Summary
Overview
Work History
Education
Skills
Timeline
Generic

Sharmika Eunice

Jacksonville,FL

Summary

Dynamic Client Service Coordinator with a proven track record at OneCall, excelling in client relationship building and scheduling. Enhanced operational efficiency through streamlined processes, resulting in improved client satisfaction. Skilled in CRM software and adept at fostering strong customer relations, consistently delivering exceptional service and resolving inquiries effectively.

Overview

29
29
years of professional experience

Work History

Client Service Coordinator

OneCall
04.2021 - 06.2022
  • Coordinated client communications to ensure timely resolution of inquiries and service requests.
  • Developed and implemented streamlined processes for service delivery, enhancing client satisfaction.
  • Managed scheduling and logistics for client appointments, optimizing operational efficiency.
  • Trained new staff on customer service protocols and system navigation to improve team performance.

Customer Service Representative

Coach
06.2019 - 02.2020
  • Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
  • Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
  • Fostered positive customer service culture within team which led to higher customer satisfaction rates.
  • Participated in training programs to enhance product knowledge and customer service skills.
  • Developed feedback system for customers to share their service experience, leading to actionable improvements.
  • Coordinated with logistics department to expedite shipping for urgent customer orders.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Maintained up-to-date knowledge of product and service changes.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

Sr. Client Rep

US Bank Service Center
08.2017 - 06.2019
  • Provided guidance and direction to customer service reps, lending custom administrative support to resolve complications.
  • Evaluated proposals for inclusion in spreadsheets.
  • Efficiently handled and resolved customer complaints.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Delivered prompt service to prioritize customer needs.
  • Met customer call guidelines for service levels, handle time and productivity.

Customer Service Representative

Coach
07.2011 - 08.2017
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Customized support strategies for high-priority clients to ensure their specific needs were met.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
  • Collaborated with product team to communicate customer feedback, resulting in product enhancements.
  • Led quarterly customer service meetings to review performance and set goals for improvement.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Implemented rewards program that encouraged repeat business and strengthened customer relationships.
  • Analyzed customer service metrics to identify trends and develop strategies for improvement.
  • Improved resolution time with effective problem-solving for customer complaints.

Client Service Representative

Notify Md.
12.2005 - 04.2011
  • Delivered exceptional customer support, resolving inquiries and issues efficiently.
  • Supervised client portfolios, guaranteeing consistent updates and reliable information.
  • Collaborated with cross-functional teams to enhance service delivery processes.
  • Developed training materials for onboarding new representatives, improving knowledge retention.
  • Managed incoming calls, providing prompt and accurate information to clients about products and services.
  • Maintained accurate record-keeping with proactive attention to client information updates.
  • Developed strong relationships with clients through proactive outreach and regular check-ins on progress and satisfaction.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Consistently met or exceeded performance metrics while juggling multiple tasks effectively under tight deadlines.

Customer Service Representative

Precision Response Corporation
01.2000 - 09.2005
  • Collaborated with team members to improve service delivery processes.
  • Adapted quickly to new policies and procedures in a dynamic environment.
  • Demonstrated strong communication skills while interacting with diverse clientele.
  • Supported training initiatives for new staff on customer service protocols.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Recorded customer communication thoroughly, ensuring consistent follow-up and resolution of concerns.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.

Customer Service Representative

Sears Marketing Center
06.1993 - 11.1998
  • Assisted customers by answering inquiries and resolving issues promptly.
  • Provided accurate product information to enhance customer satisfaction.
  • Processed transactions efficiently using company-specific software systems.
  • Maintained organized records of customer interactions and feedback.

Education

High School Diploma -

Granby High
Norfolk, VA

Skills

  • Scheduling and planning
  • Customer relations
  • Client relationship building
  • CRM software

Timeline

Client Service Coordinator

OneCall
04.2021 - 06.2022

Customer Service Representative

Coach
06.2019 - 02.2020

Sr. Client Rep

US Bank Service Center
08.2017 - 06.2019

Customer Service Representative

Coach
07.2011 - 08.2017

Client Service Representative

Notify Md.
12.2005 - 04.2011

Customer Service Representative

Precision Response Corporation
01.2000 - 09.2005

Customer Service Representative

Sears Marketing Center
06.1993 - 11.1998

High School Diploma -

Granby High

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Sharmika Eunice