISSE AUSTIN
Brooklyn,NY
Summary
As a customer-focused professional with 15+ years of extensive experience in managing diverse client relationships, driving business results, and leading high-performing teams, I excel at fostering positive customer experiences and exceeding service expectations. My strong communication, problem-solving, and organizational skills allow me to effectively handle customer inquiries, improve satisfaction scores, and streamline processes. By collaborating with cross-functional teams and managing complex service delivery, I have successfully built long-term relationships and contributed to significant business growth. I am eager to leverage my skills to enhance operational efficiency and create impactful customer experiences within a dynamic organization.
Overview
17
17
years of professional experience
Work History
Pharmacy Technician
CVS Pharmacy
Brooklyn, NY
02.2025 - Current
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Stocked, labeled, and inventoried medication to keep accurate records.
- Enhanced pharmacy workflow by assisting pharmacists with medication dispensing, labeling, and packaging.
- Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
- Promoted patient confidentiality by adhering to HIPAA regulations when handling personal information during transactions.
- Engage with clients and educate them regarding online tools to increase digital utilization to heighten application utilization
Personal Banker
Citizens Bank
08.2022 - 01.2025
- Customer Satisfaction: Consistently maintained a high customer satisfaction level, achieving a 95%+ NPS and CES score through effective onboarding, servicing, and troubleshooting
- Sales Achievement: Surpassed quarterly targets, generating $3 million in new deposits and investments, demonstrating a strong ability to drive revenue growth
- Collaboration and Cross-Functional Teamwork: Collaborated effectively with wealth and business advisors, as well as third-party partners, contributing to a 20% increase in branch revenue
- Problem Resolution: Received consistent positive feedback from clients for resolving complex inquiries and ensuring seamless customer experiences, leading to a 30% improvement in customer retention
- Financial Solutions & Advisory: Provided tailored financial solutions to customers based on their individual goals (e.g., home buying, credit card options, long-term savings), driving personalized experiences and increased satisfaction
- Customer Acquisition: Conducted outbound calls to acquire new customers, resulting in an increase in new accounts and facilitating financial checkup appointments to ensure ongoing customer engagement
- Digital Banking Advocacy: Promoted digital banking services, assisting customers in using mobile apps and ATMs for transactions, leading to a 10% increase in mobile adoption rates among clients
Community Engagement Manager
T-Mobile
11.2020 - 06.2022
- Customer Retention and Satisfaction: Spearheaded initiatives that improved customer loyalty by 15%, enhancing overall satisfaction and fostering long-term engagement with the brand
- Community Partnership Development: Cultivated strategic community partnerships, driving a 25% growth that expanded local market reach and aligned with organizational goals
- Legal Documentation Coordination: Collaborated with the legal team by submitting documents for review and revision, ensuring compliance and alignment with company policies
- Event Planning and Execution: Strategized and delivered weekly employee activities and social hours, including catering, room setup, and communication, to promote T-Mobile culture and boost employee engagement
- Process Improvement: Conducted weekly sync calls and post-event debriefs with key partners, documenting lessons learned to drive continuous improvement in event execution
Assistant Store Manager
T-Mobile
04.2014 - 11.2020
- Customer Satisfaction & Engagement: Achieved a 22% improvement in Net Promoter Score (NPS) by fostering a customer-first culture and implementing proactive issue resolution strategies to enhance the overall customer experience
- Operational Efficiency: Reduced customer wait times by 30% and improved team productivity by 10% through streamlined workflows and effective management of the Outbound Calling Team, ensuring a seamless customer journey
- Team Development & Sales Growth: Boosted new team members' sales performance by 30% within their first three months through comprehensive training programs, individualized coaching, and mentorship, driving revenue growth and team retention
- Call Center Shadowing: Shadowed at the Nashville, Tennessee Call Center to gain insights into customer support operations, leveraging learnings to improve in-store customer service strategies and team processes
- Top Sales Recognition: Awarded T-Mobile Winner's Circle, recognizing exceptional sales performance as part of the top 1% of sales representatives nationwide
Retail Sales Associate
T-Mobile
06.2008 - 04.2014
- Customer Satisfaction: Delivered exceptional customer service, maintaining a 97% customer satisfaction score by promptly addressing inquiries and resolving issues with professionalism and empathy
- Sales Optimization: Increased average transaction value by 25% by recommending tailored premium plans and devices, ensuring alignment with customer needs and preferences
- National Sales Excellence: Achieved T-Mobile Winner's Circle in 2013, recognizing sales performance in the top 1% nationwide, through consistently high performance, exceeding sales targets, and delivering exceptional customer service that directly contributed to revenue growth
- Training and Development: Boosted new team members' sales performance by 30% within their first three months by providing hands-on training, mentorship, and actionable feedback to improve customer interactions and sales techniques
Education
Associate of Arts Degree -
New York City College of Technology
Brooklyn, NYHigh School Diploma -
Midwood High School
Brooklyn, NYSkills
- Customer Service Excellence
- Client Relationship Management
- Sales Performance
- Cross-Functional Collaboration
- Problem-Solving
- Conflict Resolution
- Process Improvement
- Team Leadership
- Client Onboarding
- Customer Retention
- Revenue Growth
- Data Analysis & Reporting
- Training & Development
- Product Knowledge
- Marketing Strategy
Timeline
Pharmacy Technician
CVS Pharmacy
02.2025 - Current
Personal Banker
Citizens Bank
08.2022 - 01.2025
Community Engagement Manager
T-Mobile
11.2020 - 06.2022
Assistant Store Manager
T-Mobile
04.2014 - 11.2020
Retail Sales Associate
T-Mobile
06.2008 - 04.2014
High School Diploma -
Midwood High School
Associate of Arts Degree -
New York City College of Technology