Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Sharlie Workman

Coatesville,PA

Summary

Motivated, customer-focused professional dedicated to ensuring customer satisfaction and driving company success. Proven track record in managing high volumes of inbound calls and maintaining positive customer relationships. Exceptional skills in utilizing CRM systems, with outstanding abilities in active listening and multitasking.

Overview

10
10
years of professional experience

Work History

Senior Account Specialist

Discover Financial Services, DFS
08.2024 - Current
  • Delivered technical and customer support across digital platforms, including web chat, online banking, and mobile app interfaces, ensuring seamless user experiences for clients.
  • Resolved customer issues related to online account access, transactions, password recovery, and digital tools, maintaining a high first-contact resolution rate.
  • Educated customers on the features and benefits of Discover’s digital banking tools, increasing user engagement and satisfaction.
  • Maintained detailed records of support interactions using Atlas software, ensuring compliance standards and internal procedures were followed.
  • Participated actively in team meetings, contributed to collaborative discussions, and assisted peers as needed to achieve team goals.
  • Fostered a positive team environment by encouraging peer engagement, sharing best practices, and promoting a supportive work culture.

Customer Service Representative

Hansen
09.2023 - 08.2024
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Gathered customer feedback through surveys and used the data to improve customer service.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Performed administrative tasks such as filing paperwork, updating databases and generating reports.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.

Customer Service Representative

Best Buy Call Center
02.2022 - 09.2023
  • Answer over 100 plus inbound calls daily.
  • Create new customer by entering customer information into a database.
  • Handle customer inquiry, answered questions, and resolved problems in a timely manner.
  • Kept accurate records of all interactions, including customer names, addresses, phone numbers and email addresses.
  • Show empath, understanding and compassion when dealing with difficult circumstances with all customers.
  • Maximize efficiency by staying under 4 minutes for an average call.
  • Diffuse intense customer situations to maintain high-level of satisfaction
  • Provide exceptional customer service to all incoming clients

General Contractor

Malvern Home Renovations and Repairs
08.2015 - 12.2021
  • Performed site visits to ensure construction plans were in compliance with building codes and regulations.
  • Conducted regular inspections of subcontractors' workmanship for quality assurance.
  • Maintained accurate records of daily progress, costs, and materials used on the project.
  • Maintain safe, fun working environment
  • Document and quickly resolve all customer satisfaction issues
  • Collect payments and handle petty cash
  • Supervise a team of 7 employees

Education

Methodist University
Fayetteville, NC

Skills

  • Complaint resolution
  • Scheduling
  • Appointment Scheduling
  • Call Management
  • Inbound and Outbound Calling
  • Follow-up skills
  • Professional telephone demeanor
  • Quality Control
  • Customer Relations
  • Call Center Operations
  • Retail sales customer service
  • Complaint Handling
  • Escalation management
  • Active Listening
  • Quality Assurance Controls
  • High-energy attitude

Accomplishments

In December of 2024 after only being with Discover just over 90 days, I was voted Best in Class.

Timeline

Senior Account Specialist

Discover Financial Services, DFS
08.2024 - Current

Customer Service Representative

Hansen
09.2023 - 08.2024

Customer Service Representative

Best Buy Call Center
02.2022 - 09.2023

General Contractor

Malvern Home Renovations and Repairs
08.2015 - 12.2021

Methodist University

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Sharlie Workman