Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Sharmaine Strickland

Mobile,AL

Summary

Highly astute Virtual Customer Service Expert offering a passion for working with others. Smart and determined about finding the right solution for the customer the first time. Pursuing a role where quality, mentoring, and coaching skills are in demand.

Overview

10
10
years of professional experience

Work History

Chat Sales and Support Specialist

TurboTax
01.2021 - Current
  • Responded to customer inquiries and provided accurate information about products and services via live chat.
  • Documented all customer information accurately in computer system, providing dated notes for future reference.
  • Monitored customer conversations and provided timely, knowledgeable assistance.
  • Handled inbound customer chat conversations from various websites.
  • Resolved customer complaints by identifying problems, suggesting solutions and implementing corrective action.
  • Assisted customers with order placement, product returns and order tracking.
  • Worked closely with each customer to carefully resolve issues within timely fashion.
  • Assisted department with email-based and phone support when call center was busy or short-staffed.
  • Researched customer inquiries to provide accurate and up-to-date information.
  • Asked open-ended questions to determine which products or services would be best fit for customer's needs.
  • Assisted team leader with coaching and mentoring of new employees.
  • Remedied issues quickly and within parameters of company-mandated policies and procedures.
  • Provided online demonstrations to educate customers on product features and online help resources.
  • Cultivated relationships with new customers and maintained good partnerships with existing clients.
  • Developed exemplary writing skills through continued correspondence with upwards of [90] customers per day.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction
  • Utilized ticketing system to track customer requests and prioritize urgent needs
  • Troubleshot hardware, software and network issues to identify and rectify discrepancies
  • Connected to computer of client using remote link to install new programs and applications
  • Offered assistance in implementing and developing training programs

Lead Training and Quality Expert

United States Public Services
06.2018 - 01.2021
  • Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
  • Conducted orientation sessions and organized on-the-job training for new hires.
  • Managed call center team of 20+ agents.
  • Communicated all learning and performance objectives, schedules, and training assessments to upper management.
  • Trained new hires to perform cross-training exercises with experienced workers.
  • Organized and edited training manuals, multimedia visual aids, and other educational materials.
  • Reviewed and edited all training materials for accuracy and company policy compliance.
  • Coordinated with department leaders to identify training needs and develop targeted solutions.
  • Worked with central management to identify, plan, align, and address training needs.
  • Provided coaching and mentoring to employees.
  • Established and maintained quality control standards.
  • Analyzed and evaluated training effectiveness and program outcomes.
  • Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
  • Facilitated virtual learning sessions.
  • Recorded and organized test data for report generation and analysis.
  • Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
  • Educated employees on specific QA standards and confirmed maintenance of standards.
  • Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
  • Evaluated interactions between associates and customers to assess personnel performance.
  • Oversaw onboarding and training of new employees to promote qualified and well-coordinated quality assurance team.
  • Analyzed quality and performance data to support operational decision-making.
  • Implemented process improvements to increase productivity in quality assurance operations.
  • Fixed identified issues to increase productivity and boost workflows.
  • Performed standard first article inspections and random sampling inspections to verify adherence to customer standards.

Assistant Customer Sales Manager

Prime Communications AT&T
02.2016 - 06.2018
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Established team priorities, maintained schedules and monitored performance.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Increased store sales by 30%.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Defined clear targets and objectives and communicated to other team members.
  • Greeted customers and helped with product questions, selections, and purchases.
  • Stocked merchandise, clearly labeling items, and arranging according to size or color.
  • Maintained clean sales floor and straightened and faced merchandise.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Used POS system to process sales, returns, online orders, and gift card activations.
  • Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing products.
  • Organized store merchandise racks and displays to promote and maintain visually appealing environments.
  • Balanced and organized cash register by handling cash, counting change, and storing coupons.
  • Offered each customer top-notch, personal service to boost sales and customer satisfaction.
  • Answered customer questions about products and services, helped locate merchandise, and promoted key items.
  • Answered phone with friendly greeting to create positive inbound calling experience for customers.
  • Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
  • Processed customer order, quote, and return transactions and offered additional products and services.
  • Documented details of calls and customer interactions.
  • Generated new and repeat sales by offering timely product, service, and technical information.
  • Supported sales department in handling new subscriber orders, account inquiries and assigned tasks.
  • Trained and coached new representatives regarding daily duties through shadowing, reverse shadowing and role-playing.
  • Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
  • Set and achieved company defined sales goals.
  • Presented professional image consistent with company's brand values.
  • Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
  • Developed and maintained strong working relationships with professionals within assigned territory.
  • Achieved or exceeded company-defined sales quotas.
  • Worked well in team setting, providing support and guidance
  • Proven ability to learn quickly and adapt to new situations
  • Demonstrated respect, friendliness and willingness to help wherever needed
  • Strengthened communication skills through regular interactions with others
  • Self-motivated, with a strong sense of personal responsibility.

Restaurant General Manager

MOD Pizza
10.2013 - 02.2016
  • Carefully interviewed, selected, trained, and supervised staff.
  • Set clear expectations and created positive working environment for employees.
  • Oversaw balancing of cash registers, reconciled transactions, and deposited establishment's earnings to bank.
  • Effectively managed payroll and timekeeping, and paperwork for new hires and terminations.
  • Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
  • Conducted health, safety, and sanitation process evaluations to identify and remedy any violations immediately.
  • Delivered in-depth training to workers in food preparation and customer-facing roles to promote strong team performance.
  • Correctly calculated inventory and ordered appropriate supplies.
  • Verified accurate records and sufficient supplies by conducting regular inventories of food, beverages, glassware and other materials.
  • Met, greeted, and encouraged feedback from customers and used feedback to implement positive changes within restaurant.
  • Identified problems, conducted troubleshooting and sought repair or maintenance support to keep restaurant equipment operational.
  • Purchased adequate quantities of food, beverages, equipment, and supplies.
  • Maintained safe working and guest environment to reduce risk of injury and accidents.
  • Reviewed pricing and ordered food ingredients, kitchen appliances, and supplies.
  • Maintained facility and grounds to present positive image.
  • Prepared restaurant business plan by reviewing demands, analyzing competitors and developing projections for sales and finances.
  • Analyzed variances and implemented corrective actions to increase average meal checks and customer visits.
  • Built and leveraged community relationships to drive business and maximize catering programs.
  • Led and directed team members on effective methods, operations, and procedures.
  • Tracked daily sales transactions and invoices for accurate and updated financial reporting.
  • Reconciled cash and credit card transactions to maintain accurate records.
  • Quickly identified problem situations and skillfully resolved incidents to satisfaction of involved parties.
  • Assisted in development and implementation of new menus to offer variety and options to customers.
  • Developed, implemented, and managed business plans to promote profitable food and beverage sales.
  • Oversaw front of house personnel to maintain adequate staffing and minimize overtime.
  • Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.

Education

Associate of Arts - Education And Business

Jones County Junior College
Ellisville, MS
04.2013

Skills

  • Performance Feedback
  • Management Interaction
  • Health Insurance Industry Knowledge
  • Sales Quota Achievement
  • Problem Resolution
  • Microsoft Office
  • Effective Customer Communication
  • Team Leadership
  • Client Rapport-Building
  • Prospecting Clients
  • Consultative Selling Techniques
  • Quality Control Standards
  • Call Volume and Quality Metrics

Accomplishments

  • Attended all customer service workshops and seminars offered by the company, effectively improving conflict resolution, response, time management and writing skills that were used on the job.
  • Consistently ranked in the top 10% of customer service reps for quality and first contact resolutions.
  • Assisted customers with navigating the website for TurboTax, leading them to products and services that met their needs, resulting in sales of over $4,000 per month on average.
  • Supervised team of 30+ staff members.

Timeline

Chat Sales and Support Specialist

TurboTax
01.2021 - Current

Lead Training and Quality Expert

United States Public Services
06.2018 - 01.2021

Assistant Customer Sales Manager

Prime Communications AT&T
02.2016 - 06.2018

Restaurant General Manager

MOD Pizza
10.2013 - 02.2016

Associate of Arts - Education And Business

Jones County Junior College

Similar Profiles

CREATE PROFILE
Sharmaine Strickland