Sharmaine Strickland

• Collaborated with management to create a comprehensive quality training program, resulting in a 20% improvement in customer satisfaction scores and a 15% decrease in customer complaints.
• Managed customer service representative team, providing ongoing training and support to continuously improve team performance.
• Collaborated with cross-functional teams for smooth running of customer service operations.
• Created and maintained customer service policies and procedures, contributing to improved customer retention.
• Developed customer service scorecards to measure customer service performance.
• Analyzed customer feedback and identified areas for improvement, leading to increased customer retention.

• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
• Spearheaded the response and resolution of operations issues, and adjusted policies to meet changing needs.
• Monitored workflow and KPI metrics to improve employee time management and increase productivity.
• Reviewed and responded to an average of 25 customer complaints per day, via email, chat, or phone.
• Conducted regular reviews of operations and identified areas for improvement.
• Supervised a team of 15 agents Remote Call Center Agents.
• Reviewed employee performance and coached and trained to improve weak areas.

• Evaluated team member performance and productivity, provided feedback, and implemented corrective actions.
• Motivated and trained employees to maximize team productivity.
• Managed internal operational standards and productivity targets.
• Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.
• Spearhead Operations B2B lead developments using Salesforce and other lead generation tools.
• Assisted customers with questions and problems to build brand loyalty and cultivate lasting business relationships.
• Documented transactions, orders, and expenditures to gather sales data and forecast financial needs.
• Reviewed CSAT scores for areas of improvement.
• Hired, managed, developed, and trained staff, established, and monitored goals, conducted performance reviews and administered salaries for staff.
• Maintain the title of district champions (number 1 in the district) during my tenure with the company.

• Developed and implemented strategies to increase sales and profitability.
• Monitored financial performance, set budgets, and controlled expenses to provide financial stability and long-term organizational growth.
• Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
• Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
• Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
• Managed budget implementations, employee evaluations, and contract details.
• Developed and maintained relationships with customers and suppliers through account development.

• 3.9 GPA
• Ranked in Top 10% of class

• Music Scholarship Recipient
• 4.0 GPA
• Top 10% in class