Sharnette Walker
Customer Relations Specialist
Lawrenceville,GA
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
31
31
years of professional experience
7
7
years of post-secondary education
Work History
Customer Service Specialist
Mattress Firm
Houston, TX
01.2015 - Current
- Used consultative techniques to understand customer needs and make strategic referrals to business partners.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Resolved concerns with products or services to help with retention and drive sales.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Customer Service Specialist
Sleepy's
Hicksville, NY
01.2012 - Current
- Used consultative techniques to understand customer needs and make strategic referrals to business partners.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Consumer Relations Representative
Sleepys
Hicksville, NY
01.2013 - 01.2015
- Monitor and engage in live social conversations about our brands on, , Twitter, , blogs and forums through Radian6 technology
- Observe community responses across all platforms and respond to posts to protect brand reputation when necessary
- Partner with Legal team to develop appropriate responses, arrange for court appearances in relation to small claims cases; obtain sign-off on Releases
- Prepare formal correspondence to consumer advocate agencies such as Better Business Bureau, Attorney General's Office, and Department of Consumer Affairs
- Monitor and assume ownership of various mailboxes on a daily basis (i.e., Consumer Relations, Employee Sales, Survey Service, etc.)
- Mitigate and resolve all escalated customer issues in a timely to ensure satisfaction and increase customer loyalty
- Execute all Employee and Executive sales requests
- Follow-through until delivery is finalized to make certain customer’s experience exceeds expectations
- Assist with inbound call volume when business needs dictate
- Provide floor support to call center agents in need of Help and Assist or Escalations
- Additional responsibilities and projects as assigned by Management.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Investigated and resolved accounting, service and delivery concerns.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Educated customers about billing, payment processing and support policies and procedures.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Interval International Travel Advisor
ARISE VIRTUAL SOLUTIONS
Atlanta, GA
01.2009 - 01.2011
- Using a booking system to secure hotel accommodation and timeshare homes
- Collect and process payment
- Advise clients on travel arrangements, e.g
- Visas and passports
- Forward tickets to customers
- Keep clients up to date with any changes to itinerary
- Refer complaints and refund to Supervisors
- Give information on destinations, weather conditions, restaurants, tourist attractions, and recreation
- Consult published and computer-based sources for information on departure and arrival times
- Advise hotel ratings and accommodations
Reservation Agent
Virgin Atlantic Airways & Virgin America
01.2006 - 01.2009
- Handle all guest inquires and solve issues using the tools available i.e
- The reservation system, intranet
- Initiate proactive communication during guest inquiries to achieve one-call resolution
- Maintain a thorough knowledge of Virgin products, services and promotions and make recommendations to passengers
State Regulatory Complaints Analyst
AT&T Law & Government Affairs
Atlanta, GA
01.2001 - 01.2006
- Act as a liaison between AT&T Business Units and State Regulatory Agencies (Public Service Commission, Attorney General)
- Monitor and track legal and regulatory complaints to resolution
- Identify, summarize issues and refer complaints to business units for investigation
- Prepare resolutions for distribution to Regulatory Agencies
- Maintain Complaints Database Tracking System
- Prepare monthly complaints status reports
Education
Bachelor of Science Degree - Technical Management
DeVry University
Certificate of Completion in Paralegal Studies Honors Designate -
The National Center For Paralegal Training
09.1997 - 06.1998
Bachelor of Laws -
Brunel University
Uxbridge, UK 01.1990 - 01.1993
Associate of Arts Degree - Teacher Education
Mico University College
Kingston, Jamaica 09.1986 - 06.1989
Skills
Proficient in Microsoft Office, Salesforce/CRM, Social Media platforms such as; Facebook, Twitter, Instagram, Pintrest, Radian 6
undefinedTimeline
Customer Service Specialist
Mattress Firm
01.2015 - Current
Consumer Relations Representative
Sleepys
01.2013 - 01.2015
Customer Service Specialist
Sleepy's
01.2012 - Current
Interval International Travel Advisor
ARISE VIRTUAL SOLUTIONS
01.2009 - 01.2011
Reservation Agent
Virgin Atlantic Airways & Virgin America
01.2006 - 01.2009
State Regulatory Complaints Analyst
AT&T Law & Government Affairs
01.2001 - 01.2006
Certificate of Completion in Paralegal Studies Honors Designate -
The National Center For Paralegal Training
09.1997 - 06.1998
Bachelor of Laws -
Brunel University
01.1990 - 01.1993
Associate of Arts Degree - Teacher Education
Mico University College
09.1986 - 06.1989
Bachelor of Science Degree - Technical Management
DeVry University
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