Sharnell Golston

• Supervised and supported call center staff, ensuring adherence to company policies and service-level agreements.

• Handled inbound and outbound calls, resolving customer inquiries, billing issues, credit card transactions, account verification, and escalations with professionalism.

• Processed payments in compliance with PCI standards, ensuring accuracy, confidentiality, and fraud prevention.

• Assisted with scheduling, team training, and workflow management to improve efficiency and customer experience.

• Performed accurate data entry and maintained detailed documentation for client accounts, payments, and service records.

• Collaborated with management to identify areas of improvement, implementing process changes that reduced response times.

• Consistently exceeded performance metrics, including call handling, quality assurance, and customer satisfaction scores.

• Supported customer service operations by processing orders, updating records, and providing timely responses to client requests.

• Processed credit card payments, account updates, and billing inquiries while maintaining PCI compliance and fraud prevention standards.

• Verified customer information to reduce errors and prevent fraudulent activity.

• Managed high-volume data entry with strong attention to accuracy and confidentiality.

• Assisted with production workflows, ensuring tasks were completed efficiently and met quality standards.

• Worked closely with team members and supervisors to meet deadlines and improve overall productivity.

• Recognized for reliability, adaptability, and consistently maintaining excellent attendance