Sharita Williams-Saunders
City
Summary
Dedicated customer service professional with over seven years of experience in diverse industries, including healthcare and technology. Proven track record of enhancing customer satisfaction and team performance through effective leadership and innovative problem-solving. Seeking a remote position that allows for travel to Mexico, utilizing bilingual communication skills and cultural understanding.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Service Manager
Atrium Health
Virginia
01.2023 - Current
- Lead a remote team of customer service representatives, managing performance and ensuring a customer satisfaction rate exceeding 90%.
- Developed training programs that improved service delivery efficiency and reduced response times by 25%.
- Collaborated with healthcare professionals to address patient inquiries, ensuring effective communication and support.
Customer Service Representative Lead
Google
North Carolina
01.2021 - 01.2023
- Provided outstanding support for Google products, resolving complex customer issues efficiently while maintaining a high level of professionalism.
- Analyzed customer feedback to identify trends, facilitating improvements in service processes and customer engagement strategies.
- Played a key role in onboarding new team members, enhancing their skills through comprehensive training sessions.
Customer Service Representative
Pet Poison Control
North Carolina
01.2020 - 01.2021
- Assisted pet owners in emergency situations, providing timely and accurate information regarding potential poisoning cases.
- Maintained a calm and supportive demeanor while managing high-stress scenarios, resulting in improved client satisfaction.
- Collaborated with veterinarians and animal care experts to ensure accurate information dissemination.
Education
Some College (No Degree) - Veterinary Science
San Juan College
Farmington, NMSkills
- Customer Relationship Management
- Team Leadership & Development
- Remote Team Coordination
- Bilingual Communication (English/Spanish)
- Conflict Resolution & Problem Solving
- Data Analysis & Reporting
- Training & Development
Certification
- Customer Service Excellence Certificate
- Conflict Resolution and Mediation Training
References
Available upon request.
Languages
- English (Fluent)
- Spanish (learning)
Timeline
Customer Service Manager
Atrium Health
01.2023 - Current
Customer Service Representative Lead
Google
01.2021 - 01.2023
Customer Service Representative
Pet Poison Control
01.2020 - 01.2021
Some College (No Degree) - Veterinary Science
San Juan College